Rachel Ireland
Dubbo,NSW
Summary
Content moderation professional with proven track record of ensuring compliance with community standards and policies. Known for fostering collaborative work environment and consistently delivering results. Highly adaptable and dependable, with strong problem-solving and analytical skills that enhance team performance and meet organizational goals.
Overview
18
18
years of professional experience
Work History
Content Moderator / Trust and Safety Specialist
Eyelink Media (www.hoppy.com) (www.stereo.com)
01.2024 - Current
- Monitor and review reported content for users, and media to ensure a safe and positive user experience, addressing all flagged items within agreed timeframes.
- Enforce community guidelines by assessing the severity of violations and applying appropriate disciplinary actions as per internal policies.
- Provide timely and professional support to users via in-app support, app store reviews, and emails, including troubleshooting and billing inquiries.
- Conducted interviews with potential new moderators, assessing skills and suitability for the role, and provided comprehensive training to ensure effective integration into the team.
- Communicate enforcement decisions clearly to users while maintaining a polite and professional tone.
- Utilize moderation tools effectively to manage and maintain community standards.
- Collaborate with fellow moderators to improve moderation workflows and enhance operational efficiency.
- Offer user feedback and process improvement suggestions to the Community & Safety (C&S) Management team to drive ongoing enhancements.
- Participate in ad-hoc tasks or projects assigned by the C&S Management team, demonstrating adaptability and initiative.
- Attend weekly meetings (or their recordings, when they happen outside of work hours) and assimilate updates from the C&S Management team, posing questions
and providing constructive feedback when necessary. - Demonstrate flexibility in work hours, ensuring coverage for a global user base, including weekends as needed.
- Stay informed on social media trends, live audio spaces, and global events to make informed moderation decisions.
- Continuously adapt to evolving role and company needs, being available for short-term changes in role requirements and daily or weekly tasks.
Customer Success Agent / Social Media
Mixtiles
11.2019 - 01.2024
- Managed customer support and monitoring on various social media platforms like Facebook, Instagram, Twitter, TikTok, Trustpilot, and App stores, and Facebook groups.
- At times, providing prompt customer support through live chat and email inquiries using Intercom.
- Resolved account issues and addressed customer complaints effectively.
- Processed payments using Stripe and PayPal payment systems.
- Handled returns, cancellations, and refunds smoothly.
- Troubleshoot app and website issues to ensure a seamless customer experience.
- Maintained effective communication with team members through Slack.
Social Media Moderator
Happy Way
05.2019 - 02.2021
- Monitor social media channels (Facebook and Instagram/Later)
- Provide information to customers on products and other inquiries
- Handle customer issues in a professional manner
Live Chat Agent / Social Media Moderator
Five Point Four
01.2019 - 04.2019
- Social media channels and monitor, and as a Live Chat agent (Zendesk)
- Provide information to customers on products and delivery areas
- Track orders through couriers
- Solve account problems with cancelled orders and changed dates for deliveries
- Respond to customer inquiries via email
Live Chat Agent
The Career Academy
01.2019 - 03.2019
- Live Chat agent after hours through Zendesk for both AUS & NZ pages (Zendesk)
- Provide information to customers on courses and pricing
- Generate leads for Course Advisors to contact during business hours
Educator / Teacher's Assistant
Various Child Care Centres and Schools
01.2008 - 01.2019
- Supported children's cognitive, social, and emotional development with quality childcare.
- Recorded daily activities, progress, and incidents for director and parent review.
- Protected children with good safety and security policies.
- Offered cognitive stimulation using conversation, interaction, and responsive relationships.
- Working within the community and organising events and activities.
- Inclusion support worker with children with additional needs.
Education
Diploma - Children's Services
Charlton Brown College
Brisbane, QLD11.2011
Skills
- Communication: Strong written and verbal communication skills
- Problem-Solving: Skilled in identifying and resolving customer concerns
- Collaboration: Experience working effectively as part of a remote team
- Online support: Experience working within an online space
- Thrive in remote team environments with a flexible schedule that supports coordination across varied time zones and work styles
- Proficient in using platforms such as Slack, Intercom, Zendesk, Later, Trustpilot, App Store platforms, and content moderation systems
Timeline
Content Moderator / Trust and Safety Specialist
Eyelink Media (www.hoppy.com) (www.stereo.com)
01.2024 - Current
Customer Success Agent / Social Media
Mixtiles
11.2019 - 01.2024
Social Media Moderator
Happy Way
05.2019 - 02.2021
Live Chat Agent / Social Media Moderator
Five Point Four
01.2019 - 04.2019
Live Chat Agent
The Career Academy
01.2019 - 03.2019
Educator / Teacher's Assistant
Various Child Care Centres and Schools
01.2008 - 01.2019
Diploma - Children's Services
Charlton Brown College
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