Joshua Espaldon

Customer-focused professional with over four years of experience in content moderation, chat support, data annotation, and back-office operations across BPO industry. Skilled in enforcing platform policies, resolving customer and merchant concerns, data annotation, and consistently meeting quality, productivity, and compliance targets. Seeking to bring strong attention to detail and clear customer communication to a remote customer support or operations support role.

Data Annotator (Social Media) - TaskUs (Lizardbear Tasking Inc.)

(2023-01 - 2026-09)

• Annotated and labeled image and video data for a social media platform, applying bounding boxes to accurately identify and track objects and subjects across every frame.
• Reviewed video content frame-by-frame to ensure consistent, high-precision annotation, maintaining strong accuracy metrics.

Content Moderator (Social Media) - TaskUs (Lizardbear Tasking Inc.)

(2023-01 - 2026-09)

• Reviewed and actioned flagged content across high-risk categories, including animal abuse, sexualized behavior, graphic violence, gambling promotion, adult nudity, and youth-regulated goods, using a moderation tool and Lark tool to apply platform policy accurately.
• Consistently met a daily quota of 510 reviewed cases while sustaining strong performance across EPH (events per hour), quality audit scores, utilization rate, and adherence and attendance metrics.

Chat Support (Food Delivery) - TaskUs (Lizardbear Tasking Inc.)

(2023-01 - 2026-09)

• Supported food delivery account by managing customer payments and account inquiries, reviewing outstanding balances and chargebacks, and providing clear information on membership benefits to resolve issues efficiently.

Customer Service Associate – Retail (Chat & Back Office) - Ibex Global Solutions

(2021-11 - 2022-09)

• Processed refunds and replacements for missing or damaged items, tracked shipments, and made outbound calls to members, merchants, and courier partners, including freight shipments, to resolve delivery issues and ensure timely order fulfillment.
• Maintained strong performance across CSAT, Net Promoter Score (NPS), average handle time (AHT), and emails-per-hour targets by balancing efficiency with quality customer care.

Customer Service Associate - Healthcare - Teleperformance

(2021-08 - 2021-10)

• Educated callers on prescription drug tier structures and formulary guidelines, helping members understand medication costs and coverage options.

Process Associate - Financial - Genpact Services LLC

(2021-01 - 2021-03)

• Assisted cardholders with credit card inquiries, including billing statements, payment processing, and account balances.

Banquet Server - The Heritage Hotel Manila

(2019-09 - 2019-11)

• Set up event and banquet spaces to meet function specifications, delivered attentive food and beverage service during events, and coordinated with guests and team members to ensure smooth event execution.

Bachelor of Science - International Hospitality Management - Lyceum of the Philippines University – Cavite (2015 - 2019)