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Luis
Customer Support & Content Moderation with 4+ years of experience
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Competencies
Handled customer inquiries, complaints, and support across healthcare, vehicle, and technical domains via multiple communication channels.
Evaluated and classified social media content according to platform policies, removing violations and escalating complex cases.
Diagnosed and resolved hardware, software, and network issues for diverse technical products via phone, email, and live chat.
Ensured documentation and support actions adhered to FDA and internal protocols, particularly in pharmaceutical guidance.
Collaborated with teams of moderators and technical support agents to ensure consistency and quality of service.
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Summary
Experienced in customer support, content moderation, and technical troubleshooting across healthcare, social media, and technical support roles. Skilled in ensuring regulatory compliance, enhancing customer satisfaction, and maintaining platform integrity.
Key Achievements
- Guided consumers on medication use, adhering to FDA regulations, ensuring safety and compliance.
- Evaluated and classified social media content, removing violations and escalating complex cases, maintaining platform integrity.
- Provided technical support across multiple channels, diagnosing hardware/software issues, ensuring customer issue resolution.
Experience
Customer Experience Associate III
Provided guidance to consumers on the proper use of medications, strictly following the usage instructions established by the pharmaceutical company under FDA supervision., Delivered support to customers reporting product quality issues, ensuring accurate documentation and resolution procedures.,...
Content Moderator on Social Media
Evaluation and classification of content according to platform policies, Identification and removal of posts that violate usage guidelines, Escalation of complex cases to higher-level teams or departments, Collaboration with other moderators to ensure consistency in moderation
Technical Support Agent
Provide technical support and resolve issues via phone calls, emails, and live chat, Diagnose and troubleshoot hardware, software, and network problems, Stay up to date with knowledge of company products and services, Guide users through detailed steps to resolve issues
Service Advisor
Ensure customer satisfaction and handle complaints or concerns, Keep service records and vehicle history up to date, Handle customer inquiries and provide advice on services and repairs, Coordinate with the technical team to diagnose vehicle issues