Goncalo Figueiredo

• Lead detailed bad case review sessions with moderators, significantly reducing error rates and enhancing overall content moderation quality.
• Facilitate effective communication across departments to align quality processes, ensuring consistent compliance with established standards and policies.
• Streamline cascading of policy, platform, and SOP updates, maintaining clear and traceable documentation for easy reference and adherence.
• Analyze raw data encompassing thousands of cases, identifying trends, patterns, and areas for improvement in content moderation practices.
• Perform root cause analysis using established quality processes, identifying underlying issues and implementing corrective actions to prevent recurrence.
• Build in-depth weekly, monthly, and quarterly reports featuring detailed data and graphical representations to inform stakeholders of performance metrics and insights.
• Provide targeted coaching and feedback to moderators, fostering continuous improvement and professional development.
• Maintain ongoing communication with ByteDance to discuss results, address issues, identify improvement opportunities, and ensure adherence to policies and standards.
• Ensure achievement of KPIs by monitoring performance metrics and implementing strategies to exceed targets.

• Moderate internet videos and audios to guarantee that everyone has a good experience in the platform.
• Learn, quickly adapt and follow procedures and guidelines to better handle the moderation of the content.
• Make sure that the moderation is done taking into consideration all the small details.

• Manage emails and chats regarding customer inquiries.
• Quickly handle customers' needs to achieve satisfaction.
• Identifying customer complaints to provide appropriate solutions.
• Follow communication procedures, guidelines and policies.

Technical Support for Gaming Company

• Be the point of contact between Majorel and Ubisoft New Castle regarding The Division franchise.
• Escalate important reports from players made through the support team.
• Review and handle all The Division related queries and complaints from players that were escalated by the support team.
• Weekly meetings with the The Division Ubisoft New Castle team to address player issues and game breaking bugs, and to discuss game changes and updates.
• Introduce the game to new hires, delivering an in-depth presentation on the game features and most reported issues, and guiding them through playthroughs in order to pass on the necessary game knowledge.
• Handle advanced game, PC, console and network troubleshooting.
• Chat with players through email and live chat, handle account, game and store issues, bug reports, network issues, crashes, any type of technical issue and gather feedback to be passed on to the game teams.

• Website development
• Development of mobile applications
• Word and Excel