Lorena Barajas Almazan

Content Moderator – Short Videos, Accounts, and Effects Teams

Responsible for enforcing platform policies, reviewing user-generated content, and ensuring compliance with community standards across multiple specialized teams. Demonstrated adaptability and consistent excellence while transitioning between departments to meet evolving business needs. Maintained a strong focus on accuracy, efficiency, and collaboration to uphold user trust and platform integrity.

• Cross-Team Expertise: Successfully transitioned between Short Videos , Accounts , and Effects teams, mastering each workflow, tool, and policy framework while maintaining top-tier performance metrics.
• Performance Excellence: Consistently achieved 100% accuracy , met AHT targets , and maintained strong UR Occupancy , even during periods of high ticket volume.
• Attendance & Reliability: Upheld perfect attendance and 100% RTO compliance , consistently meeting professional standards and reliability expectations.
• Communication & Collaboration: Strengthened team alignment through clear, policy-based communication—particularly in appeals and QA discussions.
• Engagement Leadership: Active member of the Engagement Team , helping foster a positive team culture through event planning, peer engagement, and open communication across all teams.

• Provide customer support via email correspondence.
• Certified in Small to Medium workflows to assist business users.
• As a Platform Moderator, I ensure legal compliance and safety of all content uploaded to the client's platform. I developed, improved, and maintained high standards for the security of online communities by coordinating with supervision departments for the timely management of content violated policies.
• In addition to reviewing and moderating user-generated content, I investigated and addressed reports of inappropriate content and made a decision on whether to remove or leave content on the platform. I monitored user generated content for compliance with community standards and policies and reviewed flagged content to determine if it violated guidelines or legal regulations.
• Identify ways to improve process, reduce handling time and improve quality, participate actively in client's meetings/ shadowing (as applicable), constructively flag issues through appropriate channels and provide insight, suggestions for improvements to workflow being managed.
• Furthermore, I worked with internal teams to develop and implement new moderation policies and procedures, identified trends in inappropriate content, and made recommendations to improve content moderation policies. I also maintained up-to-date knowledge and best practice related to content moderation.

• Answered calls, and emails, address customer inquiries, solved problems and providing product information.
• Customer Service, Sales Associate, Whole Foods Market — July 2017 - February 2018
• Analyzed and properly processed product returns, assisting customers with finding alternative merchandise to meet their needs.
• Educated customers on promotions to enhance sales.
• Responded to customer requests for products, services, and company Information.

• Worked alongside retail representatives to boost sales by enhancing product presentations and advertising.
• Maintained organized, presentable merchandise to drive continuous sales.
• Applied security and loss prevention training toward recognizing risks and reducing store theft.
• Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
• Answered customer questions regarding sizing and accessories and explained how to properly care for merchandise.
• Delivered a high level of assistance by locating products and checking the store system for merchandise at other sites.
• Processed product returns and assisted customers with other selections.
• Educated customers on promotions to enhance sales.