VEDIKA PAIGWAR

Working as a Subject Matter Expert (SME) for approx 1 year in content moderation involves leveraging specialized knowledge to review and analyze user-generated content, ensuring compliance with community guidelines and platform policies. This role demands not only subject matter expertise but also strong communication, critical thinking, and decision-making skills.

Key Responsibilities:

• Flagging Violations: Identifying and flagging harmful, inappropriate, or illegal content, including hate speech, explicit material, harassment, and misinformation.
• Escalation and Reporting: Taking appropriate action based on the severity of violations, such as content removal, account suspension, or other corrective measures. Escalating complex or high-risk content for further review when necessary.
• Training and Support: Mentoring and supporting fellow content moderators, particularly in handling sensitive, complex, or nuanced issues related to your area of expertise

A results-driven and customer-centric professional with 3 years of overall experience in the BPO and service industry, with a strong focus on delivering exceptional customer experiences and maintaining platform integrity.

• My experience is divided into 2 years of international chat support and 1 year in content moderation, both of which have strengthened my communication, analytical, and decision-making skills.
• As a Customer Support Executive in international chat support, I managed real-time interactions with customers across global markets, primarily through chat and email platforms. My responsibilities included addressing a wide range of customer queries, providing product and service information, resolving complaints, processing requests, and ensuring a seamless customer journey. I consistently met performance targets such as CSAT (Customer Satisfaction Score), AHT (Average Handling Time), and FCR (First Contact Resolution). My role demanded multitasking, attention to detail, empathy, and proficiency
• Through these roles, I developed a well-rounded skill set in customer empathy, problem-solving, communication, digital tools, policy enforcement, and quality assurance.
• Awarded with Star corporate awards for performing excellently well over a period of months. Provided valuable insights for business improvement.