Profile of Denise Liguori

Denise Liguori Content Moderator / Customer Service Specialist
10 years experience 0 projects worked Malaysia
RM25.00 /hr RM0 earned
Administrative SupportCRMCustomer ServiceCustomer Support

Customer Experience & Operations Specialist with 10+ years of experience in high-volume omnichannel customer support, escalation management, and Trust & Safety operations across technology, travel, e-commerce, and digital platforms. Proven track record in SLA adherence, QA & CSAT excellence, workflow optimization, and frontline coaching. Skilled in complex multi-regional case resolution, policy & compliance handling, performance monitoring, and delivering structured feedback that strengthens AI-driven systems and customer experience.

Work History (0)

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Work Experiences

  • Senior Trust & Safety / Content Moderator

    ByteDance

    April 2021 - April 2024

    • Reviewed and actioned 1,000–3,000 content cases daily against global Trust & Safety policies, consistently achieving 98%
    accuracy and QA scores of 85–90%.
    • Owned high-risk, sensitive escalations in partnership with Policy, Legal and Quality teams, delivering defensible decisions
    under pressure.
    • Acted as Team Lead: coached peers on escalations, SOP adherence and quality standards, improving team consistency
    and performance.
    • Monitored operational metrics (AHT ~10s, accuracy 98%) and turned insights into concrete performance and workflow
    upgrades.
    • Drove process improvements that reduced average handling time and raised consistency rates across the queue.

  • Senior Customer Service Specialist – (Disney)

    TDCX

    June 2024 - August 2025

    • Managed high-volume support for international Disney cruise guests, maintaining a 98.5% SLA adherence rate and
    achieving a 96% CSAT score during peak booking seasons.
    • Owned high-priority and escalated cases involving Disney platforms and services, driving resolution under
    pressure and protecting guest experience.
    • Delivered live coaching, technical assistance, and ongoing mentorship to frontline agents, raising team capability
    and consistency.
    • Communicated operational insights, recurring trends, and improvement opportunities to internal teams and client
    stakeholders to support continuous service improvement.

  • Customer Experience Specialist

    GetHarley

    August 2025 - October 2025

    • Delivered non-voice support across WhatsApp, email, and in-app channels while consistently meeting SLA and service
    accuracy standards.
    • Owned complex escalations by coordinating with clinicians and internal teams, driving timely resolutions that
    strengthened client confidence in care delivery.
    • Maintained and updated treatment plans with high attention to detail, achieving a 100% data accuracy rate and reducing
    information discrepancies.
    • Streamlined client–practitioner communication flows, reducing back and forth interactions by 20% and improving
    response turnaround time by 15 minutes.
    • Built long-term client relationships through proactive follow-ups and empathetic communication, supporting retention
    and repeat engagement.

  • Ads Quality Rater

    Welocalize

    December 2025 - Now

    • Assess online advertisements for relevance and quality against user search intent and keyword accuracy, contributing
    structured feedback that improves AI targeting and ranking models.
    • Apply detailed evaluation guidelines with high consistency to support platform optimization and higher-quality ad delivery.
    • Maintain precision across rating tasks to strengthen machine learning model performance for advertisement systems.

Certification

  • Train the Trainer

    ByteDance

    September 2026

Education

  • Level 7 Advanced Diploma

    Oxford Home Study Centre

    August 2024 - September 2025