Hi, I’m
SWATISMITA BEHERA
Content Moderator With Customer Handling Skill
Hyderabad
Summary
PROFILE SUMMERY Content moderator Content Moderation Policies Trendspotting and User Flags Customer service associate. Digital Channel Monitoring Good in customer relationship management. Confident team player with experience working on a team. Conversant with a go-getter with strong communication, coordination, analytical & networking abilities. Proficiency in MS office. Familiarity CORE COMPETENCIES with Content Management System Knowledge of Social Media Platforms Content Moderation Policies and Guidelines Critical thinking. Good customer service and interpersonal skills. Adapt readily to new challenges and environment. Handle ad-hoc projects or customer issues analysis. Draw on strong analytical skills to define priorities and deliver results on time. Attention to detail and the ability to prioritize and meet deadlines Depicts a "value for money" mind set.
Overview
5
years of professional experience
Work History
GenpactHyderabad
Content Moderator
05.2022 - Current
Job overview
- Seeking a role as a Content Moderator to leverage my experience in enforcing protocols, scaling moderation with automated algorithms, and providing periodic reports to upper-management
- Passionate about developing successful relationships with vendors and subject-matter experts and proactively monitoring multiple digital channels for offensive, inappropriate, or illegal content
- Focused on providing stakeholders with the best content moderation and ensuring compliance with current legal regulations
- Key Result Areas:
- ModerationWork
- Revised and enforced content moderation protocols, complying with current legal regulations while addressing troublesome trends and user flags
- Generated periodic reports on moderation performance, enabling stakeholders to benchmark against goals
- Developed relationships with vendors and subject matter experts, ensuring effective communication and successful resolution of escalated content issues
- Achievements
- Awarded for quality champ for August month 2022 and ART champ for July month 2022
- Removing inapropriate content from the business site
- Maitain quality for the project given by the client, post-production tracked daily progress,scrubbed for Topprofiles.
Q – Conneqt Business Solution LtdHyderabad
Customer Support Associate Both in Voice and N-vo
05.2019 - 01.2022
Job overview
- Result Areas:
- We handle BPO operations for our Client – Axis Bank
- Provide superior customer service via telephone and e-support for the existing customers
- Retain Axis Bank customers and increase customer loyalty while projecting a professional, efficient and positive approach
- Assist customers with inquiries concerning loan payment, statement and disbursement
- Proactively contact customers who are identified as at risk of cancellation and ensure that every opportunity to retain these customers is investigated
- Assist in identifying opportunities within accounts for sales teams
- Implement customer retention programs and identify cross-selling opportunities proactively
- Able to multitask between CSE and retention role as needed
- Achievements:
- Awarded Star of the month for Nov 2019 for providing faster resolutions to customers and added 15 new customers through personal loans
- Topped the chart for consecutive 2 quarters in Customer transition Analysis (CTA) with a score of more than 95%
- Awarded “WOW” for Sept 2019 for outstanding performance and extraordinary contribution to the company by adding 1crore revenue to these two months.
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Provided primary customer support to internal and external customers.
- Assisted sellers with platform requirements for renewals and upgrades.
- Advocated for sellers and provided feedback to enhance selling process for overall improvements.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Utilized customer service software to manage interactions and track customer satisfaction.
Education
North Orissa University
MA from Economics
University Overview
GPA: 58.56
North Orissa University
BA from Economics
University Overview
GPA: 59.55
Govt. Woman’s College
H.S.C
University Overview
GPA: 54.56
N.S. Police High School
H.S.C
University Overview
GPA: 46.65
Skills
O MS Office Suite and Internet ApplicationsO PGDCA
[Type] online platforms knowledge
[Type] online platforms knowledge
Problem-Solving
Organization and Time Management
Analytical and Critical Thinking
Team collaboration
[Type] media expertise
Staff leadership and supervision
Excellent Communication
Timeline
Content Moderator
Genpact
05.2022 - Current
Customer Support Associate Both in Voice and N-vo
Q – Conneqt Business Solution Ltd
05.2019 - 01.2022
North Orissa University
MA from Economics
04.2016
North Orissa University
BA from Economics
04.2013
Govt. Woman’s College
H.S.C
04.2010
N.S. Police High School
H.S.C
04.2008