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Leslie Carolina
@leslie_carolina
CX Specialist and English support via chat and email
Kolumbien
Englisch, Spanisch
Über mich
I'm a Customer Experience Specialist with a background in Clinical Psychology — a combination that consistently produces results most support professionals can't replicate. I work with e-commerce brands to handle high-volume customer support via chat and email in English, with CSAT rates of 80–90% and QA scores up to 95%. I also specialize in Trust & Safety: content moderation, policy enforcement, and sensitive case review.
What psychology gives me that training manuals don't: I read the emotional state behind every message. That changes how I respond, escalate, and protect your brand.
Kompetenzen
Leslie Carolina
offline •
Durchschnittliche Antwortzeit: 1 Stunde
Meine Dienstleistungen
Kundensupport
I will provide chat and email ecommerce customer support
Business
I will in charge of moderating your platform content
Arbeitserfahrung
Customer Service Representative
Mejuri • Vollzeit
Sep 2025 - May 2026 • 8 mos
Maintained a sustained CSAT of 85%–95% in high-volume English support, managing multiple simultaneous conversations through chat and email for e-commerce customers. -Reduced unnecessary back-and-forth with customers by applying first-contact resolution, decreasing ticket reopen rates. -Handled high-emotional-impact cases accurately, such as lost orders, critical errors, and frustrated customers, ensuring most crises did not escalate. -Escalated complex cases with structured, actionable summaries that accelerated Level 2 resolutions and reduced customer wait times. -Independently adapted communication approaches to each customer’s emotional state, drawing on her psychology background to produce responses that addressed the emotion, not just the problem.
Teleperformance
2 yrs
Content Moderator
Jan 2024 - Jul 2025 • 1 yr 6 mos
Reviewed and classified digital content on a large scale on a high-traffic platform, applying Trust & Safety criteria to maintain safe spaces aligned with community policies. Processed a high volume of sensitive content, including violent material, harassment, and misinformation, with consistency in policy application and a minimal margin of error in audits. Developed resilience and personal emotional management protocols to sustain performance in an environment of exposure to disturbing content. Contributed to maintaining the integrity of the platform in a regulated and highly responsible environment.
Moderator
Apr 2023 - Oct 2023 • 6 mos
Built the foundations of my expertise in Trust & Safety in a highly demanding environment, reviewing and classifying digital content under strict platform policy standards. Developed solid criteria for the detection and management of content that violates policies, in categories including violence, misinformation, hate speech, and sensitive material. Maintained consistent performance in a high-volume environment for 2 years, demonstrating stability, accuracy, and self-regulation. This experience consolidated a unique perspective: understanding the psychological impact of harmful content on users and moderators.
