Samuel Roldan
@samuelroldan1
Bilingual BPO specialist focused on content moderation and customer support.
ColombiaWhat I'm looking for
I’m a results-driven bilingual BPO professional with almost 2 years of experience delivering customer support and content moderation for U.S.-based enterprise clients (AT&T, Frontier/Meta). I’ve consistently performed at the top—earning 100% quality scores for three consecutive months, achieving the highest Resolve Rate at Teleperformance in October 2024, and scoring a perfect 100% certification.
I handle high-volume queues under SLA pressure while staying precise and compliant, enforcing platform policies for sensitive content and investigating policy violations like hate speech, CSAM, graphic violence, and misinformation. I bring first-contact resolution, strong QA habits, and clear documentation, and I’m currently learning UX/UI design to broaden how I can improve user experiences.
Experience
Work history, roles, and key accomplishments
Content Moderation Specialist
TaskUs
Jan 2025 - Dec 2025 (11 months)
Reviewed and adjudicated user-generated content at scale, enforcing platform policies with a 100% quality score for 3 consecutive months and zero escalations due to agent error. Investigated policy violations (hate speech, CSAM, graphic violence, misinformation) while maintaining accuracy, documentation standards, and sub-SLA turnaround under high-throughput queues.
Bilingual Customer Support Rep
Teleperformance
Jun 2024 - Dec 2024 (6 months)
Delivered bilingual (EN/ES) customer service and technical support for AT&T internet, wireless, and telecom accounts, earning the #1 resolve rate on the floor in October 2024. Achieved a 100% certification score and resolved complex outages, billing disputes, and device troubleshooting on first contact while meeting CSAT/AHT benchmarks and supporting upsell opportunities.
Education
Degrees, certifications, and relevant coursework
TripleTen
UX/UI Design Program, UX/UI Design
2025 -
Enrolled in the UX/UI Design Program with ongoing study starting in 2025.
Instituto Jorge Robledo
High School Diploma, High School
Earned a High School Diploma in 2023.
Tech stack
Software and tools used professionally
Availability
Location
ColombiaAuthorized to work in
Job categories
Skills
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