Stephanie Ward

Key Responsabilities:
• Team Management: Leading different teams of different languages, overseeing their performance in delivering services such as content moderation, flagged ads management, fraud detection, and messaging system operations.
• Performance Monitoring: Conducted daily monitoring of agent efficiency and quality, providing coaching and feedback to improve performance and maintain high service standards.
• Client Requests Handling: Processed and responded to client requests related to website user accounts, including blocking and unblocking profiles and addressing various account-related issues.
• Client Communication: Engaged with clients through emails, voice conferences, and face-to-face meetings, addressing concerns and aligning on service requirements.
• 1-on-1 Meetings: Held regular one-on-one meetings with agents to provide personalized feedback on quality and efficiency, as well as delivering ongoing general feedback to enhance team performance.
• Scheduling and Administration: Created monthly team schedules, approved vacation requests, and managed coverage for sickness and other absences to ensure smooth operations.
• Recruitment and Hiring: Participated in the recruitment process by selecting and interviewing new agents in collaboration with the manager and HR.
• Issue Resolution: Provided timely solutions to questions and issues raised by agents during shifts, ensuring continuous support and operational effectiveness.
• Operational Flexibility: Worked in various queues and services as needed due to high volumes, understaffing, or unexpected absences, demonstrating adaptability and problem-solving skills.
• Fraud Analysis and Training: Analyzed Trend Fraud files and shared insights with the team. Conducted training based on these analyses to improve team understanding and performance.
• Client Sample Analysis: Reviewed and provided feedback on client-provided samples, ensuring that results met client expectations and service standards.
• Documentation and Updates: Updated Confluence page with relevant information to keep all agents informed and ensure adherence to company procedures and assignment requirements.


• Service Delivery Monitoring: Monitored agent efficiency to ensure compliance with Service Level Agreements and company KPIs related to efficiency and quality.
Achievements:
• Successfully enhanced team performance through targeted coaching and feedback, resulting in an improvement in service quality and efficiency.
• Streamlined scheduling and coverage processes, reducing downtime and ensuring consistent team availability.
• Improved client satisfaction by effectively managing requests and maintaining clear communication.
Skills Developed:
• Leadership and team management
• Advanced performance monitoring and coaching
• Client relationship management
• Recruitment and talent acquisition
• Adaptability and problem-solving
• Effective documentation and process updates.

Key Responsibilities
• Mentoring and Training: Provided comprehensive mentoring to new agents in moderation and basic fraud detection. Conducted training sessions for Level 2, 3, and 4 agents, focusing on advanced topics such as online fraud, scams, spam detection, IP search, and police reporting.
• Team Management and Coaching: Manage and coach the teams, fostering a collaborative and high-performance environment. Offered ongoing guidance and support to ensure team members' professional growth and adherence to best practices.
• Documentation and Training Material Management: Upgraded and maintained all training manuals to reflect the latest industry standards, company policies, and regulatory changes. Ensured that all training materials were current and accurate.
• Refresh Training: Conducted refresher training sessions as needed to ensure that all team members were up to date with new tasks, procedures, and compliance requirements.
• Quality and Compliance: Ensured that all work was completed according to Service Level Agreements (SLA) and met the quality expectations set by the client. Monitored individual performance to maintain high standards of work and compliance.
• Support and Collaboration: Assisted and supported the Assignment Manager, Team Leaders, and colleagues. Played a key role in maintaining and expanding relationships with clients, ensuring their needs and expectations were met effectively.

• Continuous Improvement: Performed continuous analysis of individual and team quality, identifying areas for improvement and implementing corrective actions as necessary. Provided detailed reports on quality and efficiency to the HR specialist.

Key Responsibilities
• Content Analysis: Continuously analyzed online content to detect and address various forms of abuse, fraud, and quality issues. Implemented measures to minimize risk and ensure a safe user experience on the website.
• Fraud Detection: Collected and analyzed information from diverse sources to identify fraudulent activities. Supported online content moderators by providing insights and data to enhance the detection and management of abuse.
• Collaboration: Liaised with Specialists, Team Leaders, and Assignment Managers to develop and implement new strategies aimed at improving the effectiveness of content moderation and abuse detection tasks.
• Website Monitoring: Conducted regular checks of the website for fraudulent activities, spam, and illegal advertisements. Monitored and blocked telephone numbers and IP addresses to track and address fraudulent accounts.
• Filtering and Blocking: Managing filtering of suspicious words, email addresses, and other potentially harmful content to protect users and maintain the integrity of the website.
• Police Investigations: Assisted in police investigations by providing comprehensive reports on fraudulent advertisements and other illegal activities. Ensured that all relevant information was accurately documented and communicated to authorities.c

Key Responsibilities
Content Moderation Italian Language
• Review and monitored user-generated content to ensure compliance with community guidelines and policies.
Identified and removed inappropriate, harmful, or illegal content promptly.
Utilized moderation tools and platforms to manage large volumes of content efficiently.
Collaborated with the moderation team to update and refine content guidelines based on emerging trends and user behavior.
Customer Support Italian Language
• Provided timely and professional support to customers via email.
• Resolved customer inquiries and complaints with focus on delivering excellent service and maintaining high customer satisfaction.
• Escalated complex issues to appropriate departments, ensuring they were addressed and resolved in a timely manner.

Key Responsibilities

• Delivered exceptional customer service by promptly and courteously addressing guest needs, taking orders, and providing detailed menu information.
• Managed multiple tables efficiently in a fast-paced environment, ensuring timely and accurate order processing and delivery.
• Assisted with menu planning and provided recommendations based on customer preferences and dietary restrictions.
• Maintained cleanliness and organization of dining areas, including setting up tables, clearing, and resetting between guests.
• Collaborated with kitchen staff and management to ensure smooth operations and resolve any issues that arose during service.

Key Responsibilities

Greet clients warmly and make them feel welcome.
Assist clients with their belongings and provide a clean, comfortable environment.
Perform thorough and gentle shampoos, including scalp massages, using salon-approved techniques and products.
Prepare clients for their salon services by draping them properly and ensuring they are comfortable.

Key Responsibilities

Shop Assistance Greet customers warmly and offer assistance.
Provide product information and recommendations based on customer needs.
Handle customer inquiries, complaints, and returns professionally.
Assist customers with fitting rooms and ensure they have a pleasant shopping experience.

• Teleshopping Incoming Phone Handling:Answer incoming calls from customers interested in purchasing teleshopping products.
  Provide detailed information about the products, including features, pricing, and promotions.
  Assist customers with placing orders, ensuring accuracy in capturing customer details and order information.
  Address customer inquiries, concerns, and complaints in a professional and courteous manner.
• Order Processing:Accurately enter customer orders into the system, ensuring all necessary information is captured.
  Verify order details with customers to confirm accuracy.
• Scheduling Deliveries:Plan and schedule delivery routes to optimize efficiency and meet customer expectations.
  Communicate with delivery drivers to provide clear instructions and ensure smooth execution of delivery plans.
  Keep customers informed about the status of their deliveries and provide estimated delivery times.

Career Break
May 2004 – January 2007

"I took a planned career break midway through my pregnancy due to health reasons and subsequently gave birth to my daughter in September 2004. I chose to dedicate the next three years to raising her until she began kindergarten.

Key Responsibilities

Inspection and Testing Conduct thorough inspections of products at various stages of production.
Perform tests and measurements using appropriate tools and equipment to ensure product specifications are met.

Key Responsibilities

Machine Operation Operate on machinery on the production line to ensure optimal performance and productivity.