Content Moderator & Customer Support Specialist
Resume:
**/**** – 10/2017
GABRIELLA PUNO
702-***-**** Las Vegas, NV 89144 *****@*****.*** SUMMARY
Detail-oriented professional with over 5 years of experience in content moderation, customer support, and administrative operations. Proven ability to analyze user-generated content, enforce policy compliance, and manage high-volume customer inquiries, resolving over 100 daily emails for a veterinary diet program. Adept at providing omnichannel support, processing transactions, and ensuring accuracy. Seeking to leverage strong communication, problem-solving, and quality assurance skills to contribute to the company’s success.
WORK EXPERIENCE
Content Moderator, Telus International
Analyzed user-generated content (text, images, videos, comments) to ensure adherence to platform policies. Enforced platform guidelines with impartiality and consistency. Executed quality assessments to maintain platform integrity and enhance user experience. Escalated complex content issues and documented moderation trends. Partnered with team members to refine moderation processes. Maintained awareness of evolving industry standards through continuous training. PETCO Vet Diets (Back Office & Remote), Sutherland Global Services Validated veterinary prescription authorizations for specialized pet food orders. Facilitated communication between veterinary clinics and customer support teams. Managed a daily volume of over 100 customer emails, resolving order and service inquiries. Reviewed and approved orders, verifying accuracy and compliance with protocols. USAA Auto & Property Insurance Representative (Chat MSR), Sutherland Global Services Delivered omnichannel chat support to insurance members. Clarified policy details and guided customers through coverage options and premium information. Processed insurance applications, renewals, endorsements, and payments efficiently. Furnished comprehensive responses concerning policy terms and coverage specifics. Insurance Representative, State Farm - Mark A. Brandon Insurance Agency Provided exceptional customer service, managing policy updates, cancellations, and modifications. Handled the processing of insurance applications, rewrites, endorsements, and payments. Ensured compliance with licensing requirements and followed up diligently on client inquiries. SKILLS
Virtual Assistance & Administrative Support
Order Processing & Data Management
Customer Service & Omnichannel Support
Content Moderation & Policy Enforcement
CRM & Content Moderation Tools
Problem Resolution & Conflict Handling
Quality Assurance & Compliance
Emotional Resilience & Confidentiality
EDUCATION & CERTIFICATION
Certified Virtual Assistant
Lovegevity University
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High School Diploma
Spring Valley High School, Las Vegas
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