Hudson Matraia

Experience

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  DanPower Caldeiras

  Jan 2007 - Oct 2014

  Master Metal Worker

  In my previous role, I possessed extensive expertise in the construction and development of mechanical metal equipment, specializing in boilers and pressure vessels adhering to ASME (American Society of Mechanical Engineers) standards. Proficient in interpreting technical drawings, I oversaw the entire fabrication process, ensuring compliance with industry regulations and quality standards.My responsibilities included the construction and development of various types of boilers, including:- Aquatuber boilers- Fire Fighting Boilers- Cogeneration boilers- Recovery boilers- Mixed Boilers- Boilers and special products- Water BoilersThrough my experience, I demonstrated a deep understanding of mechanical engineering principles and a commitment to delivering high-quality products in accordance with industry norms and standards. Show less

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  The Arlington Hotel

  Mar 2015 - Sept 2018

  Customer Service Representative

  As a Customer Service Representative at The Arlington Hotel, I had the privilege of working for one of Dublin's most renowned establishments, part of the esteemed Fitzgerald Group. Situated in the heart of Dublin City, the Arlington Hotel O'Connell Bridge is celebrated for its prime location and exceptional service.Key Responsibilities:- Provided top-tier customer service to ensure guests had a positive and memorable experience.- Offered comprehensive assistance to meet the diverse needs of guests, ensuring their satisfaction.- Interacted with guests in a professional and accommodating manner, fostering a welcoming atmosphere.- Implemented proactive sales techniques to enhance guest satisfaction and promote additional services.- Contributed to cost-saving initiatives by identifying opportunities to minimize waste.- Successfully managed cash transactions and performed safety checks with attention to detail.- Handled guest complaints and inquiries promptly and effectively, ensuring their concerns were addressed and resolved to their satisfaction. Show less

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  Accenture

  Sept 2018 - Nov 2021

  As a Team Leader, I held a key role in managing a large team covering a 24/7 shift and played a significant role in supporting managers with onboarding new team leaders. I helped with the implementation of systems and practices aimed at enhancing team productivity, wellness, and overall effectiveness for the entire department.Responsibilities: - Facilitated Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) to track performance metrics and identify areas for improvement.- Acted as the point of escalation for delivery risks and client requests, ensuring timely resolution and client satisfaction.- Implemented scheduling strategies to ensure solid coverage and fair balance for teams operating on a 24/7 shift rotation.- Improved team productivity and Average Handling Time (AHT), consistently achieving Service Level Agreements (SLAs).- Provided coaching and mentorship to team members, supporting their personal and professional growth and facilitating promotions.- Introduced wellness activities to promote a positive work environment and foster stronger connections among team members.- Developed Standard Operating Procedures (SOPs) for the department, streamlining the onboarding process and system registration.- Mentored and trained senior moderators on onboarding processes, productivity monitoring, and attendance management.Achievements:✔ Established shift rotations system ensuring coverage and team's satisfaction. ✔ Excellence in Results and performance.✔ High development of team motivation and engagement. ✔ Top 3 most productive productivity teams in the year 2020/2021. Show less As a Junior Team Lead, I had the privilege of managing a team of 24 employees working in a 24/7 shift rotation. This promotion to leadership during the pandemic provided me with a unique opportunity to expand my learning and experiences rapidly, given the dynamic changes and adaptations required during that time.Responsibilities:- Managed a diverse team of 24 employees, ensuring seamless coverage across 24/7 shift rotations.- Implemented effective scheduling strategies to guarantee coverage at all times, considering buffer and unplanned absences.- Monitored and upheld Service Level Agreements (SLAs) relating to quality, Average Handling Time (AHT), and overall working time.- Provided ongoing coaching and mentoring to team members, supporting their professional development and personal goals, including career progression.Achievements:✔ Excellence in Results and performance.✔ High development of team motivation and engagement. ✔ Top 3 most productive productivity teams in the year 2020/2021. Show less As a content moderator, I served as a vital line of defense, contributing to the enhancement of online content quality and safety. This role provided me with invaluable hands-on experience while enabling me to make a significant impact on society.Responsibilities:- Analyzed and reviewed user profiles, audio, videos, and text-based content to ensure compliance with client guidelines.- Investigated, escalated, and resolved issues reported by users or flagged by the system, demonstrating a proactive approach to maintaining online safety.- Remained updated on evolving client policies and guidelines, ensuring adherence to the latest standards.- Collaborated with the broader Trust and Safety team to address complex content issues and relay valuable insights for improvement.- Advocated for the user community, prioritizing their well-being and safety in all moderation activities.- Engaged in ongoing process improvement initiatives aimed at enhancing the quality and efficiency of content moderation operations.- Actively participated in continuous training programs and workgroup discussions, facilitating optimal development in the role.Achievements:✔ Several times globally the most productive team of the Project with high quality and Performance. Show less

  • Team Leader at Accenture (CL10)

    Aug 2021 - Nov 2021

  • Junior Team Leader (CL11)

    Mar 2020 - Aug 2021

  • Trust & Safety Content Review Associate (CL13)

    Sept 2018 - Jun 2020
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  ByteDance

  Nov 2021 - Apr 2024

  - Developed and launched the PQA tasks and responsibilities ramp up ensuring a smooth transition while providing strong support to the business partners. - Day-to-day leadership of the Live PQA Team and ensuring their tasks and data reports are completed and delivered on time to our business partners. - Working closely with GPM, Live Product & Process, Live Product BP, Live SQA leads/Managers and other stakeholders to provide feedback on quality. - Leading the Live Partnership Quality Team and growing the local content moderation quality team and overseeing their day-to-day management.- Responsible for monitoring international content quality to ensure community ecological security. - Continuously evaluate outcomes, propose improvements for auditing procedures and ensure a high level of quality.- Developing and maintaining Live PQA programs complimentary to the quality system, corporate objectives and policies.- Through Data Analysis, feedback problems to relevant stakeholders handling necessary escalation and form quality inspection reports.- Responsible for localising working processes and strategies of the business partner organizations and PQAs. - Responsible for evaluating the performance of LIVE PQAs, Coaching and supporting them to upskill and with career development.Achievements:✔ Developed and launched a process to facilitate the PQA responsibilities re-vamp attributing more value to the PQA position. ✔ Developed a UR calculator to ensure and distribute fairly between team members. ✔ Developed and launched an SOP for the Quality analyst teams, Market specialist teams and Partnership Quality analysts improving by 50% the workload capacity within the teams. ✔ Created and launched the PQA database and full workload distribution across R1 and R2 PQA teams involving 28 markets and 30 business partners worldwide. Show less - Day-to-day leadership of the R2 QA teams and ensuring the completion of tasks on time KPIs and SLAs. - Supporting the Live QA manager in leading the department by providing effective feedback, precise insights launching processes and handling requests from the Business partners. - Working with XFN teams such as BPs, market experts, partnership QAs, live products and processes, GPMs assisting stakeholders to launch and improve processes. - Managing projects, collaborating and supporting with other stakeholders for the start of P0 projects for the department.- Identifying and actioning any potential risks in the QA team. - Supporting the recruitment team by conducting interviews for the Livestream department and others.- Motivating and coaching QA members to reach their goals professionally and personally. Achievements:✔ Implemented processes (Power Time) for maximising production and attending KPIs. ✔ Provided direct support to Ukraine's conflict moderation project. ✔ Coordinated the QA support for the launch of P0 projects in several markets in the department. Show less

  • Partnership Quality Lead

    Nov 2022 - Apr 2024

  • Quality analyst Team lead

    Nov 2021 - Nov 2022
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  SolarSmart Energy Ltd

  Jun 2024 - now

  Project Management