Alex Howell Email & Phone Number

Dublin, County Dublin, Ireland

Outputs:● Created and successfully launched the first E-Commerce and Emerging Products market in EMEA.● Oversee and manage a team of inhouse moderators in London, UK.● Conduct weekly data extraction and sanitization for presentation to senior management, employee leads and the employees themselves for quality assurance. The weekly Root Cause Analysis (RCA’s) methods I implemented maintain a minimum quality threshold of 96%.● Responsible for tracking individual employee quality metrics and designing learning plans for lowperforming team members and assigning the relevant training.● Carrying out all Final Arbitrations for TikTok E-Commerce English market. Provide final decision on all cases and provide feedback to moderators/quality analysts who may have selected the incorrect action.● Hosting weekly calibration sessions to close any potential misalignments and alter policy rationale to evolve alongside ever developing social media trends and content.

Dublin, County Dublin, Ireland

Outputs:● Selected, oriented and trained team members for EMEA, English language market.● Created and implemented a team one pager to track employee absences/sick leave/work from abroad, work from home/employee special occasions and birthdays/important links and team meeting minutes for a team of 20 quality analysts.● Hosted weekly team meetings to keep the team updated and fixed/escalated any issues/blockers quality analysts were facing while completing their tasks.● Divided and distributed sampling volumes daily for Amsterdam and Dublin markets to ensure allqueues were cleared by EOD.● Conducted RCA’s for both inhouse and vendor moderators in Ireland, UK, Germany, Netherlands and Malaysia to identify top errors and host calibrations to cascade the correct policy implementation. ● Daily sampling, arbitration tasks. Hosted calibrations with BPO vendors to close market misalignments.● Created and launched the quality analyst error-coaching program which increased project quality(2.5%) to 97% which resulted in my promotion

Dublin, County Dublin, Ireland

County Dublin, Ireland

Responsibilities:• Process and review accounts that have been flagged for review of potentially sensitive content to ensure there are no violations of policies• Validate, investigate and respond to inquiries of an urgent or sensitive nature within established guidelines. This includes coordinating with client subject matter experts to respond to, or support in the response to inquiries and/or escalations which may be generated by include but not limited to external third parties, Client or Accenture• Understand and perform content review under client supervision for International and domestic cases following client processes and procedures • Compliance with all client published policies and procedures and any legal and regulatory requirements that the company is obliged to adhere to • Assigned and accountable for workable solutions and processes within specific area of responsibility • Escalates issues to Operations Manager or client Point of Contact as appropriate• Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly• Addresses most non-routine issues • Ensures all work is performed in accordance with SLAs and metrics • Responsible for activities assigned by the Operations Manager

Bachelor'S Degree, Computer Science, 2.1

Introduction to Databases Advanced Programming Career Bridge Data Structures and Algorithims Server Side Development Object Oriented.

Bachelor Of Arts - Ba, Communication And Media Studies

Bachelor'S Degree, Communication And Media Studies

Bachelor Of Arts - Ba, Communication And Media Studies

Bachelor'S Degree, Media Studies And English

Media Studies/English