Customer Service Representative | Content Moderator

• Reviewed and verified daily content schedules to ensure accuracy of captions, links, tags, and images • Identified and reported discrepancies to the Marketing Lead for timely correction • Conducted audits of content vaults to remove outdated or unrelated materials • Reviewed historical posts and messages to confirm accuracy and compliance with internal guidelines • Ensured content was posted on time in alignment with approved content calendars • Maintained organized records for tracking and reporting purposes Content Moderator → Subject Matter Expert – Lizard Bear Tasking I

• Reviewed text, image, video, and audio content to ensure compliance with platform policies • Identified, escalated, and removed harmful, illegal, or policy-violating content • Promoted to Subject Matter Expert based on strong performance and policy knowledge • Provided real-time guidance to agents and assisted QA teams with quality checks

• Processed ticket reissuance and refunds using Sabre and Amadeus • Communicated with airlines and passengers via calls and email notifications

• Handled customer inquiries via phone and email while maintaining service quality standards • Processed bookings, refunds, ticket reissuance, and data updates using Sabre and Amadeus • Coordinated with airlines and customers regarding travel changes and notifications

• Assisted customers with booking inquiries and account concerns • Processed rebookings and refunds using internal systems • Promoted to SME within two months based on performance

• Coached agents and monitored performance and quality metrics • Conducted root cause analysis and implemented corrective action plans • Handled escalations and participated in QA calibration sessions