Marco Zordan

- Conduct quality assessment work by ensuring and evaluating the quality delivery of the content reviewed in European markets. - Conduct root cause data analysis and summary. - Provide QA reports to content quality centre team members, and act as liaison with them to ensure consistent quality measurements throughout the operation. - Work closely with Local Operations and Safety teams, and act as escalation point of contact for policy related questions, issues and solutions. - Conduct coaching and calibration sessions to the Content Moderation teams across Europe to ensure that operational policies and processes are being applied consistently. - Enhance moderation policy and community safety continuously.

- Analyse Quality trends agreed upon Cognizant and the Client to provide better end user experience; - Conduct quality assessment work by ensuring and evaluating the quality delivery of the content reviewed. - Deliver clean and concise feedback to agents to follow approved policies and procedures through one-to-one coaching and calibration sessions and team meetings. - Led training for 7 new agents joining the team by providing full-time one-to-one support during their on-boarding process until they were ready to work by themselves.

Worked with an online tool to validate accuracy of data displaying on client’s platform while reviewing and solving requests to update or remove data in it, following compliance and security measures relating to client and end user data. - Made decisions as to what course of action needs to be taken to ensure correct information is displayed. Examples of corrective measures included additional online and technical research or calling up a B2B customer to verify information. - Worked with process quality metrics and strove to exceed the monthly/annual quality & productivity targets. - Complied with client published policies and regulatory requirements in order to avoid legal conflicts.

Urban Brewing is a Modern European Cuisine restaurant founded in Dublin - Ireland in Sep 2017. Besides counting with 2 different areas (Tapas + Taps and Stack A Restaurant) the restaurant also has a Microbrewery within. The restaurant is known for the large range of craft beer available (more than 250 bottles), the amazing food and also for the UB(est) Customer Service policies. Working as Waiter at Urban Brewing my main duties were: -Greeting customers; -Placing orders; -Table service; -Restaurant maintenance; -Delivering the highest customer service;

Burger King is an American global chain of hamburger fast food restaurants which is located worldwide nowadays. Working as cashier operator at Burger King in Dublin I was responsible for: -Greeting customers; -Placing orders; -Lobby maintenance; -Cashier duties.

Ouse Elementary and High School is a Teaching Center surged in Linhares - ES - Brazil intending to revolutionize how to teach kids and teenagers nowadays. Working as Receptionist/Office Clerk at Ouse Elementary and High School I was responsible for the front office and also for support my colleagues during the daily activities. My duties working at Ouse Elementary and High School were: -Standard secretarial tasks (including, but not limited to, reception of phone calls and visitors, handling outgoing and incoming mail) -Typing, filing and scanning documents and forms. -Meeting and events organization. -Updating data in the school's system. -Social media.

Working as Personal Teacher I was responsible for help kids and teenagers from elementary and high school with difficulties to learn school's subjects such as Math, Portuguese, English, Chemistry, Physics, History, Geography, Arts, Biology, and Sociology. With my methodology, the students could reach high levels faster because they were being taught with at the maximum one more student per class, where we could focus on a special way where were the difficulties and then solve the problems together.