Sonam Gupta
Burhanpur
Summary
Content Moderation Professional experienced in policy compliance and training development. Achieved high customer satisfaction through effective problem resolution and collaboration. Focused on delivering positive customer experiences while adapting to new challenges.
Overview
9
9
years of professional experience
2016
2016
years of post-secondary education
Work History
Content Remediation
Wipro
Pune
02.2022 - 03.2026
- Reviewed user-generated content for compliance with community guidelines.
- Identified and flagged inappropriate material for further investigation.
- Monitored user-generated content for violations of community standards.
- Reviewed content for compliance with internal policies and procedures.
- Maintained up-to-date knowledge of platform policies and procedures.
- Collaborated with team members to resolve complex moderation issues.
- Trained new moderators on best practices and content review processes.
- Performed key job responsibilities in a timely manner. effectively efficiently accurately and efficiently.
Customer operation group
Wipro
Pune
02.2021 - 02.2022
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified customer needs to provide timely and effective solutions.
- Collaborated with diverse coworkers to resolve product and service issues.
- Proposed innovative ideas and solutions that improved team outcomes.
Call Quality Analyst
Wipro
Pune
02.2017 - 02.2021
- Audited recorded calls regularly to ensure adherence to quality standards.
- Delivered targeted feedback to agents, highlighting performance strengths and improvement areas.
- Analyzed customer interactions to identify trends and recommend enhancements.
- Partnered with management to create training materials that address identified skill gaps.
Education
Master of Arts - English Literature
Garware College
Pune , 07.2014 - 07.2016
Bachelor of Science - Biotechnology
Softvision College
Pune 08.2010 - 07.2013
St. Theresa Higher Secondary School
Burhanpur Skills
- Policy compliance
- Training development
- Data analysis
- Content moderation
- Quality assurance
- Customer satisfaction
- Problem resolution
- Process improvement
Accomplishments
Recognized twice with the Top Performance Award for excellence in Content Moderation.
Timeline
Content Remediation
Wipro
02.2022 - 03.2026
Customer operation group
Wipro
02.2021 - 02.2022
Call Quality Analyst
Wipro
02.2017 - 02.2021
Master of Arts - English Literature
Garware College
07.2014 - 07.2016
Bachelor of Science - Biotechnology
Softvision College
08.2010 - 07.2013
St. Theresa Higher Secondary School