Emma Johnson

EMMA JOHNSON Emma.-|- Professional Summary Reliable and attentive Chat Moderator with 3+ years of experience managing online communities and customer interactions across various platforms. Skilled in enforcing guidelines, de-escalating conflicts, and delivering outstanding customer support. Adept at working in fast-paced environments with strong communication and multitasking abilities. Committed to maintaining safe, respectful, and engaging online spaces. Key Skills - Real-Time Chat Moderation - Online Community Management - Conflict Resolution & De-escalation - Customer Service & Technical Support - Familiar with: Discord, Slack, Zendesk, Intercom - Typing Speed: 70+ WPM - Strong Written Communication - Cultural Sensitivity & Discretion - Fluent in English | Basic Spanish Professional Experience Chat Moderator – ModSquad Remote (USA) | Jan 2022 – Present - Monitor chat rooms, forums, and social platforms to ensure compliance with community standards. - Enforce rules consistently, warning or banning users when necessary. - Respond to user inquiries and technical issues in real time. - Collaborate with internal teams to report trends, threats, or violations. Live Chat Agent – Supportly, Inc. Remote | Mar 2020 – Dec 2021 - Provided real-time support to customers via live chat for a tech support firm. - Resolved product issues, billing questions, and account concerns. - Achieved 95%+ customer satisfaction rating. Education High School Diploma Sunrise High School, Miami, FL Graduated: 2018 Certifications - Online Moderation Essentials – Coursera - Customer Service Fundamentals – LinkedIn Learning References Available upon request.