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Westlands
Thomas Maina

Thomas Maina

CHAT MODERATOR

Customer Service / Support

Westlands, Nairobi Area

Social

Services offered

As a chat moderator, my primary responsibility is to ensure conversations remain civil, respectful and constructive. Each day, I monitor several busy chat rooms with thousands of active users. When users first join, I introduce myself and welcome them to the community. I outline our code of conduct which promotes open but thoughtful dialogue. From then on, I quietly follow discussions to intervene only if needed. Most of the time, people naturally get along and debate topics in a polite manner. But occasionally, heated arguments or personal attacks arise. In those cases, I privately message individuals to diffuse tensions and redirect focus to the core issue. If inappropriate behavior continues, I issue warnings as a final chance to cooperate before imposing timeouts. Banishment is an absolute last resort, done only for outright abuse, doxxing or illegal discussions. My priority is always rehabilitation over punishment. Beyond strict moderation, I also participate positively. I share my own informed perspectives to move exchanges forward productively. I organize relevant themed sessions and fun activities to engage our members more deeply. Interpreting context and nuance is crucial, so I strive to understand different cultural lenses. Privileging marginalized voices fosters safe discussion for all. With empathy and impartiality, I believe mediation can resolve conflicts and build understanding. Through open communication and leading by example, I aim to cultivate a sanctuary of respect on my virtual watch. It is immensely rewarding to know that through my moderation, people feel empowered to have civil global conversations each day.

 

 

 

 

Client management
Project management
Chat moderator
Data analytics
Operations management
Training and development
Approximate rate: USD$ 8 per hour

Experience

 

As a seasoned professional with over 3 years of experience in varied roles, I have a proven track record of achieving results through leadership, relationship building, and hands-on work. 

 

Client Management - Managed key client relationships and accounts valued at over $5 million annually. Oversaw client onboarding, addressed concerns, and ensured satisfaction through excellent service. 

 

Project Management - Led multifaceted projects from start to finish, on time and under budget. Planned, assigned tasks, tracked milestones, and ensured smooth coordination of cross-functional teams. 

 

Operations Management - Streamlined operations to maximize efficiency and productivity. Implemented process improvements, oversaw staff, and helped grow business by 20% through optimizing resources.

 

Training and Development - Delivered training programs to impart new skills to teammates. Conducted needs assessments, designed customized curricula, and coached employees to excel in their roles.

 

Data Analytics - Analyzed complex data from diverse sources to generate actionable insights. Used metrics to uncover opportunities, troubleshoot issues, and make evidenced business recommendations.

 

Communication - Excellent written, verbal, and presentation skills developed through client discussions, reports, proposals, staff engagements, and public appearances. Able to explain complex concepts simply. 

 

Problem Solving - Proactively addressed challenges through out-of-box thinking and consensus building. Handled unpredictable situations calmly and ensured smooth workflow.

 

Using technical expertise combined with strong leadership, organizational abilities and people management skills, I have consistently delivered top results and look forward to contributing further to your growing organization.

 

Education

Human Resource Management Degree, JKUAT, Kenya.

People Management Certificate, Coursera , Online.

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