Prabjot Kaur
Brampton,ON
Summary
Dedicated and detail-oriented professional with over five years of experience in content moderation and customer care. Proven expertise in reviewing and managing content on major platforms like TikTok, YouTube and US Visa Process, ensuring compliance with client policies and community standards. Skilled in using various software applications for content moderation, including flagging inappropriate posts and conducting regular process audits. Adept at resolving customer inquiries and complaints, identifying needs, and delivering tailored solutions to enhance satisfaction. Demonstrates strong problem-solving abilities, critical thinking, and a commitment to exceptional service, complemented by experience in developing and maintaining effective policies and procedures. Reliable team player with a track record of handling high volumes of interactions and improving performance metrics.
Overview
9
9
years of professional experience
Work History
Advisor (Content Moderation)
Webhelp India (now Concentrix)
2019.12 - 2024.04
- Reviewed Video Content: Evaluated video content on TikTok according to client policies to ensure adherence to guidelines and standards.
- Software Proficiency: Utilized various software applications for content moderation, including flagging posts and removing inappropriate comments effectively.
- Audited Processes: Conducted regular audits of content moderation practices to ensure compliance with company standards and policies.
- Monitored Online Communities: Oversaw online communities to identify and address inappropriate content and behaviour, enforcing rules as necessary.
Advisor CRM (Content Moderation)
Concentrix Daksh
2018.01 - 2019.12
- Reviewed Comments: Evaluated and moderated comments on the YouTube platform to ensure compliance with community guidelines and maintain a positive user experience.
- Critical Thinking: Applied critical thinking skills to analyze problems, evaluate potential solutions, and make informed decisions.
- Customer Support: Managed basic customer queries related to login issues, appointments, visa delivery, and other concerns via email.
- Complaint Handling: Efficiently addressed escalated customer complaints, reducing the risk of dissatisfaction and negative publicity.
- Tailored Solutions: Identified customer needs and delivered customized solutions to meet their specific expectations and enhance overall satisfaction.
Customer Care Executive
Aegis BPO
2015.04 - 2015.11
- Customer Service Excellence: Emphasized exceptional customer service skills by addressing queries and complaints promptly, ensuring customer satisfaction in a high-stakes environment.
- Sales Alignment: Demonstrated ability to identify customer needs and provide tailored solutions, aligning well with matching customer needs to products and securing bookings.
- Communication Skills: Showcased strong verbal and written communication skills by handling complex customer inquiries and escalating complaints effectively.
- Problem-Solving: Utilized problem-solving skills to resolve customer issues efficiently, a key aspect of helping customers find solutions and addressing their concerns.
- Technology Proficiency: Leveraged computer skills to manage email communications and handle software systems, indicating comfort with various applications including Google, Word, and Outlook.
- Relationship Building: Developed and maintained strong customer relationships through personalized service, reflecting a friendly and approachable demeanor.
- Performance Metrics: Monitored and improved call center performance metrics, demonstrating attention to detail and a commitment to high standards.
- Flexibility and Availability: Showed flexibility by managing various aspects of customer care, which aligns with the need for flexibility in work schedule and remote environment.
- High Call Volume Management: Efficiently addressed approximately 105-115 customer inquiries per day, demonstrating strong ability to handle a high volume of calls and maintain exceptional service quality.
Education
Masters in Economics -
Indira Gandhi National Open University
01.2004
Bachelor of Arts Honours -
Delhi University
01.2003
Skills
- Problem solving
- Critical thinking
- Decision making
- Active listening
- Team collaboration
- Customer services
- Effective communication
- Time management
- Process improvement
- Adaptability
Accomplishments
- Got scholarship during graduation
Languages
English
Full Professional
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Timeline
Advisor (Content Moderation)
Webhelp India (now Concentrix)
2019.12 - 2024.04
Advisor CRM (Content Moderation)
Concentrix Daksh
2018.01 - 2019.12
Customer Care Executive
Aegis BPO
2015.04 - 2015.11
Masters in Economics -
Indira Gandhi National Open University
Bachelor of Arts Honours -
Delhi University
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