Megy Moraes

Experience

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  C&A Brasil

  Apr 2004 - Apr 2005

  Customer Service Representative

  Responsible for an outstanding face to face customer service within the fashionretail industry.Dealing with over 150 customers per day.Operating the till and taking cash.

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  Brasil Telecom

  Jul 2005 - Aug 2007

  Customer Service Representative

  Working as a customer service representative for Brasil Telecom. Providing supportto all customers regarding mobile phones, services and range of devices andplans to help inform customers of options available.Selling pay as you go plans.Providing an outstanding customer service (face to face and through the phone).Providing a warm welcome to customers.Receiving, directing and relay telephone, fax & email and other queries.Dealing with queries from customers to aid the Customer Service reps in providing the best service possible to customers. Show less

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  Dell

  Apr 2008 - Dec 2010

  Inside Sales Representative & Coach

  Working as a Sales representative for the Chat and Online team. Covering theBrazilian market.Responsible for selling Dell products for existing and new customers. Range ofproducts: Dell computers, services, projectors.Helping inform customers of options available.Handling an average of 100 inbound chats conversation per day.Making outbound follow-up calls to existing customers via telephone and e-mailproviding guidance to customer queries on a daily basis.Coaching new starters and providing support to my colleagues on a daily basis.Entering new customer data and update changes to existing accounts in thecorporate database.Projects: Marketing Issues Newbies Buddy Show less

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  English Student

  Jan 2012 - May 2015

  Childcare Worker & Student

  Last work experience before get the Italian Citizenship, opening opportunities in my career development.

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  Microsoft XBOX

  Jan 2016 - Apr 2016

  Support Specialist Portuguese & English

  Responsible for providing outstanding customer service for Xbox customers from Ireland, the UK and Brazil. Answered an average of 45 calls per day and over 50 case managements.Provide continuous customer service & technical support based on billing, hardware and connectivity instructions to Microsoft customers via telephone, and email for English and Portuguese speaking customers.Established Microsoft guidelines and proceduresDeliver results based on metrics and targets, such as average handle time, resolution and high level of customer satisfaction. Prioritized daily tasks, prepared personal schedule and monitored/adjusted to complete tasks. Achieved monthly CSAT quality targets and monitored reports and follow ups.Investigate, identify and prevent issues. Emphasize high customer satisfaction and resolution in order to achieve KPI and SLA targets.Develop expertise in assigned clients’ Line of Business (LOB) – Hardware, Account, Billing, and/or Retention.Partner with Tier II and Tier III to resolve complex problems that required escalation. Provide detailed descriptions of issues and followed up diligently to ensure swift resolutions. Show less

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  Accenture

  May 2016 - Nov 2016

  Responsible for evaluating online Adwords advertising content and analyzing the data to make quick and responsible decisions.Participate in client meetings to discuss findings and on-going recommendation.Maintain high quality deliverables in daily workflow.Evaluate quality performance following strict criteria of analysis and templates.Consolidate quality metrics and prepare reports for management.Work with exceptional attention to detail and deliver optimal quality and productivity levels through data analysis. Show less Process and review accounts that have been flagged for review of potentially sensitivecontent to ensure there are no violations of policies.Validate, investigate and respond to inquiries of an urgent or sensitive nature withinestablished guidelines. This includes coordinating with client subject matter experts to respond to or support in the response to inquiries and/or escalations which may begenerated by include but not limited to external third parties, Client or Accenture.Understands and perform content reviews under client supervision for International andDomestic cases following client processes and procedures.Complies with all client published policies and procedures and any legal and regulatorrequirements that the company is obliged to adhere to.Assigned and accountable for workable solutions and processes within specific area of responsibility.Escalates issues to Operations Manager or client Point of Contact as appropriate.Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly.Ensures all work is performed in accordance with SLAs and metrics. Show less

  • Content Analyst Sensitive Spanish team for Google at Accenture. (Trust & Safety)

    Jul 2016 - Nov 2016

  • Review Ad Content Associate English & Portuguese for Google at Accenture. (Trust & Safety)

    May 2016 - Nov 2016
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  Cpl

  Nov 2016 - Oct 2019

  - Monitor user feedback and deliver solutions to incoming reports of safety concerns in a timely manner.- Communicate actively with users and improve user experience for safety-related issues.- Maintain effective working relationships with law enforcement.- Be responsible for handling sensitive information of users in a manner complying with Terms of Service, laws and regulations, protect user privacy.- Collaborate with cross-functional internal teams and external networks to deal with other issues concerning safety.- Gather and analyze relevant data to improve internal processes and consistently communicate insights. Show less • Lead 25 Analysts from Portuguese Market.• Previously Leading 24 Community Operations Content Analysts from ESLA market (Spain, Colombia, Venezuela, Argentina, Ecuador, Bolivia, Peru & Mexico) Evening shift.•POC Back up for French & Italian Markets.• Motivated and inspired reps to meet their productivity and quality metrics by providing effective 121s, coaching and timely feedback.• Allocated of daily workload to the content analysts and monitored queues throughout 3 different system to ensure TAT.• Mentored and guided the team for further development through internal Career Path.• Managed multiple client’s project (reactive & proactive) to ensure overall planning, control and execution.• Partnered with client and outsource teams to help manage workflow, backlogs and spikes.• Built accurate reports on team performance, metrics and quality to the client.• Supported team engagement on client’s mission to provide the best user experience • Sustained the implementation of actionable changes on policies and tools• Side Project: As a Learning & Developing lead I was responsible for selecting, design and deploy a range of training and workshops to Team Leaders, Anchor Mentors and Quality POCs through the Leadership and Management Programme. Show less Investigate and resolve issues that are reported on Facebook such as requests for account support and reports of potentially abusive content.Respond to user inquiries with high quality, speed, empathy and accuracy.Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the Brazilian Portuguese market.Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.Use your problem solving skills to resolve large and complex business problems. Show less

  • Safety Oncall Project Manager onsite Facebook

    Dec 2017 - Oct 2019

  • Trust & Safety Team leader

    Jul 2017 - Oct 2019

  • Community Operations Analyst

    Nov 2016 - Jul 2017
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  TikTok

  Oct 2019 - Jun 2022

  - Responsible of Operational Quality across all EMEA content moderation work and partner with cross functional partners on analysis and reporting.- Work with Safety Ops Leadership and XFN teams to understand various product ecosystems in order to ensure alignment of QA assessment procedures with product strategies- Coach & support QA Managers and QA leads to develop and/or enhance the Quality framework, methods for performance management, and tracking KPIs- Lead a team of Quality Assurance Specialists through Managers to perform ad-hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations- Analyse data first hand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows- Enhance the quality process with automation of metrics by creation of dashboards- Lead and/or assist XFN or QA teams and Leadership with ad-hoc projects based on business needs or upon request- Validate information of RCA reports created by your team and present findings to key internal stakeholders- Ensure that our BPO partners meet and exceed quality targets and provide support needed to achieve objectives deep dives, make reports & policy recommendations and triage escalations Show less - Responsible for team management overseas EMEA/LATAM/MENA markets.- Responsible for execution and optimization of content related quality assurance. - Monitor the quality assurance related metrics, data statistics and analysis.- Strong communication skills and partner with relevant teams, crossfunctional partnership.- Responsible for the quality assurance process optimization and participate in the platform upgrade and feature request submission.- Vendor Communication - BPO Management- Develop and implement the standards of the moderation quality, conduct continuous improvement of the local team.- Design and implement management activities, procedures, and regulations for the department.- Grow the local content moderation quality teams and oversee their management- Managing the QA Team Leaders and provide guidance regarding staffing & leadership- Monitor the required headcount and staffing for the region and work with the Resource Analysts- Continuously evaluate outcomes, propose improvements for auditing procedures, and ensure a high level of productivity and quality- Work with the Market Point of Contact Coordinator to oversee timely planning and implementation of Policy updates and Appeals completions- Develop and maintain QA programs complementary to the quality system, corporate objectives and policies- Be the point of contact for Quality matters and cooperate with the stakeholders or other departments- Report, analyse, and provide insights on the quality process and suggest improvements- Provide reports to and support the EMEA / LATAM Senior QA Manager- Localise working process and strategies, solve content concerns for local users with cross-functional teams in content operations, product, engineering, legal and public relations teams Show less

  • Sr. Quality Manager

    Nov 2021 - Jun 2022

  • Quality Assurance Manager

    Oct 2019 - Nov 2021
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  LinkedIn

  Jun 2022 - now

  Trust & Safety Sr. Manager, Quality Operations

  Leading amazing managers globally NAMER, EMEA & APAC focused in Quality Assurance.Familiarity with Internet Policy and Trust & Safety risk trends to calibrate escalations.Analyze data and processes, drive insights, report insights in clear format, and present insights in compelling fashion to leadership.Effectively collaborate and influence at all levels of the organization.Responsible for a broad enterprise-wide view of the business and varying degrees of appreciation of strategy, processes, and capabilities, enabling technologies and governance.Managing/supporting vendor relationships related to abuse prevention solutions .Collaborative team environment with multiple in-flight initiatives and stakeholders.Navigate between tactical and strategic objectives. Show less