EDUARDO SOSA
Austin,TX
Summary
Dynamic individual with hands-on experience in Content Moderation and Customer Service with talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
8
8
years of professional experience
Work History
Customer Service Representative
Accenture Flex
05.2023 - Current
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Documented and detailed calls and complaints using call center's CRM database.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Addressed customer account discrepancies and concerns.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
Research Analyst
Accenture Flex
06.2021 - Current
- Analyzed large volume of data to identify patterns, trends and correlations.
- Developed and maintained research partnerships to expand knowledge and access to information.
- Implemented quality control protocols to enhance accuracy of data and research results.
- Conducted in-depth qualitative and quantitative research to identify trends and generate insights.
Content Moderation Associate
Accenture Flex
06.2018 - 10.2021
- Investigated and resolved issues regarding content reported for account support and safety.
- Reviewed content and resolved issues within agreed-upon turnaround times and standards of quality.
- Remained neutral and reviewed work as defined by policies and procedures and kept personal bias and opinions aside.
- Practiced ongoing discretion with confidential information collection and management.
- Suggested improvements to content to enhance quality and accuracy.
CREW MEMBER/LEADERCREW MEMBER
McDonald's Restaurant
10.2016 - 06.2019
- Collaborated with team members to complete orders.
- Stocked shelves to organize aisles in assigned department.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Worked well with teammates and accepted coaching from management team.
- Trained new team members on procedures, customer service, and sales techniques.
- Cleaned and maintained all areas of restaurant to promote clean image.
- Prepared products following restaurant, health, and safety standards and procedures.
Premier High School
10.2016
- Offered tutoring in math, science, and spanish
- Assisted in day to day office operations as an aide filing paperwork, making copies, and aiding members of the office.
Education
High School Diploma -
Horizon High School
El Paso, TXAssociate of Arts -
El Paso Community College
El Paso, TXSkills
- Verbal and written communication
- Interactive communication skills
- Information gathering
- Statistic analysis
- Problem-Solving
- Multitasking Abilities
- Teamwork and Collaboration
- Critical Thinking
- Excellent Communication
- Content editing
- Research
- Social Media administration
- Documentation
- Researching
- Call center procedures
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Representative
Accenture Flex
05.2023 - Current
Research Analyst
Accenture Flex
06.2021 - Current
Content Moderation Associate
Accenture Flex
06.2018 - 10.2021
CREW MEMBER/LEADERCREW MEMBER
McDonald's Restaurant
10.2016 - 06.2019
Premier High School
10.2016
Associate of Arts -
El Paso Community College
High School Diploma -
Horizon High School
Similar Profiles
Kiran SinghKiran Singh
Project Management Senior Analyst at Accenture FlexProject Management Senior Analyst at Accenture Flex
Kelli MilesKelli Miles
Business Integrity Agent at Accenture FlexBusiness Integrity Agent at Accenture Flex
LUIS CRUZLUIS CRUZ
EAM Functional and Technical Consultant at Accenture FlexEAM Functional and Technical Consultant at Accenture Flex