Office
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
10.2022 - 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
09.2021 - 08.2022
- 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
09.2020 - 09.2021
- 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
02.2016 - 09.2018
- 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
08.2018 - 10.2022
Accounting Assistant - Accounting
08.2013 - 07.2017
Software
Crm
Slack
Five9
Workday
Google suite
Feishu
Skills
Bilingual English
Excellent problem-solving
B2B service
Report preparation
Excellent CRM
Social media knowledge
Content Management
Cultural Awareness
Ethical judgment
Overview
8
8
years of professional experience
8
8
years of post-secondary education