Open to opportunities

Leo Rafeca

@leorafeca

Community Operations & Trust & Safety specialist improving content quality and safety through policy enforcement and rapid audits.

Indonesia

Message

What I'm looking for

I’m looking for a Trust & Safety/Community Operations role where I can improve moderation quality at scale, reduce escalations, and use trend insights to strengthen policies, coaching, and cross-functional workflows.

I’m a Community Operations and Trust & Safety specialist with 5+ years moderating high-volume live and short-form content for major platforms. I enforce complex policies and legal requirements while keeping decision speed consistently low and outcomes consistently accurate.

Across my roles, I’ve delivered measurable quality impact—achieving 95%+ quality scores, reducing escalations by ~25%, and reviewing up to 1,500 items/day with average decision times under 30 seconds. In operations leadership, I maintained client KPIs including AHT targets and quality performance by improving issue identification and workflows.

I also drive continuous improvement through calibration and trend discovery. I lead calibration sessions, mentor and train moderators, and translate patterns I see in escalations, reports, and appeals into policy and guidance updates.

My background combines content risk awareness with audit-driven quality assurance. From daily audit sampling and quality reporting to escalation management and team training, I focus on protecting platform safety while making moderation more consistent, efficient, and scalable.

Experience

Work history, roles, and key accomplishments

Current

Community Operations Specialist

Current

TDCX

May 2025 - Present (1 year 1 month)

Led high-volume community content moderation, reviewing up to 400 user-generated items daily to enforce community guidelines and legal requirements. Met client KPIs by maintaining AHT targets, achieving 95%+ quality scores, and reducing escalation rates by ~25% through proactive issue identification and process improvements.

Content Moderation Community Guidelines Enforcement Trust & Safety Quality Assurance KPI Tracking Escalation Management Policy Updates Process Improvement

Oncall Agent & Trend Moderator

ByteDance (TikTok)

Sep 2023 - Mar 2025 (1 year 6 months)

Moderated trending livestream content by identifying policy violations and escalating grey/high-risk cases to protect platform safety. Served as on-call agent for urgent issues, handling 300+ cases per day with average handling under 90 seconds while documenting trends to inform policy and guidance updates.

Trust & Safety Policy Enforcement Trend Analysis Operational Efficiency

Content Moderator

ByteDance (TikTok)

Jul 2022 - Sep 2023 (1 year 2 months)

Reviewed live-stream user content and applied community guidelines to deliver timely moderation decisions across up to 1,200 items per day. Maintained average decision times under 30 seconds and flagged emerging trends with actionable insights to policy teams.

Content Moderation Community Guidelines Real Time Decisioning Policy Enforcement Quality Control Case Review

Quality Support Analyst

Bigo Company

Feb 2021 - Jul 2022 (1 year 5 months)

Performed daily audit sampling and quality reviews to monitor moderation accuracy and adherence to guidelines. Provided feedback, managed escalations, supported policy improvement recommendations, and supervised/trained a short-video monitoring team while producing daily/weekly/monthly quality reports.

Auditing Compliance Monitoring Escalation Handling Quality Reporting Team Supervision

Content Moderator

Bigo Company

Jun 2020 - Jan 2021 (7 months)

Reviewed and removed illegal content across images, short video, audio, and text to maintain platform safety. Averaged under 30 seconds per decision and processed up to 1,500 cases per day while ensuring accuracy.

Content Moderation Illegal Content Removal Multi Format Review Policy Enforcement Real Time Decisioning Safety Compliance