SHONTERRA SMITH
Madison
Summary
Content Moderation and Safety specialist for one of the largest social media platforms currently. Diligently working closely with ERT, CSAM and ANSA material that violates the companies policies and guidelines. Adaptable to the fast paced, constantly changing work environment to stay in regulation with company obligations.
Overview
7
7
years of professional experience
2017
2017
years of post-secondary education
Work History
Minor Content Safety Specialist
Tiktok
Nashville
2021.11 - 2025.06
- Moderated different workflows of queues including user Livestreams, Direct messages, and Minor accounts for violations of community guidelines.
- Removed offensive comments, user videos, user livestreams, and underage accounts that violated TikTok community guidelines.
- Cross-trained with different teams in the company to update and modify current policies and community guidelines to remain up to date with current events and trends.
- Worked with leadership of the TikTok Trust & Safety Team from the California headquarters to provide insight and updates to our Adult Nudity and Sexual Activity and Child Sexual Abuse Material policies.
- Worked diligently and directly with user ANSA/CSAM material and Minor livestreams and direct messaging for violations of community guidelines.
- Worked directly with the Crisis and Emergency Management Operations team to remove violative trending words searches/hashtags/and videos from the algorithm on the backend.
- Trained new hire moderators on current policies and guidelines.
Customer Service Representative
GoPuff
Nashville
2020.05 - 2021.10
- Delivered prompt, empathetic support to customers via phone and email, resolving inquiries and complaints with a high satisfaction rate
- Collaborated with fulfillment centers to ensure smooth order processing and timely delivery across multiple markets
- Navigated multiple systems and tools to troubleshoot issues and provide real-time solutions
- Resolved customer complaints efficiently, ensuring satisfaction and retention.
- Maintained brand voice in all communications—friendly, clear, and customer-first
- Adapted to high-volume, fast-paced environment while consistently meeting performance metrics
Customer Service
Spots pet supply
Nashville
2019.07 - 2020.03
- Assist and help customers, greet my clients and check in/out their pets
- Assisted customers with a warm and professional attitude, kept records of customer complaints, booked appointments.
- Performed minor medical procedures such as gland expression and flea treatments.
- Ensured safety of animals at all times by following established safety protocols.
Back of House Team Member
Meridian Street Cafe
Nashville
2018.05 - 2019.07
- Cook and prep food, open and close, accepting delivery orders, stocking.
- Inspected kitchen equipment regularly for functionality and cleanliness.
- Managed inventory levels of ingredients and supplies necessary for daily operations.
- Adhered to food safety standards when storing and preparing foods.
Education
Exercise science -
Middle Tennessee State University
Murfreesboro, TNHigh school or equivalent in Science -
Martin Luther King Jr. High School
Nashville, TNSkills
- content moderation
- excel/microsoft office
- Project Coordination
- Analytical Skills
- File and Records Management
- customer service
- Effective communication
- Customer satisfaction
- Detail orientation
- Time management
- Policy Enforcement
Timeline
Minor Content Safety Specialist
Tiktok
2021.11 - 2025.06
Customer Service Representative
GoPuff
2020.05 - 2021.10
Customer Service
Spots pet supply
2019.07 - 2020.03
Back of House Team Member
Meridian Street Cafe
2018.05 - 2019.07
Exercise science -
Middle Tennessee State University
High school or equivalent in Science -
Martin Luther King Jr. High School