Yudy Marcela Medina Pabon

Provided technical support for Microsoft Office users via inbound calls. Assisted customers in resolving software issues related to Word, Excel, Outlook, and other Office applications. Demonstrated strong communication skills including active listening, clear verbal guidance, empathy, and adaptability to different user levels. Ensured high customer satisfaction through effective problem-solving and case documentation.

• Improved response times by effectively prioritizing tasks and managing workload.
• Implemented new strategies for handling high call volumes, reducing wait times and improving overall experience.
• Established effective communication channels between management, staff, and external stakeholders to ensure timely resolution of concerns.
• Resolved escalated issues, maintaining a high level of customer satisfaction and retention.

Reviewed and analyzed user-generated content on Instagram to ensure compliance with Meta’s community standards. Evaluated images, videos, comments, and profiles, making quick and accurate decisions to maintain a safe platform. Developed strong attention to detail, critical thinking, emotional resilience, and confidentiality in handling sensitive material.

• Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
• Proactively identified areas requiring policy updates or clarifications, reducing the occurrence of inconsistencies in content moderation decisions.
• Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.