Keshia Gunasekera

• Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
• Understanding client policies and guidelines, and making decisions based on them.
• Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
• Ensured timely removal of harmful content.
• Participating in ongoing training programs to stay updated on platform policies, legal requirements, and best practices for content moderation, to ensure moderators are equipped to handle evolving challenges.

• Provided timely and professional support to customers, hotels, and partners via phone, email, and live chat, ensuring resolution aligned with company policies and focused on customer satisfaction.
• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
  Provided personalized service, anticipating customer needs and offering tailored solutions.
• Analyzed an escalated customer service case and presented best practices to the team to improve future issue resolution in line with company procedures.
• Assisted newly hired agents within team with handling difficult cases where there was a knowledge gap to ensure case is handled correctly as per policy in a timely manner.
• Resolved customer complaints while prioritizing customer satisfaction and loyalty

Customer Service representative

• Responded to live chat and email inquiries from both new and existing customers, delivering prompt and helpful support.
• Processed refund requests in accordance with company policies and standard operating procedures (SOPs).
• Escalated customer requests to appropriate departments and ensured timely follow-up with customers based on departmental responses.

Service Enhancement Team

• Reviewed and processed refund requests submitted by agents, ensuring compliance with company policies.
• Provided basic feedback and coaching to agents on policy adherence and proper case handling.
• Compiled and delivered weekly and monthly reports to team leaders and managers, highlighting mishandled cases and emerging trends.