•Identify problem areas and flag them to engineers and legal teams.•Answer customers’ questions and resolve any issues that they may be facing with the Meta pay products.•Creating policies and procedures (SOPs and Knowledge Base Articles), establishing guidelines and protocols for problem resolution on payment platforms.•Resolving legal complaints, ensuring an outstanding customer experience,•Enhanced user satisfaction for financial products through comprehensive feedback analysis from both B2B and B2C clients.•Successfully led a team of 15 BPO customer service agents, responsible for delivering top-tier service to our clients.•Developed and implemented a comprehensive training program that increased team efficiency and reduced onboarding time by 30%.•Conducted regular performance evaluations, providing constructive feedback to team members and recognizing top performers.•Acted as the first point of contact for complex customer inquiries and escalated issues, demonstrating strong problem-solving skills and a customer-focused approach.•Collaborated with other departments to address client-specific concerns and collaborated on strategies to enhance the customer experience.•Established policies, procedures, and Knowledge Base Articles for streamlined problem resolution on various payment platforms.•Successfully handled legal complaints and maintained consistent service quality.•Created a customer service program from the ground up for NFTs on Instagram. ( Documentation, procedures, and automation)•Reviewed and scored BPO agent's interactions with customers to guarantee adherence to processes and the provision of accurate, professional, and courteous information.•Facilitated proactive solutions through data analysis and workflow optimization.

•Learning technical expertise in assigned areas of product functionality and using that expertise to help customers. (ie: CSS, javascript, email marketing workflows...)•Creating scripts to automate repetitive tasks or scripts to enable faster troubleshooting.•Helping customers to reach their goals with the CRM and effectively resolve issues through phone, email, and chat.•Contributing to the growth of best practices for the delivery of support services.•Helping and troubleshooting issues and ensuring successful resolution of challenging technical situations.•Providing root cause analysis in order to enhance tools.•Managing customers' expectations and experience in a way that results in high customer satisfaction.•Learning technical expertise in assigned areas of product functionality and using that expertise to help customers.•Providing strategic & guidance to marketers, salespeople, and service professionals across the customer base that uses the HubSpot software.•Customizing solutions that help customers move forward and grow their business•Working with composure, resilience, and flexibility as customer needs evolve and cause volume changes.•Proactively keeping customers up to date regarding the status of the solution and the new enhances in the CRM that is relevant to their business.

•Identifying hardware and software solutions.•Troubleshooting technical issues.•Led, trained, and motivated a customer care team to deliver exceptional service.•Designed product training programs, improving first-contact resolution rates and customer satisfaction.•Established a Quality program, enhancing agent performance, and creating escalation procedures.•Managed complex customer cases and authored team documentation.•Providing support in the form of procedural documentation.•Managing multiple cases at one time.

•Handling escalated Facebook issues reported for personal safety incidents and property damage, guaranteeing that users receive excellent assistance at sensitive scenarios (cases involving complex damages, trauma orpersonal harm and brand risk among others)•Gathering and analysing relevant data, suggesting improvements in the tools and techniques to help scale the team and to mitigate future risks.•Answer emails from customers and work to resolve their queries in real-time or work with the most relevant department so it can be dealt with appropriately.•Troubleshooting issues and product vulnerabilities to implement large-scale quality improvements in collaboration with the global team from Policy, Enforcement, Product, Engineering, Tools and Legal to prevent violative content from appearing on the site. •Escalations POC: Identifying urgent sensitive escalations.•Researching and stay up-to-date on key trends and suspicious patterns across policy areas.•Ensure business development by actively seeking solutions to customer needs and suggesting innovative solutions on behalf of the customer experience.• Support and teach team members about the Policy of the company and how to apply it properly by designing and delivering different sessions.• Create and implement personal Action Plans to help team members underperformance.•Making a Facebook brand a safe place for users, viewers, and content creators around the world to belong and express themselves.

• Escalate the voice of the Facebook community and Analyse final user behaviour. Also, collection of data to improve the internal system and tools.• Develop and enhance the Policy of the company, processes and toolsworking with the Policy Team and Engineers.• Study trends in social media, research popular social media platforms, study emerging social media tools and observe how often those platforms and tools are used.

•Processing and reviewing accounts that have been flagged to review potentially sensitive content to ensure there are no violations of policies.• Recognizing international, domestic, and regional trends and patterns.• Understanding and performing content reviews under client supervision for International and Domestic cases following client processes and procedures.• Demonstrating speed, agility, critical thinking, and problem-solving skills in a fast-paced environment.• Writing Client reporting, trade processes, and problem resolution.• Support the Services manager and the operations team to ensure the integrity of the data systems.