Michelle Basaysay

MICHELLE BASAYSAY REPUTATION MANAGEMENT SPECIALIST CONTACT --Pasay City, Philippines EDUCATION 2000 - 2004 COLEGIO DE SAN JUAN DE LETRAN Bachelors Degree Major in Computer Management SKILLS Content Moderation & Policy Enforcement Reputation Management & Customer Engagement Search Quality & Content Review Quality Assurance & Process Improvement Data Analysis & Reporting Trust & Safety Compliance PROFILE Detail-oriented and results-driven professional with expertise in content moderation, reputation management, and quality assurance. Skilled in analyzing data, enforcing policies, and improving brand engagement. I am seeking a role where I can leverage my experience to enhance operational efficiency, ensure compliance, and drive customer satisfaction. WORK EXPERIENCE SOCi Inc. Reputation Management Specialist Clients: Pet Supplies Plus, IHG Hotel Group, Red Robin, McKinney Properties, John Corcoran Properties, Legacy Properties, Ferguson, InterDent Monitored social network star rating reviews and engagements for 1,500+ locations. Manage inquiries received via email, chat, and phone. Weekly internal and external calls with the team and clients for updates and communication regarding action items for brand improvement. Engaged with brand customers via social media platforms like Facebook, Instagram, Google Business, and YELP. Trained new employees on navigating the SOCi platform, Reputation Management duties, and databases. Manage calendar scheduling for team meetings focused on process updates. Monthly meeting with Professional Services Team leaders and members. Helped meet changing demands by recommending improvements to business systems and procedures. Maintained the database systems to track and analyze operational data. Managed customers and led inquiries, addressed reviews and handled administrative tasks. Training & Team Development WIPRO Google Search -Engineering Vendor Operations Customer Support & Technical Quality Assurance Specialist - Content Troubleshooting AWARDS Promoted to Quality Assurance Specialist for Google Search Content due to exceptional performance. Awarded Top QA Performer multiple times for maintaining high audit accuracy. Monthly Top Performer in content moderation, recognized with certificates of excellence. Maintained perfect attendance, demonstrating strong commitment and reliability. 2023 - 2024 2018 - 2022 Track, problem-solving, analyze organize files, and review the process quality through audits. Manage inquiries received via email, chat, and phone. Manage calendar scheduling for team meetings focused on process updates. Develop an audit plan as per SOP and allocate reviews to the analysts Monitor to ensure that the audits are being conducted as per plan Review the audit data across the account to review the account performance on quality parameters, identify the error trends Prepare reports for review for the internal leadership as well as the client WORK EXPERIENCE WIPRO Google Search Knowledge Graph Content Reviewer Review and evaluate user-generated content to ensure compliance with Google’s guidelines. Handle inquiries via email, chat, and phone. Approve or remove content as necessary and report trends or issues, requiring keen attention to detail and the ability to manage sensitive material. WIPRO Google Trust and Safety Department - YouTube Content Moderator Responsible for reviewing videos, photos, and user-generated content, such as comments and posts, to approve or reject them on YouTube. CO NTACT Ensure consistent enforcement of content moderation policies by identifying posts that violate guidelines on nudity, hate speech, misinformation, violence, Child predators, abuse, spam, or irrelevance. - Collaborate with the team to provide feedback for improving content moderation systems and policies. Propose process optimizations for tools and suggest updates to the framework based on emerging patterns. - TELUS International Philippines Inc 123 Anywhere St., Any City 2014 - 2016 Technical Support Representative 2 www.reallygreatsite.com Handle phone calls and resolve client concerns via tickets, email, and chat. Coordinate and dispatch field service assignments, ensuring timely and accurate technician deployment for installations, repairs, and maintenance. E DSchedule U C Aand TIO N technicians for home service troubleshooting. manage Assist field technicians by troubleshooting technical issues and providing remote support during on-site operations. Oversee work order assignments, optimizing schedules to meet service-level agreements and customer expectations. 2029 - 2030 Provide technical support to customers via phone or email for activation-related inquiries. WARDIERE UNIVERSITY Collaborate with cross-functional teams to address escalations, resolve complex technical issues, and ensure customer satisfaction. Master of Business Management iRely Philippines Inc. Software Quality Assurance Client Specialist 2025 - 2029 Monitor, troubleshoot, WARDIERE UNIVERSITYinvestigate, and resolve client concerns received via phone, email, chat, forum, or other digital platforms. Identify the root cause of customer issues, document findings, and escalate to the appropriate person or department. Bachelor Business Manageof clients and lead inquiries while handling administrative tasks. Collect, and assess customer requests for projects, customizations, and feature enhancements. GPA: 3.8 /document, 4.0 Follow up on open issues and provide customers with instructional materials, training, and resources. Analyze software behavior to understand user interactions and ensure quality meets user expectations. Develop and execute strategic test cases and plans based on functional specifications provided by the Development Team. SKILLS SPi Global Solutions Project Management 2010 - 2012 Order PublicProcessing Relations Associate -M/PS SAP Support Processing Perform data comparisons within the client's system to ensure accuracy and identify discrepancies. Teamwork Monitor, analyze, and resolve client concerns received via email, chat, or other digital platforms. Time Management Oversee the M/PS reconciliation project, including matching Editor Board members, onboarding new customers and contracts, and managing data cleansing tasks. Leadership Handle incoming email requests from the Springer Link inbox. Effective Process Communication global customer license requests, including invoicing. Respond to inquiries while adhering to or surpassing service level agreements. Critical Thinking LANGUAGES English (Fluent) French (Fluent) German (Basics) WORK EXPERIENCE TeleTech Customer Management Inc. Global Operations Support Specialist Monitor, troubleshoot, and investigate concerns received via phone, email, chat, or other electronic channels. Prepare reports for internal leadership and client review. Process trouble tickets from all TeleTech sites worldwide, including schedule uploads, CMS (Login ID) requests for agents, and schedule adjustments (vacation leaves, sick leaves, training, etc.). Upload schedules using eWFM, CenterPoint, eWFM-Charter System, AVAYA, and CISCO, while monitoring call volumes. Process data in Oracle (Project and Supervisor Assignments) and KRONOS Amendments. Generate reports and send escalation and outage notifications to other sites via email. EDUCATION 2029 - 2030 WARDIERE UNIVERSITY Master of Business Management LANGUAGES English (Fluent) French (Fluent) German (Basics)