Responsible for the day-to-day management & leadership of a team comprising of 15-20 agents in ContentModeration as part of Trust & Safety Management Team;Ensure team performance aligns with SLAs, emphasizing efficiency and quality;Manage relationships with the client Moderation team, coordinating with internal stakeholders and externalpartners for business-related matters;Closely collaborate with the HR department, identifying suitable prospects throughout the recruitmentprocess;Conducting effective coaching, feedback sessions, and performance reviews;Collaborating with stakeholders in training, WFM, quality, policy, and the client Moderation team to ensurealignment with business goals and content moderation best practices;Promptly report and escalate system issues, bugs, and downtime to management as needed;Contributing to the Ops Modernization Team, leveraging digital solutions and platforms from Genpact toupdate and improve dashboards for comprehensive operations reporting;

Monitor project's daily operational business KPIs (Service Level, Customer Satisfaction, InteractionHandle Time), ensuring successful delivery of contractual targets;Conduct weekly/monthly client business review meetings, reviewing performance, providing in-depthanalyses, findings, and intended courses of action;Create plans to address clients’ business needs;Collaborate with internal teams (e.g. Operations, Quality, Training & Senior Management) to addresscustomers’ needs;Closely collaborate with the HR department, identifying suitable prospects throughout the recruitmentprocess;Coach and support the team members to provide first class customer service via voice email or livechat for JD Sports brand;

Tasks:-coach and support the team members to deliver high quality customer service to General Motors for inbound calls ranging from emergency services, where drivers may have become unwell or have had an accident-lead and develop team members in a way that creates an engaged and value driven environment-deliver and meet individual and company quality standard by driving performance through training, feedback and coaching-develop a customer obsession culture-responsible for working with HR to recruit team members-responsible for monitoring accuracy, client satisfaction, average handle time, attendance and attrition-manage the floor operations on a day-to-day basis covering approximately 130 advisors offering support in 21 languages, on a 24/7 shift coverage-process improvement/quality control-prepare the weekly business review, reports and graphics with the team performanceCourses in Concentrix University:-Team Leader Academy -ITIL Foundation

-coach and support the team members to deliver high quality customer service to General Motors for inbound calls ranging from emergency services, where drivers may have become unwell or have had an accident

Tasks:-take inbound calls ranging from emergency services, where drivers may have become unwell or have had an accident-case management-answer to emails from customers

Providing a very good guest service Making sure players are treated fairly and enjoying their casino experience. Dealing various games such as: Blackjack, American Roulette, Caribbean Stud Poker, Craps and Texas Hold’em. Implemented, managed, developed and trained other dealers on Dice, the most successful new game introduced to G Casino in Luton.

It provided a very good service regarding order picking of food products everywhere in Italy and Europe for Grandi Salumifici Italiani Company.

The company is one of eleven cruise ship brands owned and operated by Carnival Corporation & PLC. Casino Dealer.Tasks:Providing a very good guest service Making sure players are treated fairly and enjoying their casino experience. Dealing various games such as: Blackjack, American Roulette, Caribbean Stud Poker, Fun 21, Let It Ride, Craps and Texas Hold’em. At the end of every night the casino dealer had to do the box-count with the cashier and supervisor on duty.