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Content Moderation Specialist at Teleperformance
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Competencies
Proficient in identifying and managing online content to ensure compliance and safety.
Experienced in handling diverse customer interactions with empathy and efficiency.
Strong internal and external communication abilities to facilitate clear information exchange.
Capable of analyzing issues quickly and implementing effective solutions.
Education
Summary
Detail-oriented specialist with experience in content moderation and customer service, adept at improving processes and ensuring client satisfaction through effective communication and problem-solving.
Key Achievements
- Streamlined ticket labeling processes, improving efficiency and accuracy.
- Reported emerging content trends, influencing strategic policy updates.
- Managed over 30 customer interactions per shift, ensuring high satisfaction.
- Optimized standard operating procedures through data-driven insights.
Experience
Content Moderation Specialist
Identified and reported emerging content trends to the Policy Development team, facilitating strategic updates to standard operating procedures. These optimizations streamlined ticket labelling and reduced Average Handle Time (AHT) from 120 seconds to under 113 seconds.. Demonstrated expert judgment in navigating policy 'grey areas,' applying nuanced interpretations to prevent workflow bottlenecks. Provided comprehensive documentation of these exceptions to leadership, enabling the creation of more precise guidelines for future high-complexity cases.. Proven ability to process complex and sensitive information with a high degree of professional detachment, consistently delivering policy-aligned outputs while maintaining strict quality standards under pressure.. Consistently achieved a 97% monthly Quality Score (avg), significantly above the 90% requirement, by mastering complex policy application and participating in cross-functional quality calibrations to improve team-wide accuracy and performance.
Customer Service Associate
Experienced in managing 30+ unique customer interactions per shift, maintaining a focus on speed of service without compromising quality or accuracy.. Expert at using 'LEAST' (Listen, Empathize, Apologize, Solve, Thank) methods to resolve customer dissatisfaction in real-time, converting negative experiences into brand loyalty.. Ability to quickly assess a customer’s mood and needs, tailoring communication styles to provide a personalized yet efficient service experience.