Open to opportunities

Erick Monroy

@erickmonroy

Message

I am a bilingual content moderation and customer support specialist in iGaming.

Colombia

Message

What I'm looking for

I seek a bilingual moderation or support role in regulated industries where I can lead teams, improve QA processes, and apply my iGaming and social media expertise while continuing my videogame development studies.

I am an empathetic, detail-oriented bilingual professional with 4+ years supporting users at Meta, Rush Street Interactive and major outsourcers, specializing in content moderation, customer support, and quality assurance across regulated industries like iGaming and health & wellness.

I have led moderation teams, reduced human error by 30% through audits and process improvements, and consistently resolved complex technical and Responsible Gaming issues via Zendesk and ticketing systems; I bring strong communication, problem-solving, and a creative mindset from ongoing videogame development studies.

Experience

Work history, roles, and key accomplishments

Current

Community Builder & Social Media Manager

Current

Super Speciosa

May 2025 - Present (4 months)

Managed brand social accounts with a focus on Reddit and direct customer engagement, leading content and sampling strategies that improved community interaction and customer retention.

Community Management Social Media Reddit Content Strategy Customer Engagement Sampling Programs

Team Lead, Content Moderator

Teleperformance

Feb 2023 - Feb 2025 (2 years)

Led a team of content moderators handling high-risk escalations across Meta platforms and collaborated with QA and Policy to improve moderation standards, reducing human error by 30% through audits and process enhancements.

Content Moderation Escalation Management Team Leadership Auditing Mentoring Process Improvement

Player Analyst Support

Rush Street Interactive

Jun 2022 - Jan 2023 (7 months)

Provided bilingual customer support via Zendesk for login, payment, and Responsible Gaming issues, ensuring regulatory-compliant resolutions and escalating complex cases to internal teams.

Zendesk Bilingual Support Ticketing Systems Customer Service Regulatory Compliance

Business Expert - Meta Marketing

Atento

Oct 2021 - Jun 2022 (8 months)

Guided Latin American clients through Meta Ads onboarding and troubleshooting via chat, tickets, and email, improving campaign performance and supporting customer retention.

Meta Ads Onboarding Troubleshooting Chat Support Ticketing Performance Optimization Customer Retention

QA Analyst, Bilingual

Teleperformance

Feb 2020 - Sep 2021 (1 year 7 months)

Managed technical and account-related ticket interactions and performed QA audits to identify service gaps, support training improvements, and help the team meet key performance targets.

Quality Assurance Ticketing Systems Bilingual Support QA Technical Troubleshooting