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Felipe Canto

@felipecanto

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Customer Service Specialist at Accenture supporting monetization appeals and the rollout of an Agentic AI tool.

Ireland

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At Accenture, I investigate complex monetization appeals, reviewing fraud indicators, eligibility criteria, and Community Standards violations. I manage appeal queues under strict SLAs and collaborate with cross-functional teams on technical edge cases.

I also support the rollout and optimization of an Agentic AI tool for customer workflows. Previously at Accenture, I investigated audio metadata and marketplace payment issues, and escalated platform bugs to Engineering and Product teams.

Experience

Work history, roles, and key accomplishments

Current

Monetization Appeals - Customer Service Specialist

Current

Accenture

May 2025 - Present (1 year 5 months)

Conducts technical investigations and reviews complex user signals to resolve monetization appeal cases. Manages high-volume appeal queues under strict SLAs, collaborates with cross-functional teams, and supports the rollout of an Agentic AI tool.

SQL API Tooling Google Workspace Microsoft Office Internal Ticketing SRT Cloud Based CRM Interfaces Technical Investigation Escalation Management Root Cause Analysis Queue and SLA Management Risk Assessment Workflow Optimization Agentic AI Prompt Engineering

Trust and Safety - Music Research Analyst

Accenture

Mar 2023 - May 2025 (2 years 2 months)

Investigated, verified, and cross-referenced complex audio metadata across structured ticket-based workflows to ensure data integrity and accurate royalty distribution. Analyzed large volumes of content data to detect anomalies, flagging copyright breaches, metadata inconsistencies, and fraud patterns.

SQL API Tooling Google Workspace Microsoft Office Internal Ticketing SRT Cloud Based CRM Interfaces Technical Investigation Root Cause Analysis Queue and SLA Management Risk Assessment Workflow Optimization

Trust and Safety - Risk, Payments and Commerce Advisor

Accenture

May 2022 - Feb 2023 (9 months)

Investigated and resolved complex marketplace payment and account issues adhering strictly to compliance guidelines. Monitored digital user-experience issues via live chat, driving first-contact resolution metrics, and escalated platform bugs to engineering and product teams.

Retail Customer Service Support Associate

TK Maxx

Aug 2020 - Apr 2022 (1 year 8 months)

Delivered frontline support in a fast-paced environment, resolving customer queries and operational issues on the spot. Handled stock discrepancies and inventory system updates to ensure accurate operational tracking.