Erlson John Cabison

This statement details five years of continuous service in dynamic, high-stakes operational environments, encompassing four years in specialized Content Moderation and one year in direct Customer Service. This background has cultivated a unique skill set combining rigorous policy application, critical decision-making under pressure, and empathetic customer communication.

Duration: 4 Years Focus: Policy Enforcement, Digital Safety, High-Volume Queue Management

Over four years, I served as a Content Moderator, specializing in maintaining platform integrity and user safety across high-volume digital environments. My core function involved the meticulous review and analysis of user-generated content against complex, evolving community guidelines and legal standards.

Key Responsibilities and Skill Application:

1. Policy Interpretation and Enforcement: I was responsible for interpreting nuanced and often ambiguous global policies (covering areas such as hate speech, self-harm, regulated goods, and misinformation). This required high-level critical thinking and absolute consistency in applying complex rules to diverse and sensitive cases. My success depended on maintaining an expert-level understanding of over a dozen specific policy sets.
2. High-Volume Queue Management: I routinely managed high-priority, time-sensitive queues, processing an average of 300-400 cases per day. I consistently maintained an audit-backed accuracy rating of over 98.5%, significantly above the team benchmark, demonstrating exceptional attention to detail and efficiency.
3. Handling Sensitive Material: A significant portion of the work involved exposure to graphic, disturbing, or illegal content. This required strong emotional resilience, adherence to well-being protocols, and a non-judgmental approach to ensure all decisions were objective and data-driven, regardless of personal discomfort.
4. Quality Assurance and Feedback: I actively contributed to the feedback loop for Machine Learning models and policy refinement. By flagging edge cases and providing clear, granular documentation on decision rationale, I helped policy teams iterate and improve both automated detection systems and training materials for new hires.

Duration: 1 Year Focus: Frontline Support, Issue Resolution, Customer Retention

Prior to my moderation work, I spent one year as a Customer Service Representative, serving as the primary point of contact for customer inquiries, technical issues, and billing disputes across multiple communication channels (phone, email, and live chat).

Key Responsibilities and Skill Application:

1. De-escalation and Conflict Resolution: I specialized in the de-escalation of complex and emotionally charged customer complaints. By employing active listening and maintaining a calm, empathetic tone, I successfully resolved challenging situations, transforming potentially negative experiences into opportunities for customer loyalty.
2. Multi-Channel Support Proficiency: I became highly proficient in managing simultaneous interactions, consistently maintaining a First-Call Resolution (FCR) rate of 85% by quickly diagnosing issues and navigating internal knowledge bases and CRM software (e.g., Salesforce, Zendesk).
3. Product Expertise and Communication: I maintained deep knowledge of the company's full product suite, enabling me to provide personalized, accurate solutions and guide customers through complex technical setups or service changes efficiently.
4. Process Improvement Contribution: I proactively logged and categorized recurring customer pain points. This data was leveraged by the product and operations teams to fix systemic issues, ultimately improving the overall customer experience and reducing support volume.

My combined experience creates a powerful synergy: I am adept at the empathetic, solution-oriented communication required in customer service, coupled with the rigorous, high-accuracy, and policy-driven operational execution honed through years of content moderation. I excel at navigating both the human and technical sides of a modern digital business.