Excel
Kevin Gustavo Zea Arevalo
Freelance Developer
San Jose Pinula
Summary
Driven by a results-focused approach, I excelled at Telus International, enhancing site quality by maintaining high accuracy in content moderation. My adeptness in content management and adaptability led to significant policy improvements and customer satisfaction boosts. Skilled in Microsoft Office and possessing strong critical analysis abilities, I consistently delivered engaging content and resolved complex customer issues efficiently.
Overview
2
2
years of professional experience
9
9
years of post-secondary education
Work History
Content Moderator
Telus International
11.2023 - Current
- I worked in different projects like "Q&A", "CG", "Spanish Localization" and "Golden Cases" for Non-Safety, "Project Discovery" for Safety and "POI" for ECO.
- Maintained around 98% high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
- Utilized exceptional writing, editing, and proofreading skills to produce engaging and error-free content.
- Wrote and edited high-quality content and visually impactful programs under deadline pressure with exciting, captivating, and authentic approach.
Call Center Representative
Conduent Call Center
02.2023 - 09.2023
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Supported clients by troubleshooting technical issues, leading to an increase in successful resolutions on the first call attempt.
Education
Bachelor of Science - Computer Science And Programming
Universidad Mariano Galvez De Guatemala
Guatemala City, Guatemala 02.2020 - Current
Finishing School - English-as-a-Second-Language Education
AGEXPORT (BPO)
Guatemala City, Guatemala 04.2022 - 06.2024
GED -
CENSE
Nueva Santa Rosa, Santa Rosa 01.2017 - 09.2019
Skills
Content Management
Online research
Multitasking Abilities
Customer Service
Critical Analysis
Adaptability and Flexibility
Problem-solving abilities
Continuous Improvement
Active Listening
Microsoft Office
Critical Thinking
Software
Power BI
Languages
English
Full Professional
Spanish
Native or Bilingual
Portuguese
Elementary
French
Elementary
Timeline
Content Moderator
Telus International
11.2023 - Current
Call Center Representative
Conduent Call Center
02.2023 - 09.2023
Finishing School - English-as-a-Second-Language Education
AGEXPORT (BPO)
04.2022 - 06.2024
Bachelor of Science - Computer Science And Programming
Universidad Mariano Galvez De Guatemala
02.2020 - Current
GED -
CENSE
01.2017 - 09.2019
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