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steve mwanzia

@stevemwanzia

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Experienced team lead specializing in content moderation and training.

Kenya

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What I'm looking for

I am looking for a role that fosters collaboration and innovation, with opportunities for growth and development.

I am a dedicated professional with extensive experience in content moderation and team leadership. At Fishbowl, I successfully implemented targeted training initiatives that elevated team productivity by 20% and ensured compliance with industry standards. My role involved supervising a diverse team of 28 moderation agents, where I achieved a remarkable 95% satisfaction rate in platform quality evaluations. I take pride in developing performance feedback frameworks that increased employee engagement scores by 25% and significantly improved our quality assurance metrics.

My journey in content moderation began at Glassdoor, where I progressed from a Customer Support Associate to a Senior Content Moderator and Team Captain. This experience honed my ability to deliver exceptional customer service while managing high chat volumes and resolving escalated issues efficiently. Additionally, my technical expertise was further developed at Sama, where I served as a Senior Content Subject Matter Expert and IT Pros Team Leader, leading initiatives that enhanced operational efficiency and team collaboration.

With a recent certification in Frontend Development from AzubiAfrica, I am eager to leverage my skills in a dynamic environment that values innovation and teamwork. I am passionate about fostering a collaborative atmosphere and driving performance improvements through effective training and communication.

Experience

Work history, roles, and key accomplishments

Team Lead Content Moderation

Fishbowl

Oct 2021 - Present (3 years 8 months)

Implemented targeted training initiatives based on performance data analysis, elevating team productivity by 20% and ensuring compliance with stringent industry standards. Supervised a diverse team of 28 moderation agents, achieving a 95% satisfaction rate in platform quality evaluations while maintaining community standards across multiple channels. Developed and executed performance feedback fra

Content Moderation Team Leadership Performance Management Training Development Quality Assurance Data Analysis Compliance Communication Asana Google Suite

IT Pros Team Leader

Sama

Apr 2021 - Present (4 years 2 months)

Led a team of IT professionals, overseeing daily operations and ensuring efficient delivery of IT support services. Managed team performance and workflow, fostering a productive and collaborative work environment.

Team Leadership IT Operations Project Management Performance Management Workflow Optimization Technical Support Communication Problem Solving

Senior Content Moderator - Team Captain

Glassdoor

Feb 2021 - Present (4 years 4 months)

Led content moderation efforts, ensuring adherence to community guidelines and maintaining high platform quality standards. Provided leadership and guidance to a team of content moderators, fostering a collaborative and high-performing environment.

Content Moderation Team Leadership Quality Control Conflict Resolution Communication Performance Monitoring

Technical Sourcer

Sama

Feb 2021 - Present (4 years 4 months)

Identified and engaged with potential candidates for technical roles, leveraging various sourcing strategies and platforms. Collaborated with hiring managers to understand technical requirements and build a strong talent pipeline.

Recruitment Talent Acquisition LinkedIn Recruiter Communication Interviewing Relationship Building

Senior Content Subject Matter Expert

Sama

Nov 2017 - Present (7 years 7 months)

Provided expert guidance on content moderation policies and complex content issues, ensuring consistent application of guidelines. Acted as a key resource for content moderation teams, resolving escalated cases and contributing to policy refinement.

Content Moderation Subject Matter Expertise Policy Development Quality Assurance Training Compliance Problem Solving Communication

Customer Support Associate

Glassdoor

Nov 2017 - Present (7 years 7 months)

Assisted customers via phone, email, and chat, resolving platform-related inquiries and providing solutions to platform disruptions. Delivered exceptional customer service while managing high chat volumes, ensuring satisfaction and loyalty. Coordinated with internal departments to resolve escalated issues, improving turnaround times and service quality.