Open to opportunities

Yosam Madoyi

@yosammadoyi

Message

Bilingual content moderation and customer support lead delivering accurate, culturally aware solutions.

Kenya

Message

What I'm looking for

I seek a role where I can lead bilingual moderation/support teams, improve workflows, and apply translation skills in a collaborative, metrics-driven environment.

I am a bilingual content moderation and customer service specialist with over three years supporting global e-commerce and tech clients. I lead multi-wave teams, coach moderators in English and Swahili, and consistently meet quality KPIs while balancing speed and accuracy under pressure.

I have hands-on experience in live chat, email support, content moderation, translation, and CRM systems including Salesforce and Jira. I focus on clear cross-cultural communication, workflow improvements, and translating client feedback into actionable guidance that raises team performance and data integrity.

Experience

Work history, roles, and key accomplishments

Current

Team Lead, Content Moderation

Current

iSON Xperiences

Dec 2024 - Present (9 months)

Led a multi-wave team of bilingual content moderators for a global e-commerce client, improving quality and KPI adherence through coaching, workflow optimizations, and cross-functional coordination.

Content Moderation Team Leadership Coaching Bilingualism Workflow Optimization KPIs Escalation Management Cross Cultural Communication

Chat Support Agent

Cloudworkers

Jun 2023 - Aug 2024 (1 year 2 months)

Provided live chat support to international clients, handled troubleshooting and service issues, documented interactions in Jira, and maintained high customer satisfaction in high-volume environments.

Live Chat Support Troubleshooting Jira Customer Satisfaction Documentation Multitasking

Customer Care Representative

Samasource

Mar 2021 - Jul 2024 (3 years 4 months)

Delivered bilingual email and chat support, processed orders/returns, maintained Salesforce records, and collaborated with cross-functional teams to resolve complex customer issues and improve accessibility.

Customer Support Live Chat Email Support Salesforce Bilingualism Order Processing Cross Functional Collaboration Translation

Content Moderator

Samasource

Mar 2021 - Jul 2024 (3 years 4 months)

Reviewed and moderated user-generated content in English and Swahili to ensure policy compliance, escalated translation/interpretation cases, and consistently exceeded quality KPIs while processing high volumes of data.

Content Moderation Compliance Quality Assurance Data Integrity Escalation Management