Emily Collison

Tackled a variety of user questions and issues across email and social media, providing high-quality, quick, and efficient resolutions to disputes. Acting as the last point of contact for escalated issues, ensured a deep familiarity with Depop’s products and processes to deliver the best possible outcomes. Using tools like Zendesk and other internal software, efficiently managed user relationships, resolved queries, and mediated transaction disputes, all while thriving in a fast-paced, flexible work environment.

Working as the primary point of contact for the community, maintaining dialogue and fostering positive interactions via responses to the brand's social media. Embracing the brand's tone of voice to fit individual conversations and responding to highly varied tickets and situations as they arrive. Providing community support by addressing inquiries related to products, services, and customer service. Reviewing, and tagging all user comments via a Social Media Management tool.

Working as a part of the ModSquad community as a UK representative, moderating for a large international company. Position includes quick judgement of different situations, the ability to work collaboratively with other moderators, and utilizing a set series of checks to ensure the utmost care is taken to keep things within previously laid-out rules. Maintained a high level of productivity and quality within my work, and was able to change and adapt to updated guidance from the client. Moderation includes reviewing and moderating user-generated content, such as text, images, videos, audio, and calls, and applying the appropriate policies and guidelines when needed.