Steve Mwanzia

Steve Mwanzia Kenya | Phone - |-| LinkedIn Link WORK EXPERIENCE Fishbowl Team Lead Content Moderation Nairobi,Kenya Oct 2021 - Nov 2024 Implemented targeted training initiatives based on performance data analysis, elevating team productivity levels by 20% and ensuring compliance with stringent industry standards across all moderated platforms. Supervised a diverse team of 28 moderation agents, achieving a 95% satisfaction rate in platform quality evaluations while maintaining compliance with community standards across multiple channels. Developed and executed performance feedback frameworks that increased employee engagement scores by 25%, while boosting the team's quality assurance metrics from 85% to an impressive 95% over six months. Streamlined scheduling processes for a team of 28 content moderators, resulting in a 30% improvement in coverage during peak periods and enhancing overall response time by 40%. Facilitated cross-functional communication by orchestrating weekly updates between a team of 28 content moderators and management, resulting in a 40% reduction in feedback cycle time and enhanced operational transparency. Supported onboarding and training of new agents, fostering a collaborative and performance-driven team environment. Glassdoor Senior Content Moderator Nairobi, Kenya Nov 2017 - Nov 2024 Team Cptain Feb 2021 - Nov 2024 Customer Support Associate Nov 2017 - Nov 2018 Assisted customers via phone, email, and chat, resolving platform-related inquiries and providing solutions to platform disruptions. Delivered exceptional customer service while managing high Chat volumes, ensuring satisfaction and loyalty. Coordinated with internal departments to resolve escalated issues, improving turnaround times and service quality. Sama Senior Content Subject Matter Expert Nairobi,Kenya Nov 2017 - Oct 2024 IT Pros Team Leader Apr 2021 - May 2023 Technical Sourcer Feb 2021 - May 2023 EDUCATION Azubi Africa Certificate, Frontend Development. Nairobi,Kenya Graduation Date: Apr 2024 PROJECT EXPERIENCE Azubi Africa GitHub User Search Website Nairobi,Kenya Dec 2023 - Dec 2023 Created GitHub search website using react JavaScript and tailwind CSS that utilized GitHub API to search for users from GitHub. SKILLS AND INTERESTS Skills: Google Suite, Microsoft Word, Mifrosoft Excel, SalesForce, JavaScript, React, CSS, Tailwind CSS, HTML, Asana, Leadership.