Joy May Madrid

Spanish Bilingual Customer Service professional with experience in the BPO industry, specializing in customer support, content moderation, and compliance. Strong communication skills in both Spanish and English, with the ability to handle inquiries, resolve issues efficiently, and maintain high customer satisfaction. Adaptable, detail-oriented, and fully prepared for a remote or onsite work environment.

Community Safety Representative at Telus Digital Philippines (2023-03 – 2026-03)

• Moderated high-volume video advertisements using Google Ads Manager, ensuring strict compliance with advertising policies and protecting platform integrity.
• Detected and flagged policy violations in ad creatives, minimizing exposure to unsafe or misleading content.
• Achieved high accuracy rates while managing large-scale content review tasks in a fast-paced environment.
• Supported platform safety initiatives by consistently applying community standards and escalating critical issues.

Customer Service Representative at Carelon Global Solution Philippine Inc (2022-02 – 2023-01)

• Handled high-volume inbound and outbound calls for healthcare accounts, assisting members with benefits, claims, and coverage inquiries while ensuring a seamless customer experience.
• Verified patient/member information and maintained strict HIPAA compliance, safeguarding sensitive health data and ensuring confidentiality at all times.
• Resolved billing, eligibility, and claims-related concerns efficiently, improving customer satisfaction and reducing repeat inquiries.

Bachelor of Science in Hotel and Restaurant Management – Taguig City University (2017-07)