Samukelo B.

Dedicated and results-driven media, BPO operations, client, and account support professional with experience delivering operational excellence across global digital platforms. Skilled in account support, Trust & Safety/content moderation, and client coordination, with a strong track record of supporting cross-functional teams and maintaining high service standards. Experienced in streamlining workflows, coordinating communications, managing priorities, and supporting day-to-day operations in fast-paced environments. Proficient in Zendesk, Slack, Notion, and Zoho to maintain organized workflows, improve collaboration, and ensure efficient execution. Expertise includes: Client | Account Support I help businesses keep client requests, internal tasks, vendors, documentation, and day-to-day operations organized and moving forward. My experience includes coordinating across departments, supporting clients and vendors, tracking SOWs and project updates, maintaining documentation, following up on outstanding tasks, and improving workflows. I coordinated across 3 administrative departments while supporting 5 clients and 9 vendors, improving processes and workflow visibility to reduce operational delays by 40% and increase efficiency. I bring strong client communication, operations coordination, documentation, task management, follow-through, and process improvement skills to ensure work stays organized and gets completed. Trust & Safety | Content Moderation Over the past several years I've moderated content for major platforms including Meta, TikTok, and leading U.S. web publishers, reviewing 850+ videos, comments, and user reports and auditing 1,700+ user discussions, while consistently meeting strict SLA and quality targets. I specialize in identifying scams, misinformation, hate speech, harassment, and other platform risks, and making accurate, well-judged moderation decisions even in ambiguous or high-pressure cases. SME | CSAT Specialist Served as Subject Matter Expert for a customer experience team, mentoring and onboarding 300+ new hires over 12 months to accelerate their readiness and performance. Reduced standard 5-week nesting timelines by getting new hires floor-ready within 3 weeks, with rapid, visible improvement in their week-to-date KPI scores. Trained agents to consistently meet strict quality benchmarks What I bring to every client and team is professionalism, adaptability, strong communication, accountability, and a solutions-driven mindset. I thrive in fast-paced environments, build positive working relationships quickly, and remain committed to delivering high-quality results aligned with both operational goals and client expectations.