Content Moderator Team Lead

Verified

$8/hr

Message Bookmark

Outline

Looking for Full-Time work (8 hours/day) at $8/hour

Bachelor's Degree

English proficiency Conversational

Professional Summary

Results-oriented Customer Service Professional and Team Leader with over 10 years of experience in BPO environments. Proven track record in team leadership, SLA
management, customer care, and inbound collections. Experienced in managing high-volume multichannel workflows across calls, emails, and live chat. Recognized as
an Elite Subject Matter Expert and top-performing Team Lead skilled in CRM systems, HubSpot, and Oracle. Fully available for remote work and US time-zone schedules.

Skills & Experience

Skills

Customer Support ( EMAIL / VOICE) 10+ Years

Customer Support > Content Moderation/Management, Email , Support 2-5 Years

Team Leader 1-2 Years

Customer Support > Customer Service > Gorgias > Shopify 6 Months to 1 Year

Experience highlights

Spervisor

Concentrix · September/2025 – Present

• Supervised and managed a team of 17 Customer Service Representatives, monitoring daily performance and productivity
• Set clear performance expectations and conducted regular coaching sessions to drive continuous improvement
• Collaborated with senior leadership to align team goals with company objectives
• Developed performance tracking systems using Microsoft Excel to monitor key metrics
• Coordinated shift schedules and resource allocation to ensure smooth daily operations

Subject Matter Expert

Concentrix · October/2023 – Present

• Served as the primary knowledge resource for agents handling complex customer concerns and escalations
• Mentored and coached frontline Customer Service Representatives to improve performance and professional growth
• Developed and maintained training materials, standard operating procedures, and knowledge base content
• Established best practices for knowledge sharing and continuous learning across the team
• Recognized as Elite Subject Matter Expert of the year at Concentrix

Content Moderator

Concentrix · September/2021 – Present

Monitored and reviewed high volumes of user-generated content, ensuring compliance with platform policies and community standards
• Identified, flagged, and escalated content violations based on established guidelines
• Applied consistent and accurate moderation decisions across all assigned accounts
• Maintained detailed documentation of moderation actions and escalations in the CRM system
• Handled high-volume customer service inquiries via email and live chat

Customer Service Representative

iQor - Amazon · October/2020 – Present

• Handled high-volume inbound customer contacts regarding orders, shipments, returns, and account concerns
• Resolved escalated calls efficiently, finding satisfactory resolutions for both customers and the company
• Processed order updates, replacements, and refunds accurately in the order management system
• Maintained high customer satisfaction scores through prompt and empathetic service delivery

Customer Service Representative

Alorica - American Home Shield · January/2019 – Present

• Resolved customer complaints regarding home warranty claims with empathy and professionalism
• Managed high-stress and escalated situations while maintaining composure
• Increased customer retention through effective conflict resolution and solution-focused communication

Contact Details Are Private

Create a free employer account to post a job and review applicants. Upgrade to message talent or view contact details.

Create Free Account

Create a free account

Create a free employer account to post a job and review applicants.

Create Free Account

Already have an account? Log In