• Extensive experience in trust and safety policies, with training provided to nearly 100 new hires across various departments.• Contributed to the design of comprehensive training programs for the client, aimed at developing a skilled workforce.• Led a training initiative to enhance nesting scores prior to official operations endorsement.• Evaluated training effectiveness and applied feedback to refine and improve the overall training experience.• Handled escalations and complex moderation cases, ensuring quality through informed decision-making.• Supported content moderators by assisting with challenging live and appeal cases.• Conducted a Root Cause Analysis to find a violation patterns for Training Department.

• Moderated e-commerce content for the Social Media project, ensuring compliance with platform standards.• Reviewed and filtered short videos, live content, and ad structures within product listings to maintain quality and platform safety.• Maintained a strong awareness of policy updates and queue adjustments, adapting quickly to queue changes.• Acted as the designated point of contact in the absence of the Team Leader, guiding teammates to minimize errors and enhance overall team accuracy.

• Delivered exceptional customer service to U.S. credit card customers through both inbound and outbound interactions.• Managed accounts, processed payments, and conducted preliminary investigations of suspicious transaction activities, escalating issues to the appropriate departments as needed.• Performed quick assessments of customers' financial needs based on spending patterns to identify opportunities to offer additional value.• Built strong relationships with Card Members, ensuring a memorable and positive experience with AMEX.• Extended relevant offers and generated value for eligible Card Members.

• Managed and Supervised Agents: Oversaw the performance and development of agents, ensuring efficient operations and adherence to company standards.• Developed Marketing Strategies: Crafted innovative marketing ideas and strategies to enhance brand visibility and drive business growth.• Created and Proposed New Projects: Designed and proposed new projects and transaction processes to improve operational efficiency and business outcomes.

• Sales for Under-Construction Properties: Responsible for selling under-construction houses, effectively presenting property features and benefits to potential buyers.• Achieved Initial Sales Success: Successfully brought in 5 prospects within the first month and closed 4 sales, demonstrating strong initial performance and closing skills.• Continuous Improvement: Actively refined and enhanced sales techniques over time to increase effectiveness and adapt to market conditions.• Expanded Role to Marketing: Additionally tasked with marketing responsibilities for the company while continuing to perform as a real estate agent, integrating sales and marketing efforts to boost overall company performance.Then tasked to do marketing for company while being Real Estate Agent.

• Managed Inbound Calls for Passengers and Drivers (Grab Project): Initially responsible for handling a high volume of inbound calls from both passengers and drivers, ensuring efficient and effective resolution of their concerns.• Promoted to Emergency and Accident Department: Within three months, advanced to the specialized Emergency and Accident department, a role reserved for agents with exceptional attention to detail and strong call-handling skills.• Recognized for Outstanding Performance: Received two appreciation pins—one for being a top-performing agent for three consecutive months, and another for excelling as the Knowledge Base (KB) Master (Subject Matter Expert), providing guidance and support to new agents in resolving complex issues.