Open to opportunities

MARIANNE MADRID

@mariannemadrid

Message

Customer experience and content moderation specialist delivering efficient, user-focused support.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can apply moderation and activation expertise, contribute to training, and grow in a collaborative, supportive team.

I am a results-driven customer experience and content moderation specialist with hands-on experience in telecommunications and social media safety. I have supported activations, porting, and account management with T-Mobile Universal Activation workflows and moderated content to ensure platform compliance.

At Startek, I served as a Customer Service Representative and a Subject Matter Expert, providing real-time escalation support, coaching, and ensuring adherence to policies — work that led to recognition as Overall Top Performer in May 2023.

With TaskUs, I reviewed and labeled content against Meta’s community standards and contributed to training as a Learning Experience Apprentice, helping roll out policy updates and design engaging learning materials.

I am detail-oriented, reliable, and skilled in communication, problem-solving, and training support, with tool proficiency in Microsoft Office, Google Workspace, and Canva. I hold certifications in HubSpot Email Marketing and multiple T-Mobile activation recognitions.

Experience

Work history, roles, and key accomplishments

Content Moderator

TaskUs PH

Jun 2024 - Dec 2025 (1 year 6 months)

Reviewed and labeled user-generated content per Meta policies to ensure platform safety, flagged and escalated violations, and maintained high accuracy and confidentiality in moderation decisions.

Content Moderation Policy Enforcement Quality Assurance Escalations Confidentiality Meta Community Standards Attention To Detail

Learning Experience Apprentice

TaskUs PH

Mar 2025 - Mar 2025 (0 months)

Facilitated upskill and policy rollout trainings for teammates and team leads, assisted the Learning Experience Lead in designing engaging materials, and supported endorsement of trained staff to production.

Training Delivery Curriculum Development Coaching Facilitation

Private Academic Tutor

Private Tutor

Jan 2024 - Mar 2024 (2 months)

Provided one-on-one academic tutoring to improve student understanding and performance across subjects through personalized lesson plans and progress monitoring.

Tutoring Lesson planning Communication Time Management personalized instruction

Customer Service Representative

Startek PH

Mar 2022 - Dec 2023 (1 year 9 months)

Handled activations, number porting, billing, SIM and device inquiries for T-Mobile Universal Activation customers, delivering fast, accurate resolutions and coordinating cross-team efforts to improve customer satisfaction.

Customer Support Activation Number Porting Billing Support Account Management Communication

Subject Matter Expert

Startek PH

Apr 2023 - Oct 2023 (6 months)

Provided real-time guidance and escalation support during nesting, ensured adherence to T-Mobile policies, delivered agent feedback to improve performance, and collaborated with trainers to resolve operational issues.

Coaching Escalation Management

Sales Associate

Bench PH

Dec 2021 - Jan 2022 (1 month)

Assisted customers with product selection, maintained visual merchandising and store displays, and delivered customer service aligned with brand standards.

Retail Sales Customer Service Visual Merchandising Product Knowledge Communication