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About yourself: irene
You can call me Steph for short, Im 2nd among the 5 siblings. If I'm going to describe myself I'm a person with positive outlook in life that whatever happens, I always look forward to it. Also I'm a hard working person- I make sure that whenever I need to do something either its personal or for work, I always give my best and if I need to spend more time I'lll definitely do it. I'm also adaptable to change If there were changes, I make sure that I'm ready for it and much better if I have back up plan on it. I'll follow through everything before I take any action. I'd love also to make friends and have small talk with others ,I'd love to hear their stories understand their emotions same as mine. I'm determined as well that is why even though I have lapses/things to improve on, I do make sure I'm doing something to it like practicing . When I'm stress I love to clean or walk in the part or eat my fave food to release it.
I don't want to limit myself for taking calls only, in order for me to get my desired job role, I need to be part of another account to gain more experience and knowledge and be the right person for that role Great customer service? I'll prefer non voice acc or content moderator ,if not I'll go to any available account
-Listen to cx, emphasize ,work hard to find best solution to cx problem- pacify cx emotion,use problem solving skills to,and make both cx and rep satisfied
Skill you can present to the table? -fast typist person, communicate w/ cx,hard working,dedicated
Able to multi task? Im comfortable with multitasking,and surely capable with that.
What kind of cx system have you used and how familiar with it?
Cues of cx emotion? -Ellipsis= cx is waiting for you to say something -Capital= cx is upset -Exclamation mark and emoji's = can tell their satisfaction level
Strength and weaknesses? -People person- approach and speak with cx,love to solve their problems -Weakness=don't know when to give up on trying to solve a cx concern. Working on learning when to call for back up if necessary
Teamwork? -Everyone's working to achieve a goal , by means of helping out each other and providing support when necessary
Proudest moment in helping cx? When cx provides good feedback /review when they received a survey, or when they ask my supervisor for a commendation call. It was really a fulfilling moment
Work under pressure? -Im familiar working under pressure. From my previous acc- it is always kyuwing as we have to deal with large amount of customers,but I do my best to get more calls to address my cx concern and apologize to the wait time before they were able to reach me to ease the stress I practice breathing exercise to release some of my own stress
CONTENT MOD -tough mental state -good judgement -keen to details -able to follow instruc -practice of monitoring and applying pre-determined set of rules and guidelines to user generated submissions to determine best if comm is permissible or not -review contents being posted on the internet and make sure we enforce guidelines set by each sites -make sure internet community is safe from bothersome ,gore, explicit contents -know specific rules and guidelines (policy) -have good judgement what is good and bad -sharp eyes, read bet lines (content is need to stay online or should be removed) -tough mental state Soc Med Platforms: FB, Insta,X, Tiktok,YT,LinkedIn,Pinterest,Reddit,Discord,Snapchat
WHY interested? I believe in creating a safe and positive online environment as an online user myself. I've been always a detail oriented person,wc mean I want to make thing orderly and appropriate. I believe this makes me a greater fit for this role. I'm passionate about maintaining a respectful and user friendly online community as we have different age group users
COMPANY and content polices? Based on my research, I found out that your company prior user safety and promotes a positive online experience. The policy you have emphasize importance of respectful communication and prohibit harmful content such as hate speech,harassment, and misinfo. I'm eager to contribute to maintain these standards
HANDLE repetitive tasks? I'm familiar with repetitive tasks since I've been in the BPO industry for quite some time. To make sure that I'm focused, and at the same time,effective and efficient, I check for any updates posted on the company/account's knowledge base to become aware of any changes with the policy/ guidelines ,I break tasks into smaller parts and taking short breaks to stay refreshed. I also remind myself how important my work is to make sure I provide best possible outcome
STEPS for things unsure about? I'll review company policy to know if there is any specific mention of a part. content. If it is still unclear to me, I'll ask help to my support/ more experienced team member to ensure I made a right decision bec. I know how crucial my task is
FOLLOW strict guidelines? Even though I don't have any experience as a content mod, I am a customer service rep where we strictly follow company's guideline most specially in providing credits, refunds,orders and handling cx complaints. I make sure that I myself implement it and be consistent to it to provide fairness to all my customers while providing them resolution. If I'll be given a chance to be hired I nthis role, I'll implement the same manner
DEAL with content removal? I'll respond to user calmly and professionally. Ill educate them about why a detain posts/ content was removed based on the platforms guidelines. I'll provide clear and concise info and offer suggestion to modify content to comply with the rules. It's important to listen to cx concern and address them respectfully while making them aware at the same time about the do's and dont's so they will know what they'll do moving forward
QUALITY of content mod? Attention to detail Good judgement and Impartiality Patience as it involves reviewing large amounts of content and sometimes dealing with challenging situations. Comm skills are essential for explaining decisions to users clearly and respectfully
STAY motivated when dealing with negative content? I'll stay positive and keeping myself reminded about my role. Take breaks to clear mind or engage activities outside work that will make me feel relaxed and recharge. I'll do exercise and spend time with family and friends.
TOOLS? Since I don't have direct content mod experience, I am tech savvy and fast learner. As a CSR, I am trained with diff tools and adapt to it quickly. I'm confident that I can learn content mod tools in an effective manner with some training and guidance that your company will provide
PRIO tasks when managing high volume content? I will PRIO my task based on urgency and the impact of it on the community. I'll make first to handle reported contents as I believe it need urgent attention. Once it is done, I'll work with remaining contents tom ake sure I stay organized and efficient
GEN AI AI- technology allows to generate, classify and perform task that requires human intelligence, made by complex alogrithm and math function -used to gather data, forecasting,categorization,language processing, reco,etc. -can be used for daily life and purpose to make life easier Navigation: Waze, Google Map- traffic updates,routes, arival time Comm: Siri/Alexa- voice assistant Financial-detect fraudulent transaction and unusual pattern wc notify the bank and the acc holder Facial recognition- unlock phone Healthcare- diagnose disease, predict outbreaks Education- personalize learning Business- sched appointments,reminders,manage calendars Search engine- google,yahoo show results of user query Social Media- Facebook(meta)YT,tiktok- determines user's interest by showing contents thru filters, searches, where you interact the most
(Generative AI) - type/subset of AI that can create images, text, videos and music
-uses Machine Learning,such as deep learning
-use existing docu and info online (summarize email, conversations)
-extract content thru titles
-generate and translate code (excel)
-answer question and discover answer based on data
USED FOR: -coding ALPHACODE -design/art DALL E -music and audio- create music ,replicates voices, SIRI to hold natural convo -healthcare -content creation- chat gpt like writing blog posts/ draft email, create title/articles/ write stories,essay,poem (CHATGPT) -DEEPFAKES-videos/images/ sounds that seem real
EXAMPLE AI creation/content that is hardly to recognize as machine made -will collect info thru image and description, then it will teach the model to recognize object,colors,style,assoc text with corresponding image,the more data the AI learns from ,the better result it may produce ex. a cat wearing sunglasses (AI will detect each word and analyze the prompt.AI will identify where the sunglass should be put on the cat) -once it produce a product, user will provide feedback on the accuracy. if incorrect, model will use the feedback to improve better image AI can provide answer sounds correct but incorrect
PRO's and CONS -enhance decision making,with its collected data and predict future outcomes, it helps businesses to have quick decision and accuracy (detect early signs of cancer) -24/7 availability- can produce result by accessing it anytime and anywhere -daily applications -enhanced cx experience- provide reco based on cx liking and behavior NETFLIX use AI to reco shows ,evaluates history, rating user interaction
CONS -encourage human laziness- humans depend on the result of AI instead of developing their skills and knowledge -job displacement- job that requires repetitive tasks become automated already (cx service, retail, manufacturing,research) they can rely on AI to do the job -envi issues-as more AI model are being created, it demands energy consumption ,contribute to carbon emissions and climate change EX. Data center require instant cooling and maintenance ,adding envi footprint -lack of common sense-produce logically correct decision but has flaw ethically -can only be used on how it is programmed
HOW TO SPOT GEN AI -watch out for inconsistencies, misplaced objects,repetitive language,shift in tone, lack of details in important area,watermark ,play safe answers,smoothness and texture of photo/video(too smooth shadowns don't look quite right) -tools to detect ai