4 years in the BPO industry, gaining strong experience in various KPIs and servi

I have one year of experience as an Operations Supervisor, leading a team of content moderators and ensuring alignment with evolving policy changes. My responsibilities included creating training materials tailored to individual development needs, collaborating closely with quality coaches to uphold standards, and conducting performance analyses to drive continuous improvement. In this role, I combined leadership and operational oversight to strengthen team efficiency, accuracy, and overall effectiveness in maintaining platform safety.

I have six months of experience in Customer Service, where I assisted clients by addressing inquiries, resolving concerns, and providing clear and timely solutions to ensure customer satisfaction. My role required strong communication skills and empathy, as I handled diverse customer needs across multiple channels while maintaining professionalism and efficiency. I consistently demonstrated active listening and problem‑solving abilities, which helped build trust and positive relationships with customers. In addition, I contributed to service quality by documenting interactions, identifying recurring issues, and collaborating with the team to improve processes and enhance the overall customer experience.

I have three years of professional experience as a Content Moderator, where I ensured platform safety by reviewing and removing harmful, disturbing, and policy‑violating content to protect users and uphold community standards. Over time, I became the team’s point of contact, serving as the liaison between moderators and management to resolve escalations, improve communication, and support overall team performance. I was also recognized as a subject matter expert in moderation policies, providing guidance, training, and mentorship to new team members while assisting in complex case reviews. My role required balancing speed and accuracy under high‑volume, time‑sensitive conditions, and I consistently exceeded performance targets. I contributed to workflow improvements by streamlining processes and sharing best practices, which led to faster resolution times and higher accuracy rates. In addition, I collaborated with cross‑functional teams to escalate sensitive cases and provide input on policy updates, while fostering a positive team culture built on resilience, professionalism, and collaboration.