Hi, I’m
Amanda Ceballos
Brownsville,TX
Summary
Experienced professional in content moderation, Trust & Safety, and user-generated content (UGC) review. Consistently exceeds quality metrics, maintains compliance with community guidelines, and effectively handles high volumes of sensitive content across multiple platforms. Demonstrates a strong work ethic, adapts to evolving policies, and remains committed to fostering safe online environments.
Overview
5
years of professional experience
Work History
Accenture
Trust & Safety Analyst
02.2019 - 01.2023
Job overview
- Reviewed over1,500 tickets weekly, including videos, text, and images, to enforce community guidelines
- Consistently achieved the required95%+ quality score
- Communicated policy insights and recommendations
- Managed multiple workflows to meet client expectations and maintain satisfaction
- A consistent production leader, moderating high volumes of sensitive and graphic content
- Managed own wellness to maintain a high level balance of both health and production
- Facebook, Instagram, WhatsApp –02-2019 to01-2023
Adapt Health
Claims Appeal Specialist
07.2023 - 07.2024
Job overview
- Served as a Subject Matter Expert for claims and appeal processing, ensuring accuracy and adherence to performance expectations
- Processed complex claims promptly while maintaining data confidentiality
- High performance was key in getting the project extension from3 months to1 year
- Longest short-term project
LA Care
Appeals and Grievances Specialist
05.2023 - 07.2023
Job overview
- Investigated and resolved appeals and complaints
- Communicated with external stakeholders to resolve member care issues
- Short3-month project
UPS
HR Representative
02.2023 - 05.2023
Job overview
- Traveled cross-country to coordinate job fairs and hiring events, managing activities
- Provided HR data and reporting to support decision-making
- 2-month travel project
Skills
- Content Moderation: Experienced in reviewing UGC across various formats (image, text, video, audio) to ensure adherence to guidelines
- Quality Assurance: Consistently exceeds performance metrics, maintaining high accuracy in reviews
- Adaptability: Quickly adjusts to evolving policies and procedures
- Tools/Software: Proficient in Google Sheets, Excel, Citrix, Radar, HSR, and Facets
- Self-Reliant: Able to make competent decisions independently and perform basic troubleshooting before escalating issues
- Appeal process
- Case management
- Documentation review
- Quality assurance
- Policy understanding
- Guideline adherence
Industry Experience
- Social Media: Extensive experience moderating content on leading social media platforms.
- Healthcare Services: Background in claims, appeals, and grievance resolution.
- Technology: Hands-on experience supporting HR operations and financial analysis.
Languages
Spanish
Native or Bilingual
Timeline
Claims Appeal Specialist
Adapt Health
07.2023 - 07.2024
Appeals and Grievances Specialist
LA Care
05.2023 - 07.2023
HR Representative
UPS
02.2023 - 05.2023
Trust & Safety Analyst
Accenture
02.2019 - 01.2023