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Resumes
August 13, 2026
Resume Example
Real-world moderator resume examples across community, live chat, social media, and Discord roles, with the queue times, accuracy scores, and community growth that platforms and brands look for.
Oriana Pellegrino
(303) 555-0119 ◇ Denver, CO
oriana.pellegrino@example.com ◇ linkedin.com/in/oriana-pellegrino ◇ orianapellegrino.com
Objective
Community moderator with 7 years in online safety, currently the lead moderator for a hobby marketplace forum with 2.3 million members and about 45,000 new posts a day. Leads a team of 9 moderators that clears the report queue in a median of 38 minutes, holds a 96% decision accuracy rate on quality audits, and cut repeat policy violations 34% by rewriting the community guidelines. Believes good moderation is consistent, explained, and mostly invisible to members who follow the rules.
Education
B.A. in Communication Studies, Front Range Line University 2014 – 2018
Coursework in Online Communities, Conflict Resolution, Media Ethics, and Interpersonal Communication.
Trust and Safety Fundamentals Certificate, Trust and Safety Professional Association 2022
Policy development, content review operations, moderator wellbeing, and transparency reporting.
Skills
Moderation
Report queue triage, policy enforcement, spam and scam detection, harassment and hate speech review, appeals handling, escalation to legal and law enforcement liaison
Policy and Community
Community guideline writing, enforcement ladders, member communication, announcement drafting, volunteer moderator programmes, feedback threads
Operations and Quality
Queue metrics and service levels, quality audits, calibration sessions, shift scheduling, moderator wellbeing practices, transparency reporting
Tools & Platforms
Discourse, Zendesk, Hive Moderation, Perspective API, Google Sheets, Looker Studio, Slack, Jira, Notion
Experience
Lead Community Moderator 04/2022 – Present
Summit Crown Marketplace Denver, CO
- Lead 9 moderators covering a forum of 2.3 million members, clearing reports in a median of 38 minutes, down from 3 hours.
- Hold a 96% decision accuracy rate on weekly quality audits of 200 sampled actions across the team.
- Cut repeat policy violations 34% in 12 months by rewriting the community guidelines into 12 plain-language rules.
Community Moderator 06/2019 – 03/2022
Summit Crown Marketplace Denver, CO
- Reviewed about 350 reported posts and listings a shift with a 94% accuracy rate on quality audits.
- Flagged a coordinated scam ring of 70 accounts that had taken about $48,000 from members, leading to full removal.
- Handled about 60 member appeals a week, overturning 11% and explaining the decision on each in writing.
Customer Support Associate 08/2018 – 05/2019
Mile High Line Games Boulder, CO
- Resolved about 70 player tickets a day on accounts, billing, and abuse reports with a 92% satisfaction score.
- Volunteered 2 hours a day on the game forum report queue, which led to a moderation role offer in 2019.
- Wrote 15 help centre articles on account safety that cut related tickets by about 20% in 3 months.
Projects
Community Guidelines Rewrite. Replaced a 4,000-word rules page with 12 plain-language rules, examples for each, and a published 4-step enforcement ladder, gathered feedback from 1,100 members in a public thread, and trained the team on the new rules, which cut repeat violations 34% and appeals 22% in 12 months.
Report Queue Triage. Added severity tags and auto-routing for scams, threats, and spam in the report tool, with a 15-minute target for the highest tier, which brought the median time to action from 3 hours to 38 minutes without adding headcount.
Moderator Wellbeing Programme. Set up rotation away from graphic content queues every 90 minutes, monthly calibration and debrief sessions, and access to counselling for 9 moderators, which cut moderator turnover from 5 departures a year to 1.
Extra-Curricular Activities
- Member of a trust and safety professional association, attending 4 practitioner roundtables a year.
- Volunteer moderator for a regional hiking community forum with about 18,000 members since 2017.
- Panel speaker on volunteer moderator programmes at an online community conference in 2024.
Leadership
- Lead a team of 9 moderators across 3 shifts, covering the forum 18 hours a day, 7 days a week.
- Run weekly calibration sessions on 20 edge cases so that every moderator applies the rules the same way.
- Recruited and trained 25 volunteer community helpers who now answer about 40% of new member questions.
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