Venkatesh R

To secure a position with a well established organization and can maximize my management skills, Quality Assurance, Program development and training experience. With a stable environment that will lead to a lasting relationship with the organization.

• Policy Enforcement & Judgment: Applied complex content policies and guidelines (e.g., related to hate speech, spam, misinformation, graphic content) to make high-stakes, real-time decisions on user-generated content across diverse platforms.
• Quality Assurance & Accuracy: Maintained an average decision accuracy rate of 90% while reviewing a high volume of content, contributing directly to platform safety and integrity.
• Trend Identification: Proactively monitored and identified emerging moderation trends and policy loopholes, escalating critical issues to policy teams and suggesting effective countermeasures.
• Problem Resolution: Successfully managed and resolved an average of 30 tickets/interactions per day via Channels: email, chat, phone, maintaining a high First Contact Resolution (FCR) rate of 100%.
• De-escalation & Empathy: Expertly handled sensitive or escalated customer issues, employing strong active listening and de-escalation techniques to turn negative experiences into positive resolutions.
• Product Knowledge: Served as a subject matter expert, effectively communicating complex product features and troubleshooting steps in a clear, user-friendly manner.

• Quality and process improvement
• Training and monitoring.
• Under taking responsibilities of eliminating unnecessary steps within the process for efficient functioning, ensuring uniformity in the process under standing at the client’s and the organization’s end.
• Assessing the customer feedback, evaluating areas of improvements.

• Manually review high-volume, user-generated content (text, images, video, audio) against complex Community Guidelines, Terms of Service, and regional legal requirements
• Make consistent, timely, and objective decisions on content, applying policies related to Hate Speech, Graphic Violence, Misinformation, Spam, and other prohibited categories
• Maintain a high personal Quality Assurance (QA) score and decision accuracy rate, participating in regular calibration and training sessions to ensure consistency across the team
• Manage and resolve user support inquiries, content appeals, and policy clarification requests received through various channels (e.g., ticketing systems, email, social media, chat)
• Handle sensitive or highly emotional user interactions, including de-escalating frustrated or angry customers/users while maintaining professionalism and company policy adherence
• Provide constructive feedback on internal tools and existing policies to improve the efficiency, clarity, and fairness of both the moderation and customer support processes