Alejandro

Content Moderator | Digital Community & Academic Facilitator

Data Science Research Peru • Freelance

Jan 2026 - Present • 4 mos

Content Moderator with an analytical approach and collaborative management style. Experienced in facilitating digital, academic, and community spaces, ensuring compliance with guidelines, quality interactions, and a climate of respect and active participation. Specialized in content review, discussion control, incident management, and methodological support. I possess a high capacity for conflict mediation, information synthesis, and guiding participants toward clear objectives.

Customer Experience & Call Center Operations | Freelance

Freelance • Freelance

Aug 2025 - Feb 2026 • 6 mos

Key responsibilities & achievements: ▸ Handled 50–80 daily customer interactions via email, live chat, and inbound calls — maintaining a first-contact resolution rate above 85% ▸ Managed complaint escalations with empathy-first communication, reducing churn risk and converting frustrated customers into retained clients ▸ Logged and updated customer records in CRM platforms (Zendesk, Freshdesk, HubSpot), maintaining data accuracy for trend analysis and reporting ▸ Supported customer onboarding: walked new clients through account setup, product use, and service workflows — reducing early cancellation rates ▸ Produced weekly customer satisfaction summaries (CSAT scores, complaint trends, resolution rates) delivered to team leads for quality improvement ▸ Provided full bilingual support (Spanish + English), covering LATAM and US customer segments and serving as a language escalation resource for the team

E-commerce Operations & Virtual Assistance | Freelance

Indepent • Freelance

Aug 2025 - Feb 2026 • 6 mos

▸ Uploaded and managed 200+ product listings including titles, descriptions, images, tags, and SEO-optimized metadata — reducing catalog errors by 40% ▸ Processed and tracked 150+ weekly orders through Shopify Admin and DSers/Oberlo, coordinating with suppliers to ensure on-time fulfillment and reducing customer complaints ▸ Controlled inventory across multiple variants; set reorder alerts and maintained stock accuracy, preventing 3 potential stockout events per month ▸ Handled customer support inbox (email + chat), resolving 85%+ of inquiries on first contact, managing refunds, and escalating complex cases appropriately ▸ Produced weekly operational reports (Google Sheets / Excel): order volume, fulfillment rates, inventory turnover, and customer satisfaction metrics ▸ Optimized product images and store SEO titles, contributing to measurable improvement in organic search visibility