Gustavo Zanetti Email & Phone Number

Dublin, County Dublin, Ireland

Vendor Management - Oversee relationships with vendors - Monitor vendor performance and compliance.Content Moderation and Review - Evaluate and review contents on the platform. - Ensure adherence to community standards. - Address and resolve user content issues.Policy Enforcement - Implement and enforce company policies and guidelines. - Conduct regular policy reviews and updates. - Collaborate with teams to ensure… Show more Vendor Management - Oversee relationships with vendors - Monitor vendor performance and compliance.Content Moderation and Review - Evaluate and review contents on the platform. - Ensure adherence to community standards. - Address and resolve user content issues.Policy Enforcement - Implement and enforce company policies and guidelines. - Conduct regular policy reviews and updates. - Collaborate with teams to ensure compliance.Documentation Management - Create and maintain comprehensive documentation. - Ensure accessibility and organization of documents. - Update records as needed to reflect changes.Training and Onboarding - Develop and deliver training programs for new hires and vendors - Facilitate onboarding processes - Evaluate training effectiveness and update materials.LLM Quality Evaluation - Assess the performance and output quality of language models. - Identify areas for improvement and report findings. - Collaborate with developers to enhance model accuracy. Show less

Dublin, County Dublin, Ireland

- Responsible for monitoring international short video content quality to ensure community ecological security;- Conduct quality assessment work by ensuring and evaluating the quality delivery of the content reviewed in English markets;- Provide QA reports to Supervisor;- Enhance moderation policy;- Work closely with local Operations and Safety teams;- Participate in the development of quality inspection standards and continuously optimize the process and system… Show more - Responsible for monitoring international short video content quality to ensure community ecological security;- Conduct quality assessment work by ensuring and evaluating the quality delivery of the content reviewed in English markets;- Provide QA reports to Supervisor;- Enhance moderation policy;- Work closely with local Operations and Safety teams;- Participate in the development of quality inspection standards and continuously optimize the process and system platform;- Help build scalable and effective labelling processes;- Conduct root cause data analysis and provide key actions to improve processes;- Produce structured feedback, support and supervision, and acting as a trusted point of contact for external stakeholders Show less

Dublin, Ireland

• Provided support enabling Operations delivery against the agreed standards and business requirements• Monitored, evaluated, counseled and documented employee’s quality performance and provided coaching assistance as needed to meet goals and expectations• Monthly Presentations Reports with the Markets I support: data analysis, impact, dependencies, challenges• Supported the Market Team Leads to establish Action Plan or Performance Improvement Plan to improve Reps Quality… Show more • Provided support enabling Operations delivery against the agreed standards and business requirements• Monitored, evaluated, counseled and documented employee’s quality performance and provided coaching assistance as needed to meet goals and expectations• Monthly Presentations Reports with the Markets I support: data analysis, impact, dependencies, challenges• Supported the Market Team Leads to establish Action Plan or Performance Improvement Plan to improve Reps Quality Performance• Performed, provided and completed data analysis and reports to establish trends as requested• Delivered training to auditors on new or changing Content Policies, as well as “refresher” training on existing Content Policy, mentor auditors on the use of audit tools and systems• Actively reviewed decision accuracy audits to ensure consistency and alignment with our community standards and internal policies• Managed investigations and escalations of inaccurate decisions, to understand the root cause(s), especially in cases where policies are new, the content is ambiguous, or the decision has an outsized impact if incorrect• Working within and promoting the Company Values – Customer Focus, Accountability, Respect, Effective Communication and Empowerment Show less

Dublin, Ireland

• Working with the law enforcement team to analyse and handle requests according to terms os use and applicable guidelines, proposing changes to optimize the process.• Develop ways to improve the user's safety on the platform by improving our processes and tools.• Use your problem solving skills to resolve large and complex business problems.• Collaborate with cross-functional teams.• Responsible for analyse, escalate and categorize sensitive tasks in able time.

Dublin

• Working on site for the world’s biggest social media company;• Analyzing and classifying reported content in accordance to client's policies;• Responsible for maintaining user safety, engagement and site integrity• Using automated internal data mining tools including the use of KDD tools• Data segmentation and clustering• Identifying trends and performing root cause analysis• Responding to contact from users within agreed turnaround times and standards of quality•… Show more • Working on site for the world’s biggest social media company;• Analyzing and classifying reported content in accordance to client's policies;• Responsible for maintaining user safety, engagement and site integrity• Using automated internal data mining tools including the use of KDD tools• Data segmentation and clustering• Identifying trends and performing root cause analysis• Responding to contact from users within agreed turnaround times and standards of quality• Constantly achieving monthly target of quality and production• Above 98% quality and production consecutively every month in the last 11 months• Team POC• Achievements: “Colleague of the month” in the second month in the company, “Best performance of the month” for two months, 100% quality achieved in four consecutive months, POC for one of the policies;• Working in a Safety tasks;• Gathering and analyzing relevant data by creating and interpreting reports, dashboards and presentations.Achievements:- Probation period passed with excellent quality of work. Show less

Ireland

• Focused on end users. Being the voice of support to Google free products in the Portuguese and Spanish markets by communicating with users on Google CRM; • Emphasis on driving high customer satisfaction and resolution.• Troubleshooting with users, processing suggestions and escalating issues, bugs, and other information to ensure a constant improvement in the user experience;• Answering users questions about our products using the relevant KB, localized Playbooks, Company’s Forum… Show more • Focused on end users. Being the voice of support to Google free products in the Portuguese and Spanish markets by communicating with users on Google CRM; • Emphasis on driving high customer satisfaction and resolution.• Troubleshooting with users, processing suggestions and escalating issues, bugs, and other information to ensure a constant improvement in the user experience;• Answering users questions about our products using the relevant KB, localized Playbooks, Company’s Forum and Help Center; • Encouraging users to interact and participate in Google’s online communities; • Answering chats, phone calls and e-mails daily promptly and professionally; • Creating and revising canned responses for playbook and support guidelines; • Assisting with social projects and special reports as needed;• Analyzing rules for products purchased to refund.• Presenting monthly Content & Quantitative Analysis, including KPIs and providing relevant insights. Show less

Porto Alegre E Região, Brasil

• Helping to create and revising marketing campaigns to social medias (Facebook, Instagram, YouTube);• Controlling purchases of medical product with focus on save money;• Helping the agents to do the best service and experience focused on end customers;• Provided technical support to Customers via telephone. Support included questions about Desktop, Server, Software, Hardware, Telecom, Users’ Accounts, Printers, Local Area Networking, Remote Access Tools. • Responsibility to… Show more • Helping to create and revising marketing campaigns to social medias (Facebook, Instagram, YouTube);• Controlling purchases of medical product with focus on save money;• Helping the agents to do the best service and experience focused on end customers;• Provided technical support to Customers via telephone. Support included questions about Desktop, Server, Software, Hardware, Telecom, Users’ Accounts, Printers, Local Area Networking, Remote Access Tools. • Responsibility to find a company to change the CRM and analyse the cost based in technical knowledge (Delphi and Java languages). • Creating and revising routines to purchases and sales (peripheral, medicines, office) using Office Excel.• Creating spreadsheets, presentations and events on Office package. Show less

Porto Alegre E Região, Brasil

• Provided technical support to Customers via telephone. Support included questions about Desktop, Software, Hardware, Printers, Remote Access Tools. • Troubleshooting with users on phone, escalating issues, bugs, and other information to ensure a constant improvement in the user experience;• Responsibility to computer maintenance (hardware and Software);• Helping the agents in how to use the system and the better way to do it.• Worked to achieve individual and team goals, SLA… Show more • Provided technical support to Customers via telephone. Support included questions about Desktop, Software, Hardware, Printers, Remote Access Tools. • Troubleshooting with users on phone, escalating issues, bugs, and other information to ensure a constant improvement in the user experience;• Responsibility to computer maintenance (hardware and Software);• Helping the agents in how to use the system and the better way to do it.• Worked to achieve individual and team goals, SLA and KPIs; Show less

Porto Alegre

Recebimento de mercadorias, conferência, expedição, entregas, gerenciamento de estoque.

Porto Alegre

• Provided technical support to Customers (Light Electrical of Brazil) via telephone and chat. Support included questions about Desktop, Software, Hardware, Printers, Remote Access Tools. Average of 20/30 calls per shift & around 15 - 25 chats daily;• Managed all calls logged end to end, and provided regular updates to customers on call status;• Invoked escalation procedures within defined time frames and monitored ticket queues; • Worked to achieve individual and team goals, SLA… Show more • Provided technical support to Customers (Light Electrical of Brazil) via telephone and chat. Support included questions about Desktop, Software, Hardware, Printers, Remote Access Tools. Average of 20/30 calls per shift & around 15 - 25 chats daily;• Managed all calls logged end to end, and provided regular updates to customers on call status;• Invoked escalation procedures within defined time frames and monitored ticket queues; • Worked to achieve individual and team goals, SLA and KPIs;• Ensured quality standards were adhered to in regards to both cases & calls;• Managed customer suggestions, complaints, and general comments received; Show less

Bachelor Of Business Administration - Bba, Business Administration, Management And Operations

Activities and Societies: Franchising project. Bacharel em administração de empresas.

Technic, Computer Software Technology/Technician

Activities and Societies: Computers Tecnologies.