Jessica Sulbaran

• Understand and remain up to date with client’s advertising policies and guidelines.
• Review approximately 250 user reports per day regarding website content.
• Review the reported content within agreed turnaround times and standards of quality.
• Recognize trends and patterns, and escalate issues outside policy.
• Fulfill base productivity and quality requirements of the client.
• Review of sensitive content sometimes involving graphic or disturbing subject matter.

• Utilized problem-solving skills to address customer more formal complaints.
• Worked with Global teams to improve processes.
• Participated in ongoing training sessions to stay updated on industry developments and enhance personal skill set continually.
• Enhanced team productivity by sharing best practices and collaborating on process improvements.
• Delivered training to new agents.
• Generated reports to track performance and analyze trends.

As Tier 1 agent:

• Provided exceptional support for customers, through inbound phone calls, Web Chat and e-mail
• Handled all types of customer inquiries that occur during the pre-sale, pre-delivery and post-delivery process.
• Handled customer´s complaints and escalate to the right team within the company.

As Tier 2 agent:

• Manage communication between delivery service companies and customer support agents.
• Promptly responding to inquiries and troubleshooting problems.
• Presented monthly reports on key customer support metrics, identifying trends and opportunities for improvement where necessary.
• Offered assistance in implementing and developing training programs for tier 1 agents.

• Ensure all activity is addressed within specified Service Level Agreements (SLAs).
• Customer Outreach, via phone or email.
• Order maintenance and administration: solve delivery blocks to support order cycle target, process order amendments, returns, replacements, credits, account balancing documents etc. using SAP
• Process Improvements / ApplePedia (Departmental knowledge base) audits.
• Develop creative solutions to complex customer issues & follow through to resolution.
• Coordinate & work cross departmentally to prevent and/or resolve escalations.

• Enhanced user experience by diligently monitoring and removing inappropriate content from the platform following the client policies.
• Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
• Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
• Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.

As Project Manager:

• Managed project financials including revenue and Gross margin, preparing invoicing for the client and managing KPIs.
• Executed process according to the service portfolio throughout the whole project lifecycle process (initiation, planning, execution, control and closing).
• Managed client relationship at first level operational contacts, representing the organization to the customer; ownership of customer satisfaction.

As Team Leader:

• Distributed workload and managed an internal team (5 people) and an external team (30 people) of professional translators.
• Negotiated translation services rates.
• Scheduled and coordinated team meetings.
• Monitored the overall workflow timelines including service delivery (translation, revision of legal texts for the European Parliament etc.).

• Conducted classes of Business Spanish for adults working in a Bank (small groups of 5 people).
• Evaluated student performance using various assessment tools, providing constructive feedback, and working closely with struggling learners to improve outcomes.
• Improved student comprehension by utilizing creative teaching methods and incorporating visual aids.
• Used written exercises to test and develop reading and writing foreign languages.

• Solved technical issues that customer's may have using company products like Microsoft Office suits (Word, PowerPoint, Excel, Outlook) and Windows Operative System (Windows XP, Windows Vista, Windows 7, Windows 8).
• Delivered exceptional service by empathizing with customers'' concerns and resolving their problems quickly and accurately.
• Fostered positive relationships with clients through clear communication, active listening, and following up on resolved issues.
• Utilized remote access tools effectively to diagnose system faults remotely, reducing the need for costly onsite visits from technicians.

• Led groups of students, ages 3-7, planning activities that stimulated their learning of English as a second language using creative and dynamic techniques.
• Communicate with parents on a regular basis, via annual assessments, quarterly meetings, and monthly conversations.
• Fostered a positive and safe learning environment.
• Recorded and monitored students attendance and progress.
  

• Implemented The Callan Method and developed innovative lesson plans to engage students in English language learning.
• Increased student motivation by providing timely feedback and recognizing individual achievements.
• Planned dynamic lessons to increase student comprehension of books and literary concepts.