Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Taylor Schoffenburg

Chilliwack,BC

Summary

Detail-oriented, motivated professional that is skilled in communication, addressing customer concerns & inquiries, troubleshooting and technical solutions.


2 years of experience in technical support & customer service and 4 years of experience in online content moderation for high profile clients. Willing to gain new experience, and is a fast learner.


Proven ability to learn handle multiple tasks effectively and efficiently in fast-paced environments, and seeking to apply that to new endeavors.

Overview

7
7
years of professional experience

Work History

Advisor II, Content Moderator

Concentrix
08.2020 - 09.2024
  • Became familiar and proficient with a variety of tools and documentation to observe online conduct and to report, document and appropriately act on policy breaches.
  • Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
  • Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
  • Enhanced data-driven decision-making through regular reporting of key moderation metrics to management.
  • Ensured a consistent application of moderation standards across all categories, reducing discrepancies in enforcement actions taken against violators.

Tech Support Advisor I

Concentrix
02.2019 - 08.2020
  • Responsible for assisting clients who either submitted an email ticket or chatted in with any issues that they're encountering with their hardware, software or services, and to troubleshoot & solve their issues in a timely, efficient fashion.
  • This included addressing helpdesk troubleshooting, technical issues with VR equipment, order problems and account problems. Several quickly-learned tools and knowledge bases were used for assisting customers.
  • Improved overall user experience by providing personalized assistance based on individual client needs.
  • Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
  • Escalated high-priority cases to appropriate departments, ensuring swift resolution and preventing potential downtime for clients.

Customer Support Associate I

Concentrix
08.2018 - 02.2019
  • Enhanced customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Collaborated effectively with cross-functional teams to address complex customer issues and achieve positive outcomes.
  • Responded to customer requests for products, services, and company information.
  • Issued credits for contested returns, shipping fees and damaged merchandise.

Cast Member (Work Experience Role)

Galaxy Cinemas
09.2017 - 10.2017
  • Enhanced guest experience by providing exceptional customer service and maintaining a positive attitude.
  • Implemented problem-solving skills when addressing unexpected challenges or changes within the workplace setting.
  • Maintained cleanliness and organization throughout various areas, contributing to an enjoyable atmosphere for guests.
  • Collaborated with fellow cast members to ensure seamless operations and consistent guest satisfaction.

Education

High School Diploma -

Chilliwack Secondary School

Skills

  • Ticket management
  • Helpdesk operations
  • Escalation procedures
  • Communicating with clients
  • Technical issues analysis
  • Technical support services
  • Problem-solving abilities
  • Multitasking
  • Adaptability
  • Critical Thinking
  • Troubleshooting
  • Fast learner

Languages

English
Native or Bilingual

Timeline

Advisor II, Content Moderator

Concentrix
08.2020 - 09.2024

Tech Support Advisor I

Concentrix
02.2019 - 08.2020

Customer Support Associate I

Concentrix
08.2018 - 02.2019

Cast Member (Work Experience Role)

Galaxy Cinemas
09.2017 - 10.2017

High School Diploma -

Chilliwack Secondary School

Similar Profiles

CREATE PROFILE
Taylor Schoffenburg