Lukhanyo Monakali
Content Moderator
Delft South
Summary
Dynamic professional with over six years of experience in high-volume call center environments, excelling in both inbound and outbound operations. Proven track record of delivering exceptional customer service, supported by strong analytical and problem-solving abilities that drive effective decision-making. Recognized for consistently meeting and exceeding quality assurance standards while fostering positive team dynamics and collaboration. Equipped with comprehensive computer skills and a commitment to continuous improvement, ready to contribute to the efficiency and success of any call center.
Overview
11
11
years of professional experience
1
1
Language
Work History
General Worker
Dix Aluminium and Glass
06.2015 - 12.2015
- 6 months
- Cleaned and polished glass doors, mirrors and other surfaces to maintain professional appearance.
- Confirmed all cleaning tools and equipment were stored properly after use.
- Used time management and efficient cleaning methods to meet deadlines.
Content Moderator (bytedance)
Webhelp (Concentrix)
01.2024 - Current
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Reduced response time for content review, ensuring a safer online environment for users.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
- Maximized operational efficiency within the moderation team via regular refinement of workflows and task distribution strategies based on performance analytics insights acquired over time.
Customer Service Advisor (Chat/Calls)
Merchants SA pty Ltd
08.2022 - 11.2023
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Contributed to team meetings with valuable input, fostering a collaborative work environment.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Improved first-call resolution rates by providing accurate information and effective problem-solving skills.
- Managed escalated calls effectively, diffusing tense situations and negotiating resolutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided exceptional support during peak periods or staff shortages, maintaining high levels of productivity.
- Proactively identified potential issues or trends affecting customer satisfaction, reporting findings to management.
Quality Assurance Analyst
Amazing Vouchers
02.2016 - 06.2022
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Ensured customer satisfaction by verifying that products met specifications and functioned as intended before release.
- Reduced defect rates through meticulous attention to detail during code reviews, working closely with developers to address any identified issues quickly.
Education
No Degree -
Rosendaal High School
Cape Town, South Africa 04.2001 -
Personal details
- Date of birth: 28 June 1993
- Identity document: 9306285384089
- Gender: Male
- Marital status: Single
- Nationality: South African
- Tax no.: 1704880176
- Address: 19 Bach street, Delft South, 7100
References
- Sakhumzi, Nkolisa, 064 956 4914
- Wezo, Baliso, 081 379 0184
- Nomfazi, Monakali, 073 469 1642
Timeline
Content Moderator (bytedance)
Webhelp (Concentrix)
01.2024 - Current
Customer Service Advisor (Chat/Calls)
Merchants SA pty Ltd
08.2022 - 11.2023
Quality Assurance Analyst
Amazing Vouchers
02.2016 - 06.2022
General Worker
Dix Aluminium and Glass
06.2015 - 12.2015
No Degree -
Rosendaal High School
04.2001 -