Alan Castelino
Panvel
Summary
Experienced waiter with a diverse background in content moderation and inbound sales. Over 3 years of experience in providing exceptional customer service in a fast-paced dining environment. Previously worked as a Quality Auditor for content moderation, ensuring adherence to company standards, and as a Senior Sales Representative in an inbound sales process, achieving sales targets and delivering top-notch customer support. Strong communication, multitasking, and problem-solving skills, with a proven ability to handle various roles efficiently and effectively.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Head Waiter
Social Bistro
Navi Mumbai
06.2021 - Current
- Verified that all dishes served met quality standards established by the restaurant's management team.
- Prepared seating charts for large parties.
- Monitored wait staff performance and provided feedback when necessary.
- Took initiative to anticipate guest needs before they arose, ensuring excellent customer service at all times.
- Built relationships with regular customers through personalized service.
- Maintained an accurate record of all orders taken by waitstaff.
- Managed daily operations of the host stand including reservations, seating arrangements, and greeting guests upon arrival.
- Consistently monitored dining room ambiance including music levels, lighting, decorations.
- Worked closely with kitchen staff to ensure prompt delivery of food items when requested by guests.
- Assigned serving staff to specific stations throughout the restaurant.
Senior Quality Assurance Specialist
Bytedance
Mumbai
10.2019 - 06.2021
- Managed and moderated user-generated comments on online platforms for USA market vendors.
- Ensured adherence to quality standards and brand guidelines, maintaining a positive and engaging user experience.
- Collaborated with vendors to establish clear moderation guidelines and requirements.
- Reviewed and approved user comments for quality and relevance, ensuring they aligned with vendor objectives.
- Provided timely feedback and guidance to vendors regarding content moderation, promoting continuous improvement.
- Leveraged moderation tools and systems to efficiently monitor and categorize user comments.
- Conducted regular vendor performance evaluations to ensure quality standards were met.
- Collaborated with vendors to define and implement quality standards and moderation processes
- Conducted regular meetings and training sessions to align vendors with brand guidelines and objectives.
- Monitored vendor performance and provided constructive feedback to ensure quality and consistency.
- Managed vendor contracts, negotiations, and agreements, ensuring compliance with service level agreements (SLAs).
- Addressed and resolved any vendor-related issues or escalations in a timely manner.
- Conducted quality content audits for the Karnataka market and EU market.
- Evaluated online content and user-generated posts to ensure compliance with regulatory standards and brand guidelines.
- Assessed content for accuracy, relevance, and appropriateness, providing detailed reports and recommendations for improvement.
- Stayed updated on market-specific trends, regulations, and cultural sensitivities to ensure content alignment.
- Implemented minor review quality moderation processes to maintain a safe and inclusive digital platform.
- Enforced content guidelines and policies, addressing inappropriate or harmful user-generated content promptly.
- Conducted thorough reviews of user comments, posts, and media to identify potential safety concerns or violations
Senior Quality Assurance Auditor
Accenture
Mumbai
10.2015 - 10.2019
- Handling Community Operations guidelines policy (FB)
- Minor safety policies
- Cascading Policy updates
- Creating Monthly Business reviews and also assisting APAC
- Mentoring Program structured for Promoted or Newly joined Auditors
- Creating weekly assessments on Policy updates
- Hired for regional language expertise (Kannada Language)
- Experience in Handling North America and South Asia markets
- Lead the process for maintaining a strong internal Layered Process Auditing system
- Work with moderators to assure the proper usage of internal audits while supporting the correct type of audit write-ups that make the workflow better
- Perform root cause analysis with direct correlation to audit findings with a focus to improve the quality of the process.
Senior Customer Service Representative
Respondez, Spanco Bpo Services Limited
Mumbai
10.2013 - 10.2015
- Managed inbound sales inquiries and provided exceptional customer service to clients seeking cosmetic products
- Demonstrated extensive product knowledge and expertise, assisting customers in selecting the most suitable cosmetic solutions
- Built and maintained strong relationships with clients, addressing their concerns, and ensuring satisfaction throughout the sales process
- Consistently exceeded sales targets, resulting in increased revenue and market share
- Collaborated closely with cross-functional teams, including marketing and product development, to drive brand awareness and product launches
- Trained and mentored junior sales representatives, enhancing their product knowledge and sales techniques
- Utilized CRM systems to manage and track customer interactions, ensuring accurate and timely follow-up.
Education
Bachelor's degree - Economics
Mahamaya Technical University
01.2017
Skills
- Sales
- Inbound sales and customer service
- Relationship building and client management
- Buffet setup and takedown
- Team Supervision
- Table coordination
- High-volume dining
- Menu knowledge
- Special dietary requirements
- Food assembly
- Quality Control
Certification
- Google Sheets - The Comprehensive Masterclass
- Excel Essential Training (Office 365/Microsoft 365)
- Six Sigma Foundations
- Basic to Advanced Microsoft Excel
- ChatGPT & AI Tools
Timeline
Head Waiter
Social Bistro
06.2021 - Current
Senior Quality Assurance Specialist
Bytedance
10.2019 - 06.2021
Senior Quality Assurance Auditor
Accenture
10.2015 - 10.2019
Senior Customer Service Representative
Respondez, Spanco Bpo Services Limited
10.2013 - 10.2015
Bachelor's degree - Economics
Mahamaya Technical University
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