Looking for a job

Nicolie Eli Pineda

@nicolieelipineda

Message

Content Moderator at Mayflower evaluating user content and escalating high-risk cases to protect platform safety.

Philippines

Message

At Mayflower, I evaluate user-submitted text and multimedia against community standards, achieving 98% accuracy while meeting tight turnaround targets. I also review reports and flag critical or high-risk cases to relevant teams.

At Keywords Studios, I audited customer support interactions and delivered structured feedback to strengthen accuracy and customer satisfaction. I also conducted linguistic quality checks and participated in calibration sessions to align evaluation standards.

Earlier, I supported players and moderated reports, chat logs, and images at Keywords Studios, contributing to an 80% reduction in serious gameplay policy violations. My experience also includes technical support, collections, and IT support.

Experience

Work history, roles, and key accomplishments

Current

Moderation Specialist

Current

Mayflower

Nov 2024 - Present (1 year 11 months)

Evaluate user-submitted content against platform community standards, achieving 98% accuracy. Examine and close out reports from internal teams and external users, flagging critical cases to relevant teams.

Content Moderation Community Guidelines Enforcement Trust and Safety Reporting Escalation Management

Quality Assurance Associate

Keywords Studios

Dec 2021 - Nov 2024 (2 years 11 months)

Audited customer support agent interactions via ticketing systems, delivering structured feedback. Conducted linguistic quality checks and participated in calibration sessions to maintain consistency.

Quality Assurance Audit Ticketing Systems Zendesk Helpshift Sprinklr Salesforce Calibration Root Cause Analysis

Player Support Agent / Moderator

Keywords Studios

Sep 2018 - Dec 2021 (3 years 3 months)

Delivered timely responses to player inquiries via ticketing systems, earning 5-star satisfaction ratings. Reviewed and moderated player reports, contributing to an 80% reduction in policy violations.

Player Support Content Moderation Ticketing Systems Customer Satisfaction Audit

Technical Support Representative

SPi CRM

Jan 2018 - Jul 2018 (6 months)

Served as first point of contact via live chat, troubleshooting technical and non-technical issues related to web hosting. Achieved a 90% customer satisfaction rating within 6 months.

Technical Support Live Chat Troubleshooting Customer Satisfaction KPIs

Collections Agent

Bill Gosling Outsourcing

May 2017 - Sep 2017 (4 months)

Engaged customers via inbound and outbound calls to update account records and arrange payment plans. Negotiated tailored payment arrangements, achieving top monthly quota in the first month.

Collections Negotiation Customer Service Account Management