- Review advertisements to ensure compliance with internal platform standards, industry regulations, and target audience requirements.- Collaborate with other POCs to manage, analyze, and escalate as needed the demands of premium client advertisements.- Conduct integrity checks on potential new advertisers to maintain the platform's integrity.- Maintain close communication with the sales team to resolve issues and align expectations with platform clients.

- Identify, analyze, and resolve critical security incidents, ensuring the integrity of the platform's ecosystem.- Conduct fraud checks on documentation, related accounts, and payments.- Perform user profile analysis for targeted actions.- Stakeholders management (PMO, Legal & Marketing) to address high-risk media exposure issues, enhance processes, and assist in legal request reviews.- Oversee key industry metrics including SLA, QA, AHT, and CSAT.- Provide insights for continuous process improvement utilizing Salesforce and JIRA tools.Notable Project:- Led end-to-end creation of a new Knowledge Base (KB) to streamline a crucial security demand, resulting in approval by LatAm PMO and integration across two regions: Brazil and Costa Rica.

- Resolving inquiries and providing effective solutions to end users via Twitter, Facebook and Instagram utilizing Sprinklr platform.- Crafting and adapting macros, managing dashboards, and conducting real-time analysis of service queue volume to optimize case priorization.- Delivering swift, timely and efficient responses across the specified social media channels.- Addressing critical cases, taking direct action toward resolution or escalating to the appropriate LOB, liaising with stakeholders to uphold platform integrity and reputation.

- Provide technical software support for iOS, MacOS, WatchOS and iCloud (SaaS) platforms.- Address customer technical inquiries and concerns promptly, offering effective solutions to troubleshoot and resolve issues.- Coordinate with internal engineering teams to escalate intricate technical challenges, ensuring timely and efficient issue resolution.- Maintain direct and transparent communication with users throughout the problem-solving process, managing expectations and providing updates on case progression.