• Managed and maintained agents' performance data using Google Sheets, ensuring accurate tracking of key metrics such as productivity, response time, and customer satisfaction scores.• Led initiatives to improve client satisfaction, achieving a 10% increase in customer retention through data-driven upselling strategies.• Tracked and monitored case resolutions, providing regular updates and recommendations for improving service delivery. Catered to clients across NA, APAC, and EMEA markets, adapting support processes to meet regional needs and drive revenue growth.

• Created comprehensive reports on content moderation trends, including case volumes, types of violations, and compliance metrics, supporting data-driven decision-making.• Utilized Google Sheets to track and manage content moderation data, ensuring accurate record-keeping for flagged content, guideline adherence, and actioned cases.• Improved operational efficiency by 12% through the implementation of new moderation workflows, contributing directly to risk mitigation and compliance success across NA, APAC, and EMEA markets.• Worked directly with clients to identify policy gaps and developed a solution to improve content moderation, which was adopted by clients and management. This led to higher offender detection and earned recognition for workflow improvement contributions.