Jessie James Estandian

Standard Operating Procedure for Caption Replacing Team

Purpose:
The Caption Replacing team is responsible for improving viewer engagement by replacing underperforming captions. Captions are sourced from the Main Porn Caption Bank or the Post Gen Bank to maintain consistency.

Key Responsibilities:

Color Marking Guidelines:

• Blue: Used for paywall changes (caption or price adjustments).
• Yellow: Used when modifying captions related to the Flyer Team.

Additional Guidelines:

• Helpline: Follow procedures for caption changes, price adjustments, and special tasks assigned by the manager or QA.
• Model Restrictions: Ensure compliance with any model-specific guidelines.
• Bypasses: Can be applied for urgent changes with QA approval.
• Post-Shift Purples: All unresolved issues should be cleared before the end of the shift.

Manager's Responsibilities:

• Review and validate tracking sheets and daily accomplishments.
• Monitor virtual assistant performance and ensure tasks are completed on time.
• Conduct training for new team members, ensuring they understand the department's processes.

Evaluation Criteria:

• Minor Offenses: Issues like duplicate bumps or mismatched prices.
• Major Offenses: More significant errors like missed highlighting or failing to follow restrictions.

• Logistics Tracker
• Rate Quote Checker
• Tracking via Call, Chat and Email
• Globaltranz as main tool for everything
• Ring Central Dialer
• Outlook for email
• Update and checking of shipments in globaltranz and update it as well in Google spread sheet

• Invoices
• Handles shipping via packlink and orderhive
• Customer service via ladesk

• Sourced profitable products to sell on amazon from retail stores and wholesalers
• Data entry by google spreadsheet
• Retrieved records
• Used EDPUZZLE for training purposes
• Used HENull for protective software
• Used SellerAmp software to study the profit, and product price, and search other sites for wholesalers and lowest possible sellers
• Used the KEEPA sheet to study new high-selling products on amazon, and also to study the marketing graphs of products such as stocks, sellers, buy boxes, and wholesalers competing on amazon
• Used RetailMeNot google extension to look for products on certain websites that offer coupon discounts to buy products at the lowest prices available

• 9 months on telecommunication account which is the Wide Open West
• 7 months as Customer Service Representative which handled billing and technical
• 2 months as a Product Specialist and Support
• 8 months on a retail account which is Amazon
• 4 months as Customer Service Representative
• 4 months as a Product Specialist and Support