Karlene Kae C.

I have keen attention to detail which I consider one of my strengths, especially in detecting fraud. I handled difficult situations members are experiencing. The knowledge I gained over the years is my foundation and I will use it to my advantage to help you grow your business. COMMUNITY MODERATOR & AUDITOR • Audited moderation decisions for accuracy and policy compliance. • Investigated suspicious activity, bots, spam, and ban evasion. • Reviewed user appeals and high-risk cases. • Evaluated sensitive content and identified EXPERIENCED CONTENT MODERATOR • Reviewing and removing content that violated platform policies and community guidelines • Enforcing appropriate disciplinary actions, including 24–72-hour suspensions and permanent bans, based on the severity of the violation • Managed user appeals through Zendesk • Handled DMCA takedown requests and copyright claims GENERAL VIRTUAL ASSISTANT • Invoices • Bookings of Hotels, Car Rentals, Cruise Ships & Air Fare • Email Management • Posting Hotel & Cruise Ship Promotions CUSTOMER SERVICE ASSOCIATE III | BANCO DE ORO (BANK) •Fraud detection for money, bank checks, Identification Card, signatures, and other essential details. •Helping clients with their withdrawal & deposit transactions. •Offering credit card applications, housing & auto loan, health and life insurance, and different kinds of investments. ESCALATION, INVESTIGATION AND APPEALS REPRESENTATIVE | EBAY NORTH AMERICA - CVG •Offering assistance to come up with a resolution for both parties, on a filed claim. •Review and conduct a thorough investigation on cases that has escalated after a given timeframe. Making sure that the guidelines are followed with the proper procedure before dropping a decision. •Work on appealed cases to see if the best decision was made. Otherwise, another investigation should be done, to see if the appeal can be granted. The basis of this will be based on the guidelines dedicated for the appeals department. BILLING & SALES REPRESENTATIVE | DIRECTV CONVERGYS • Billing explanation which requires us to check deeper when it comes to questionable charges, and that we should be able to make the callers understand it via phone call. • Offering premium services, PPV and other upgrades that may be available. • Retain customers from initially requesting contract termination • Offering technical assistance and setting up service calls.