Ma C.
Mid-Level Operations Trainer
Open to offersNew to PlatformAbout
Ma. Cecilia G. is an experienced Operations Trainer and Content Moderator with a background in the telecommunications, ride-sharing, and content moderation industries through roles at Alorica Davao, VXI Philippines, and Conectys Philippines. She has delivered real-time chat and email support for Lyft riders and drivers, addressing payment, account, and technical concerns while utilizing CRM and Zendesk systems. In telecommunications support for AT&T accounts, she managed high-volume customer inquiries, troubleshooting device and service issues to meet SLA, QA, and CSAT targets. As an operations trainer, Ma. Cecilia G. designed and updated product training and compliance materials for content moderation teams, facilitated calibration sessions, and provided performance coaching aligned with evolving client policies. She consistently upheld confidentiality, documented customer and moderation cases for audits, and promoted mental wellness in fast-paced environments.
Experience
Chat and Email Support Representative
LyftProvided support via real-time chat and email for both Lyft drivers and riders. Addressed inquiries related to payments, account access, rides, and app features while ensuring service-level agreements were met. Used CRM and Zendesk to document cases accurately for tracking and auditing purposes.Customer Service Representative
AT&TManaged high-volume inbound and outbound communications for AT&T telecommunications accounts. Resolved issues related to billing, accounts, and technical matters while adhering to SLA, QA, and CSAT targets. Recorded customer interactions properly in CRM systems.Operations Trainer
Conectys PhilippinesConducted onboarding and product training for content moderation teams. Developed and updated training materials to align with client policies and facilitated calibration sessions for accurate policy application. Provided performance coaching based on QA results.Content Moderator
Awesome CXModerated user-generated content to ensure compliance with evolving policies and trust & safety standards. Handled sensitive cases, maintained confidentiality, and met quality and productivity targets consistently. Engaged in calibration sessions to align with team decisions regarding policy updates.
Skills & Expertise
Education
- Bachelor Of Science in Business Administration major in MarketingHOLY CROSS OF DAVAO COLLEGE · 2015 — 2017
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