Anne R.

With 7+ Years as Subject Matter Expert / Floor Support (Chat and Email Support) Job Description: Assisting agents in the chat/call/email. Provides up-to-date information on policies, processes, and quality. Send hourly and end of day reports to managers. Validate agent’s escalations. Take supervisory chat/calls/email. 7+ years as Trust and Safety Agent, Content and Engagement I want to highlight my contribution to one of the largest global freelancing platform. For more than 7 years, I have supported the platform from the background to make sure that it provides the most standard and most safe platform. One of my everyday task is to manually check / review both freelancer and client's post online. I make sure that all users are always following our Terms of Service and will sanction those who are in violation. I also inform the user and answers their questions and appeals via email (Zendesk). Policy / Trust & Safety Agent - 7+ years of experience - Conduct reviews and analyses of customer accounts to identify potential policy violations - Deliver communications regarding dispute processes and outcomes - Achieve a monthly quality milestone of 94% in quality assurance reviews and Complete project tasks, including email correspondence with at least 350 Cases Resolved per Week Account Review Services: Conduct reviews and analyses of customer accounts to identify potential policy violations, and provide recommendations based on specialized expertise in alignment with project deliverables. Assisting the platform with daily production flow. Customer Interaction Services: Deliver communications regarding dispute processes and outcomes, within project-defined service standards. Responding to client and freelancers inquiry about their account violations.