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Content Moderator with 3+ years of customer support in digital media and finance
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Competencies
Reviewed and enforced platform policies to maintain content quality and compliance.
Provided support via phone, email, and support channels to resolve inquiries and issues.
Managed back-office support tasks and floor support activities ensuring team efficiency.
Assisted customers with credit reports, dispute processes, billing, and insurance queries.
Education
Languages
Summary
Dedicated professional with over 3 years of experience in content moderation, customer support, and back-office operations in digital media and financial services. Skilled in handling high-volume cases, enforcing policies, and providing excellent service.
Key Achievements
- Moderated over 110+ content tasks per shift, ensuring policy compliance at YouTube.
- Handled 8+ offline support cases per hour related to consumer credit at Equifax.
- Resolved over 100+ weekly cases via call and email, exceeding service targets at Smile Direct Club.
Experience
Content Moderator (YouTube Monetization Campaign)/Floor Support
Analyzed and moderated over 110+ content tasks per shift, ensuring compliance with platform policies., Provided floor support to team members based on high performance and knowledge of internal processes.
Customer Service Representative / Back Office / Floor Support
Handled 8+ offline support cases per hour related to consumer credit reports and dispute processes., Educated customers on fraud prevention, identity protection, and accurate report analysis., Offered tailored product recommendations and assisted with account-related inquiries.
Insurance Specialist / Customer Service Agent
Resolved over 100+ weekly cases via phone and email, consistently exceeding service targets., Managed over 150+ customer follow-ups via email, escalating and resolving complex cases., Provided personalized product options and resolved billing and insurance inquiries.