Steven A. Kyle

***A **th St. San Francisco, CA. *4103 415-***-**** adz0v1@r.postjobfree.com

Objective

Outgoing, traveled professional with solid experience in areas of customer service, account management, and data processing procedures throughout communication organizations. Maintain excellent interpersonal communication, organizational, and time management skills. Equally effective at collaborating with others to achieve established goals.

Education

DIPLOMA, 1992, MOUNT PLEASANT HIGH

Experience

TRUST & SAFETY ASSOCIATE/ CONTENT MODERATION ACCENTURE LLP JULY 2021-MAY 2023

Content Analyst, Content Moderator, or Trust and Safety Analyst: Responsible for reviewing posts, comments, images, and videos to ensure they adhere to the client's Community Standards and other policies. This involves identifying and taking appropriate action on content that contains hate speech, harassment, violence, nudity, or any other violations, while ensuring legitimate content and interactions are not stifled. Additionally, work closely with internal teams to escalate reported issues and provide feedback for improvements in content and platform policies, staying up-to-date with the latest trends and potential areas of concern.

DEVELOPER APPEALS/CONTENT REVIEW BC FORWARD MAY 2019-JULY 2021

As a Content Moderator Specialist, I responsible for working with global teams to prevent violative content from appearing on the site. I reviewed video, text, video games and photo content, often of a graphic nature, and enforce policy decisions related to content. I served as a guardian and protector of the platform, keeping users safe and informed. would also review graphic, controversial, and sometimes offensive video content in line with YouTube’s Community Guidelines.

Technical troubleshooting experience with Mac/Apple

Management of customer interactions to increase customer satisfaction and improve service quality

Provide customer care solutions according to the service level agreements and the company quality and quantitative standards, by ensuring that the complex of customer care needs is resolved in a timely fashion

Intellectual capacity to develop creative, innovative breakthrough solutions

An ability to articulate and clearly communicate complex problems and solutions in a simple and logical manner

Exceptional inter-personal skills with the ability to anticipate, understand and respond to client needs shaping the behavior in accordance to the situation

Demonstrate critical thinking and attention to detail

Consistently meet daily and weekly targets.

Be comfortable with handling sensitive content that might include violence, sex and nudity of minors/adults.

Process and review accounts that have been flagged for review of potentially sensitive content to ensure there are no violations of policies.

Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly.

CUSTOMER SERVICE ZAZZLE OCTOBER 2010-APRIL 2011

Walk warehouse for entire shifts to pick merchandise according to paperwork.

Track all merchandise with scans for each movement.

Repair and maintain warehouse equipment for optimal performance.

Update warehouse logs and computer database consistently and accurately.

RESERVATIONS AGENT/PACKAGING APPLE VACATIONS SEPTEMBER 2004-MARCH 2005

Take incoming calls from travel agents and guide them in the process of selling vacation packages to their clients.

Process all workorders and forms into computer for client's documents on trip.

Used (Apollo, APO, and Paragon) systems to get clients tickets for flights, and to book hotels for their stay, also book their car rental and tours. E-mail or fax all workorders to correct agencies and then send documents to travel agent. Also travel to sites to get more knowledge of locations (Hawaii, Mexico, and Caribbean).

CUSTOMER SERVICE/TECHNICAL SUPPORT AT&T BROADBAND OCTOBER 1998-MAY 2001

Coordinated a matrix of customer support services for residential accounts in areas of telephone and cable line installations, repairs, itemized features, toll free numbers, local and long distance, calling cards, and a broad range of specialized services.

Expertly utilized a comprehensive network database to access service availability and billing information, and to monitor the occurrence of suspicious activity.

Coordinated the scheduling, dispatching, and confirmation of field support services.

SENIOR SALES REP. TOWER RECORDS NOVEMBER 1997-OCTOBER 1998

Tripled division revenues for each sales associate.

Expanded sales to include mass market accounts.

CD buyer for dance music and organizing its sales.

Skills & Abilities

COMMUNICATION

Active social media presence

Excellent time management skills

Motivated, takes initiative, high energy

LEADERSHIP

a natural leader—tell it like it is!

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