Open to opportunities

Iram Shahnaz

@iramshahnaz

Message

Experienced content moderator and contact centre associate focused on trust and safety.

United Kingdom

Message

What I'm looking for

I am seeking a role focused on trust & safety or customer service where I can apply moderation, CRM, and QA skills in a compliant, supportive, and KPI-driven environment.

I am an experienced Content Moderator and Contact Centre Associate with a proven track record in handling sensitive content, high-volume customer interactions, and maintaining strict quality, safety, and compliance standards. I consistently meet KPIs, apply sound judgement to complex moderation decisions, and deliver empathetic customer service across digital and phone-based platforms.

I bring strong attention to detail, resilience when working with distressing material, and expertise with CRM and case-management systems. I have been recognised for accuracy and policy adherence and I am flexible with shifts and both remote and on-site roles.

Experience

Work history, roles, and key accomplishments

Contact Centre Associate

Morrisons

Handled high volumes of inbound customer calls, resolved order and service complaints, and logged interactions in CRM while meeting performance targets and maintaining call quality.

CRM Data Protection

Content Moderator

Webhelp

Reviewed and moderated high volumes of user-generated content to enforce platform policies, consistently meeting SLAs while maintaining high accuracy and quality scores under stressful conditions.

Content Moderation Policy Enforcement Trust & Safety SLA Quality Assurance Data Protection Case Management

Contact Centre Associate

Sainsbury's

Managed customer enquiries across phone and digital channels, de-escalated challenging situations, and met KPIs for call handling time, quality, and customer satisfaction.

Multichannel Support Customer Service KPIs CRM Time Management