Customer Experience and Social Media Moderator

During my time as a Customer Service Representative for T-Mobile, I assisted customers with various account-related concerns, including billing inquiries, plan activations, device troubleshooting, and porting requests. I handled both inbound and outbound calls, ensuring that each interaction ended with the customer feeling valued and satisfied. I took pride in delivering accurate information and personalized solutions, often resolving issues efficiently while maintaining a friendly and professional tone. Working in a fast-paced environment taught me how to stay calm under pressure, manage multiple systems, and meet performance metrics such as first call resolution, customer satisfaction, and response time. Through this role, I developed strong communication, problem-solving, and multitasking skills, and learned the importance of empathy and active listening in every customer interaction. My goal was always to make each call a positive experience and to represent T-Mobile’s commitment to excellent service.

During my time at T-Mobile, I gained hands-on experience in coaching and training team members, including guiding new hires during nesting and facilitating upskill sessions. I provided real-time feedback, side-barged agents to ensure correct processes, and monitored performance to help them meet targets and maintain quality standards. Additionally, I collaborated with trainers and supervisors to identify skill gaps, deliver effective learning sessions, and support overall team development, ensuring both operational efficiency and exceptional customer service.

During my time handling content moderation for Meta platforms (Facebook, Instagram, and Messenger), I was responsible for reviewing and evaluating user-generated content to ensure it followed the Community Standards. I carefully assessed posts, comments, photos, and videos, identifying and removing any material that violated policies such as hate speech, nudity, misinformation, or violent content. I also handled user reports and appeals, making fair and accurate decisions while maintaining confidentiality. Using Meta’s internal moderation tools, I consistently met accuracy and productivity goals while adapting to frequent policy updates. This experience strengthened my attention to detail, analytical thinking, and emotional resilience—especially when dealing with sensitive content. It also taught me how to balance efficiency with empathy, ensuring every moderation decision contributed to a safer and more respectful online environment.