Customer Support Representative

Identity Verification Agent responsible for verifying and validating the identity of platform users.

Handled at least 120 tickets per day, assisting users through email and live chat in completing identity verification steps, explaining requirements and resolving issues related to document submission, facial recognition, or account verification.
Reviewed IDs, selfies, and user’s profile to detect fraudulent patterns and ensure authenticity.
Enforced terms of service and community guidelines by issuing warnings, suspensions, or bans.
Maintained strict confidentiality of sensitive user data in line with data protection laws.
Maintained high accuracy and high quality in data entry and documentation.
Achieved and exceed performance metrics such as response time, verification turnaround time, quality audits, and customer satisfaction score.
Suggested improvements to internal documentation, workflows based on recurring customer issues or inefficiencies in the process.

Trust and Safety Hybrid Agent - highly trained for Safety, Identity and Access Pillar responsible for maintaining safe, respectful and trustworthy environment on a social media platform.

Reviewed and evaluated reported user’s generated content (text, images, or video) to ensure compliance with platform guidelines and community standards.
Identified and removed content that violated platform policies and applied moderation rules consistently, and enforced platform guidelines by issuing warnings, suspensions, or bans.
Investigating reports from users regarding harmful or suspicious activity.
Demonstrated emotional resilience and professionalism while handling sensitive content.
Consistently achieved strong KPIs such as ticket resolution time, quality assurance scores and moderation accuracy.
Contributed to improving internal workflows by providing feedback on tools and processes.

Handled all ICT subject from Grade 7 - Grade 10 composed of 2 sections per grade.