Marcela Diaz

Detail-oriented Content Moderation Specialist and Bilingual Linguist (Native Spanish / Fluent Portuguese) with hands-on experience reviewing and analyzing user-generated content for TikTok. Proven track record in applying strict community guidelines, identifying policy violations, and ensuring platform safety. Adept at data annotation, content quality review, and prompt evaluation.

Strong analytical thinker ready to leverage moderation expertise to optimize conversational AI systems and search operations.

Content Moderation Specialist (TikTok Project) - Teleperformance (2023 - 2025) - Reviewed and analyzed short-form video content, text, and user-generated data to ensure strict compliance with TikTok's Community Guidelines.

- Identified and mitigated policy violations including hate speech,violent extremism, cyberbullying, and sensitive content under high-volume targets.

- Maintained 95%+ accuracy rates in data annotation and content classification according to complex standard operating procedures (SOPs).

- Collaborated with cross-functional safety and quality assurance teams to optimize platform integrity and user experience.

Audio Content

Moderator - Portuguese Market (Azar App Project) - Besedo (2020 - 2022) - Conducted advanced auditory moderation of live voice interactions and audio streams in Portuguese to detect policy breaches, harassment, and fraudulent behavior.

- Evaluated real-time spoken language, identifying linguistic nuances, slangs, and cultural context specific to Portuguese speakers.

- Applied precise judgment to evaluate nuanced, ambiguous, and high-risk audio content in a fast-paced environment.

- Documented behavioral and phonetic anomalies, helping to refine automated voice-recognition filters and internal safety algorithms. Customer Service Specialist

INDICOM S.A. · Full-time

Feb 2014 - Aug 2017 · 3 yrs 7 mos

Buenos Aires Province, Argentina · On-site

Provided high-touch inbound phone support for prestigious global brands, including Nike, handling complex customer inquiries and high-stress situations.Specialized in de-escalating tense customer interactions, active listening, and conflict resolution, converting negative experiences into brand loyalty and positive outcomes.

Managed challenging calls with angry or dissatisfied clients, utilizing empathy, patience, and professional communication strategies to resolve issues efficiently.

Navigated customer service dashboards, CRM systems, and ticketing software to process order inquiries, returns, exchanges, and product policy explanations under high-volume targets.Adhered to strict brand guidelines and quality assurance (QA) standards, consistently maintaining high First Contact Resolution (FCR) and Customer Satisfaction (CSAT) scores.

Buenos Aires Universidad Nacional de las Artes

Argentina) Lic. en artes audiovisuales. 2012 -2015

(Bogota, Sena.

Colombia) Tec. Operadora de cámaras y luces. 2018 - 2019

Corporación de educación tecnologica Colsubsidio

Exel basico - intermedio

Coderhouse

Community manager

Dec 2024 – Mar 2025