Summary

Work History

Education

Software

Skills

Overview

Alfonso Aquino

Content Moderator

Cdmx

Summary

Content moderator committed to user safety as well as experienced in compliance and adherence to regulations and policies with extensive knowledge of qualitative analysis

Work History

Content Moderator

TikTok

2022.10 - Current

Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
Reduced response time for content review, ensuring a safer online environment for users.
Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.

Customer Service Representative

Sykes

2021.09 - 2022.08

Streamlined call center processes for improved efficiency and reduced wait times.
Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Exceeded performance metrics consistently, earning recognition as a top performer within the team.
Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Bilingual Customer Service Agent

Teleperformance

2020.09 - 2021.09

Resolved concerns with products or services to help with retention and drive sales
Processed orders, credits and tracked returns
Maintained and managed customer files and databases
Performed support ticket transaction resolution tasks and administrative functions
Answered up to 100 calls per day in busy, fast-paced office for both English and Spanish-speaking customers.

Customer Service Representative

bbs red

2016.02 - 2018.09

Achieved outstanding ratings on Email Handle Time (EHT), Chat Handle Time (CHT), Phone Handle Time (PHT) and Quality and Voice of Customer (VOC)
Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers
Provided primary customer support to internal and external customers
Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
Collected and analyzed customer information to prepare product or service reports
Answered product and service questions, suggesting other offerings to attract potential customers.

Education

Bachelor of Science - ANTROPOLOGY

ESCUELA NACIONAL DE ANTROPOLOGIA E HISTORIA, CDMX, Unknown

2018.08 - 2022.10

Accounting Assistant - Accounting

Colegio De Bachilleres , CDMX

2013.08 - 2017.07

Software

Office

Crm

Slack

Five9

Workday

Google suite

Feishu

Skills

Bilingual English

Overview

8

8

years of professional experience

8

8

years of post-secondary education