Summary
Overview
Work History
Education
Skills
Interests
Timeline
Generic

Rejoice Tanko

Content Moderator

Summary

Dynamic professional with extensive experience at Teleperformance and Fidelity Bank Plc, excelling in content moderation and quality assurance. Proven ability to enhance user experience through meticulous attention to detail and effective teamwork. Skilled in online research and customer service, consistently achieving high standards in content management and fostering a positive community.

Overview

10
10
years of professional experience
2
2
Languages

Work History

Content Moderator

Teleperformance
03.2023 - Current
  • Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
  • Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
  • Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
  • Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
  • Reduced response time for content review, ensuring a safer online environment for users.
  • Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
  • Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
  • Elevated collaboration among moderator teams by actively participating in meetings, discussions, and information sharing sessions.
  • Drove accuracy of content through careful proofreading and fact-checking.
  • Edited and revised wide array of content for accuracy, clarity and consistency.
  • Acquired in-depth knowledge of content areas to provide effective edits.
  • Ensured a consistent application of moderation standards across all categories, reducing discrepancies in enforcement actions taken against violators.
  • Supported user satisfaction through prompt resolution of reported concerns regarding offensive or inappropriate material.

Quality Assurance Analyst

Fidelity Bank Plc
12.2022 - 02.2023
  • Mentored and coached team members on QA topics and strategies.
  • Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
  • Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
  • Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
  • Acted as a liaison between the QA team and other departments such as Development, Customer Support, and Product Management, ensuring effective communication throughout all stages of the project lifecycle.
  • Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
  • Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.

Customer Service Representative

Fidelity Bank Plc
06.2017 - 12.2022
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
  • Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Enhanced customer satisfaction by resolving complex issues promptly and professionally.
  • Exceeded first-call resolution targets by actively listening to customers'' concerns and addressing them thoroughly.
  • Adapted quickly to new technologies introduced into the call center environment, utilizing tools effectively during customer interactions.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Reduced call resolution time through efficient problem-solving and communication skills.
  • Retained customers considering cancellation by addressing their concerns, offering alternative solutions, and showcasing the value of our products and services.
  • Utilized CRM software efficiently, updating customer profiles accurately during each interaction.
  • Achieved high-quality service by adhering to company policies and procedures during each interaction.
  • Participated in ongoing training sessions, continuously enhancing product knowledge and customer service skills.
  • Consistently met or exceeded performance goals, contributing to the overall success of the call center.
  • Documented and detailed calls and complaints using call center's CRM database.
  • Maintained a thorough knowledge of products and services to provide accurate information to customers.
  • Escalated complicated customer account issues to supervisors and help desk workers.
  • Addressed customer account discrepancies and concerns.
  • Promptly responded to inquiries and requests from prospective customers.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Maintained up-to-date knowledge of product and service changes.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Identified and resolved discrepancies and errors in customer accounts.
  • Collaborated with other departments when necessary, ensuring seamless support for customers across multiple areas.
  • Assisted team members in improving their performance through constructive feedback and sharing best practices.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.

Judicial Assistant

Lagos State Judiciary
11.2015 - 10.2016
  • Enhanced courtroom efficiency by managing and organizing case files, exhibits, and legal documents.
  • Developed strong working relationships with colleagues to ensure a collaborative approach to achieving court objectives.
  • Improved workflow through implementation of new document management systems tailored specifically for judicial needs.
  • Maintained confidentiality of sensitive information while handling high-profile or complex cases.
  • Consistently exhibited excellent attention-to-detail skills when reviewing and processing legal documents, ensuring accuracy and timeliness.
  • Reduced errors on official records by carefully monitoring all updates made to case files throughout the duration of each trial.
  • Ensured accurate record-keeping by meticulously proofreading and editing court transcripts and other legal documents.
  • Assisted in drafting judicial opinions, orders, and memoranda for timely resolution of cases.
  • Maintained and updated electronic databases to accurately and securely store court documents.
  • Reviewed court documents to process subpoenas, motions and pleadings.

Education

Master of International Law And Diplomacy - International Law And Diplomacy

University of Lagos
Lagos, Nigeria
04.2001 -

BL (Barrister At Law) - Law

Nigeria Law School
Enugu, Nigeria
04.2001 -

LLB - Law

Ahmadu Bello University
Zaria, Kaduna State
04.2001 -

Skills

    Social media knowledge

    Content Management

    Online research

    Customer Service

    Teamwork and Collaboration

    Strong attention to detail

    Professional Demeanor

    Content management

    Patience and tolerance

    Cultural awareness

Interests

Customer service

Humanitarian Service (NGO's)

Timeline

Content Moderator

Teleperformance
03.2023 - Current

Quality Assurance Analyst

Fidelity Bank Plc
12.2022 - 02.2023

Customer Service Representative

Fidelity Bank Plc
06.2017 - 12.2022

Judicial Assistant

Lagos State Judiciary
11.2015 - 10.2016

Master of International Law And Diplomacy - International Law And Diplomacy

University of Lagos
04.2001 -

BL (Barrister At Law) - Law

Nigeria Law School
04.2001 -

LLB - Law

Ahmadu Bello University
04.2001 -

Similar Profiles

CREATE PROFILE
Rejoice TankoContent Moderator