- Served as the initial point of contact for customers via email, chat, and phone, consistently delivering exceptional customer service and achieving high satisfaction scores. - Proactively identified and escalated urgent or high-impact issues to the appropriate teams, ensuring timely resolution while maintaining service level agreements (SLAs). - Managed a high volume of support cases, prioritizing tasks effectively to meet performance targets such as resolution time, customer feedback ratings, and first-contact resolution. - Analyzed trends and recurring technical issues, collaborating with engineering and product teams to suggest product improvements and enhance the customer experience. - Excelled in an ambiguous and evolving environment, quickly adapting to new workflows, product updates, and changing company policies. - Conducted quality assurance (QA) reviews, ensuring the customer interactions met company standards for accuracy, compliance, and professionalism. - Maintained strict confidentiality and data security when handling sensitive customer information, aligning with industry best practices and compliance requirements. - Mentored and coached new team members, guiding them on company policies, troubleshooting best practices, and customer communication techniques, improving overall team efficiency. - Developed and implemented feedback loops to address identified gaps in service delivery, improving resolution times and customer satisfaction metrics.

- Monitored and enforced child safety policies across YouTube, ensuring compliance with global regulatory standards. - Analyzed user behavior and platform data to identify gaps in child protection policies and proposed data-driven solutions. - Analyzed content trends and emerging risks, using data to recommend policy changes and enhancements. - Developed training materials and led workshops to educate teams on identifying and handling child safety issues. - Conducted QA audits on flagged content and policy enforcement actions to ensure compliance with child safety standards and global regulations. - Maintained quality dashboards to track the accuracy and consistency of moderation decisions, improving team performance. - Supported the rollout of new safety initiatives, including automated moderation tools to flag harmful content. - Collaborated with product and engineering teams to implement safety tools such as age verification systems and content filtering.

- Troubleshooted and resolved payment issues, including billing errors, refund requests, and transaction discrepancies. - Assisted clients in resolving inquiries pertinent to their business profiles. Assisted users with payment account setup, and verification processes, and ensured secure payment methods were utilized on the platform. Thoroughly documented customer requests and ensured their prompt and effective resolution. - Collaborated with senior team members and internal teams to ensure visibility of ongoing issues and prioritized inbound cases and requests based on severity and customer impact. - Maintained key quality and productivity metrics for customer communication, ensuring adherence to established standards. - Cross-trained to support multiple teams, contributing to increased flexibility and efficiency within the organization.

- Collected and reviewed customer documentation, including identification, financial history, and business operations, to maintain accurate and up-to-date client profiles. - Analyzed customer information and transaction patterns to detect potential red flags for money laundering or fraud. - Maintained detailed and organized records for all KYC activities, supporting compliance audits and regulatory reviews. - Utilized advanced research tools and databases, including World-Check, and internal systems, to gather critical information. - Conducted Standard and Enhanced Due Diligence (SDD & EDD) reviews on high-risk clients, verifying identities, business ownership structures, and sources of funds. - Monitored and analyzed daily transactions to identify unusual or suspicious activity, escalating cases in alignment with AML policies. - Assisted in filing Suspicious Activity Reports (SARs) by providing background and documentation on potentially suspicious clients or transactions.

- Monitored and managed inventory levels across 5 retail locations, ensuring alignment with sales forecasts and seasonal trends. - Collaborated with purchasing and planning teams to ensure timely product replenishment based on demand. - Leveraged historical sales data, market trends, and promotional activity to develop accurate demand forecasts for multiple product categories. - Improved sell-through rates by reallocating slow-moving products to high-performing stores. - Forecasted demand for seasonal products using historical data, market trends, and competitive analysis - Conducted post-season analysis to inform future allocation and purchasing strategies