Social Media Content Moderator and Customer Service Specialist

Filtered user-generated image, video, and written content for explicit, violent, illegal, malicious, misleading, and otherwise inappropriate material that violated community guidelines for the Indonesian market.

Maintained an average daily productivity of at least 450 content items and helped the client sustain monthly moderation accuracy of at least 85%. Collaborated with team members to determine appropriate actions for suspicious and ambiguous content.

Reviewed more than 400 textual, visual, and audio content items to determine compliance with platform rules and guidelines. Supported the safety, quality, and functionality of a user-generated content platform.

Filtered harmful and offensive content involving obscenity, extremism, violence, crime, sexual exploitation, child pornography, drug abuse, fraud, hate speech, harassment, and bullying. Achieved 100% curation accuracy from June through December 2023 and discussed content trends and patterns proactively with colleagues.

Responded to product and service enquiries through social media and live chat channels, managing more than 100 customer interactions per day. Provided information about relevant products and services.

Resolved customer complaints by clarifying issues, determining root causes, explaining suitable solutions, coordinating corrections, and following up to completion. Built customer relationships and supported sales through product information and efficient issue resolution.

Supported environmental advocacy activities, including community outreach during an environmental concert in Sendi Cultural Village, Mojokerto, East Java, and assistance with annual organizational meetings.

Wrote opinion content to raise awareness of ecological crises, coal power impacts, forest conversion, mining-related environmental damage, and sustainability. Collaborated with community members, musicians, artists, government, and stakeholders to promote environmental protection.