Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
OfficeManager

Tony Edobor

Melissa,TX

Summary

I am a senior advocate of Trust and Safety. I have 10yrs+ experience in customer support and Trust and Safety combined. I have assisted other brands in making sure policies are safe. I am working with Oracle RNT and I am currently working with Zendesk, Affinity, VCO, CSA, Sentinel and Triton tool. These tools have helped me expand my work skills and bring out my best work and weeding out bad actors from all sides. I have become an asset to the team. I am a great team player/resourceful and out-of-the-box thinker. Thrive in multi project environments/keen eye for trends and solutions/advising skills and team focused.

Overview

16
16
years of professional experience

Work History

Senior Advocate

Match.com
10.2012 - Current
  • Responsible for keeping the site safe for members.
  • Handle high severity escalated issues and work closely with our legal, safety and product department to ensure a safe, secure and positive member community.
  • Handle high volume case load of urgent and critical incident types including safety cases, bans and appeals.
  • Provide thorough, detailed investigation and escalations for those tickets across Match Affinity products using various support platforms.
  • Act with a sense of urgency to ensure the complete, accurate, and timely completion of caseload within strict service level and quality agreement.
  • Review content that maybe, graphic, disturbing and sometimes controversial, offensive images, video and text content to evaluate if they are in line with our member community guideline while providing assistance and extending empathy to our member base without involving personal beliefs.
  • Following company processes and guidelines to solve problems and will exercise sound judgement within a highly ambiguous environment.
  • Assist and ensure time and accurate completion of ongoing projects and goals to mitigate risk.
  • Content moderation, Abuse, fraud related issues.
  • Experience with CRM, customer database, or customer support system tools
  • Independently investigate and resolve problems that require in-depth analysis.
  • Resolve complex issues with little or no supervision
  • Experience in coaching, mentoring, and developing team mates.

Tech Support Rep

T-Mobile
01.2008 - 08.2010
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Documented support interactions for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Education

High School Diploma -

Command Secondary School
Ibadan Nigeria
08.1999

Skills

  • Customer data Confidentiality
  • Creative problem solving
  • De-escalation Techniques
  • Customer Retention Strategies
  • Number one in QA Score
  • Building Customer Trust and Loyalty
  • Communication skills and Mentoring
  • Compliance
  • Collaboration
  • Documentation
  • Risk Management

Accomplishments

  • Earned the Match Group Heart award in 2021
  • Nominated by my peers and managers for outstanding performance and dedication to the team.
  • Maintained a 100% CSAT


Timeline

Senior Advocate

Match.com
10.2012 - Current

Tech Support Rep

T-Mobile
01.2008 - 08.2010

High School Diploma -

Command Secondary School

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Tony Edobor