Joshua Michael Mwambu
Nairobi, ,Umoja 1, House No.
Summary
With 3 years of experience as a Chat moderator, excelling at customer satisfaction and retention. Sales support specialist. Flexible and hardworking in deadline-driven environments.
Overview
4
4
years of professional experience
Work History
Content Moderator
Cloud Factory Kenya
Nairobi, Kenya
06.2021 - Current
- Managed to review over 50 posts and comments including text images and videos to ensure compliance.
- Reviewing content to determine if it violates any laws or regulations, such as those about hate speech, bullying, or harassment
- Reviewing content for plagiarism or copyright infringement, or for obscene language or pornographic images
- Reviewing content for obscene language or pornographic images, such as photos or videos, which might violate state laws regarding child pornography
- Monitoring social media channels for illegal activity or violations of company policies
- Reviewing content for potential threats to public health or safety, such as instructions on how to make explosive devices or biological weapons
- Reviewing content for bias or discrimination against specific groups of people based on age, race, religion, disability status, sexual orientation, or gender identity or expression
- On average, managed to filter over 70 illegal and inappropriate content. This increased compliance to 85% of content consumed.
- Proofread, edited, and evaluated final copies to verify content aligned with established guidelines
Chat Agent
Jumia Kenya
06.2020 - 03.2021
- Resolved over 15 customer queries per day
- Daily, average Driving meaningful conversations with customers
- Managed t over 10 engagements with customers proactively.
- Listening to customers' queries, and documenting to help in decision-making
- Responded to customer inquiries and provided accurate information about products and services via live chat
- Assisted customers with order placement, product returns, and order tracking
Education
Certificate - Customer Service Management
Amref International University
Nairobi, Kenya2022
Certificate - Electronic Record And Document Management
Kenya School Monetary School
Nairobi, Kenya2022
Diploma - Purchasing, Procurement, And Contracts Management
Kenya Institute Management
Kenya2020
Certificate - Business Management
Kenya Institute Management
Kenya2015
Skills
- Exceptional communication skills
- Creative problem solver
- MS Windows proficient
- Quick learner
- Strong client relations
- Mediation capability
- Fast typist
- Macro Proficient
- Cultural Awareness
- Content Development
Timeline
Content Moderator
Cloud Factory Kenya
06.2021 - Current
Chat Agent
Jumia Kenya
06.2020 - 03.2021
Certificate - Customer Service Management
Amref International University
Certificate - Electronic Record And Document Management
Kenya School Monetary School
Diploma - Purchasing, Procurement, And Contracts Management
Kenya Institute Management
Certificate - Business Management
Kenya Institute Management
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