I am a results-driven Customer Service and Content Protection Specialist with over four years of experience in the BPO industry. My background includes content protection, customer support, technical troubleshooting, accessibility support, and event operations.
I have experience reviewing copyright infringement reports for a streaming account, investigating complex cases, and making accurate enforcement decisions in accordance with copyright guidelines, company policies, and internal procedures. I handle sensitive information with discretion and maintain a strong focus on quality, consistency, and compliance.
In customer service roles, I have supported consumers through email and chat while resolving complex concerns, technical navigation issues, and payment-related inquiries. I consistently work toward high customer satisfaction, productivity, and quality standards.
I have also served as a Subject Matter Expert and temporary Point of Contact, providing guidance to new hires and tenured teammates, managing escalations, and supporting daily operations. My experience includes specialized accessibility support for visually impaired customers through Be My Eyes.
As an Events Operations Head, I developed hands-on experience in event planning, logistics coordination, vendor relations, budget management, team coordination, and KPI reporting. I am detail-oriented, adaptable, and comfortable working in fast-paced environments where sound judgment and accuracy are essential.
Reviewed and evaluated copyright infringement claims reported on the Spotify platform, ensuring compliance with copyright laws, company policies, and internal procedures.
Investigated reported content, assessed claim validity, and made timely enforcement decisions. Analyzed complex cases while maintaining high standards of accuracy, quality, consistency, confidentiality, and policy adherence.
Spearheaded planning and execution of internal and client-facing events, supporting on-time delivery and adherence to budget requirements. Coordinated complex logistics, vendor relationships, and on-site team operations.
Managed quarterly account budgets and resource allocation while maintaining service quality. Implemented KPI tracking across multiple lines of business and provided performance insights and reporting to senior leadership.
Provided customer support for Spotify through email and specialized accessibility channels. Resolved complex customer inquiries while meeting global quality, productivity, and compliance standards.
Served as a Subject Matter Expert for Wave 127, providing technical guidance and coaching to new hires and tenured staff. Acted as a temporary Point of Contact during Team Lead absences, supporting daily operations, floor concerns, and escalations.
Resolved a high volume of retail customer inquiries through chat and email while consistently maintaining performance metrics above the team average.
Provided timely, high-quality solutions for consumers and contributed to a seamless customer experience with strong satisfaction results.
Senior High School, Humanities and Social Sciences (HUMSS)
Completed the Humanities and Social Sciences (HUMSS) strand.
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