Enrico Lepori
Customer Support and Content Moderation Specialist · Experienced
Content Moderator, Customer Support, KPI, SLA, Microsoft Office, SQL, Google Workspace
Available in 30 days.
Professional Profile
Customer Support and Content Moderation Specialist with over 3 years of experience in high-volume, international environments. Skilled in content moderation, policy compliance, and customer support for digital platforms, with proven expertise in meeting KPI and SLA targets. Proficient in Microsoft Office, Google Workspace, and SQL; holds a Technical Expert for Tourism diploma. Fluent in Italian (C2), with working knowledge of English (B1) and Portuguese (A2). Adept at handling sensitive content and contributing to process optimization in multicultural teams.
Experience
07/2022 - Present
- Review and moderate digital content (videos, images, text) on international platforms, ensuring compliance with platform policies and legal guidelines; consistently achieve an accuracy rate above 90% while processing over 800 items daily.
- Identify and escalate sensitive or high-risk cases using internal tools and CRM systems, reducing incident response time by approximately 15% and ensuring rapid intervention on policy violations.
- Collaborate with cross-functional teams (policy, legal, quality assurance) to refine moderation guidelines and workflows, resulting in a measurable increase in overall process efficiency.
- Monitor and report policy trends, flag potential risks, and contribute to the improvement of risk assessment protocols.
- Consistently meet or exceed strict SLA targets for case handling and resolution, supporting platform safety and user experience in a multicultural, fast-paced environment.
01/2022 - 02/2022
- Managed bookings, cancellations, and check-ins for international students using property management systems, ensuring high accuracy and timely processing.
- Provided live chat and email support (EMS), resolving customer inquiries and complaints with a satisfaction rate consistently above 90%.
- Handled parcel registration and delivery organization for residents, improving delivery traceability and resident satisfaction.
- Resolved issues and escalated complex cases to senior staff, reducing response times and supporting compliance with company SLA targets.
- Maintained high customer service standards, contributing to positive resident feedback and efficient operations.
Education
I.I.S.S. “A. Vespucci”
Degree: Technical Expert for Tourism
2015 - 2021
Languages
Italian
C2 - Proficiency
English
B1 - Intermediate
Portuguese
A2 - Elementary
Skills
Hard skills
Microsoft Office, Google Workspace, SQL
Soft skills
Customer Service & Client Communication, KPI & SLA Driven Performance, Active Listening, Stress Management