Gleena Taripe

Lead and supervise a diverse team of content moderators to consistently exceed client-set targets. Ensure adherence to quality standards and company code of conduct across all content moderation operations. Manage attendance, schedule adherence, and overall team performance to meet key performance indicators (KPIs). Facilitate leave (VL) allocations, approvals, and real-time schedule adjustments. Sustain a positive employee experience while driving high performance individually and as a team.

Performance & Skill Coaching: Managed performance coaching and feedback for both new hires and tenured agents supporting eBay North America (Voice, Chat, Email) and eBay UK (Voice, Chat) to enhance interaction quality and KPI achievement. Call Quality Evaluation: Evaluated customer interactions to identify behavioral gaps and operational opportunities, using data-driven insights during coaching sessions. Trend Analysis & Reviews: Conducted regular performance trend analyses (week-on-week) to pinpoint focus areas and implement targeted action plans for team development. Real-Time Floor Support: Provided real-time floor support, handling supervisor escalations, monitoring Average Handling Time (AHT), assisting with system troubleshooting, and addressing agent inquiries. Compliance & Policy Management: Monitored attendance, schedule adherence, and code of conduct compliance; drafted corrective measures and delivered targeted feedback for policy infractions. Employee Engagement: Maintained a highly motivated, positive work environment that drove team morale and daily productivity.

Attendance & Schedule Management: Directly managed team attendance, schedule adherence, vacation leave (VL) allocations, and leave appeals to maintain optimal floor coverage. Productivity & Performance Delivery: Optimized team productivity hours to consistently meet and exceed client KPIs on a week-on-week and month-on-month basis. Real-Time Operational Support: Provided immediate floor support, managing customer escalations, interval performance, and real-time adherence. Workforce & Financial Collaboration: Partnered closely with Workforce Management (WFM/WFS) to ensure accurate billable hours, address overtime (OT) requirements, and resolve payroll/pay dispute concerns. Operational Coaching & Compliance: Collaborated with Performance Development (PDEV) coaches to identify behavioral gaps and execute targeted coaching plans for operations improvement. Data & Requirement Analysis: Interpreted operational performance snapshots and Internal Audit (IA) Day-over-Day (DOD) requirements to ensure full operational compliance.

Dynamic and results-driven with extensive experience managing high-volume inbound and outbound customer communications via phone, live chat, and email. Proven track record in driving online sales, boosting conversion rates through consultative selling, and resolving complex e-commerce order logistics. Adept at navigating fast-paced digital environments, multitasking across multiple chat screens, and maintaining high customer satisfaction (CSAT), First Call Resolution and 5 Star Customer Service.