Rustan P.

Executed quality audits for teams moderating high-volume social media content and ensured adherence to platform policies through rigorous content evaluation. Coordinated calibration sessions with teams in Mumbai and Kuala Lumpur to align scoring standards. Acted as Team Lead, assisting with performance tracking and coaching. Generated MOM reports, operational updates, and performance dashboards. Enhanced reporting efficiency by designing and maintaining automated team reports. Contributed to team development through new hire training and refresher sessions, focusing on closing knowledge gaps. Utilized SQL and Python across various lines of business.

Evaluated client data and produced Excel-based performance reports, while applying Excel Macros for automation purposes. Supported quality assurance processes during the absence of Quality Analysts and facilitated team huddles for daily performance briefings.

Managed client communications and documented issues while generating operational reports and updating service databases. Oversaw service requests and coordinated technician dispatch.

Conducted data encoding and ensured accuracy in record-keeping and documentation. Assisted with inventory management and tracked office asset usage, while providing administrative support to team members with assigned tasks.