Aileen A. Email & Phone Number

Hi, I’m Ai. I’m a Trust & Safety Specialist and a long-time Customer Service wizard. I have 8 wonderful years of work experience in Policy Enforcement Operations in one of the largest online-freelancing marketplace. I will build and protect the reputation of your marketplace platform as a fair, safe and amazing place to do business; So while your users are converging, your business keeps on growing.WHERE I’M GOOD AT: - Trust and Safety- Marketplace Quality Assurance- Scam and Fraud Prevention- Policies and Procedures- Operations and Performance- Customer SupportHOW I’VE HELPED AND ADDED VALUE:- Looked after a Team that moderates the Safety and Quality of the Marketplace- Empowered Team Members to evaluate issues freely and resolve them quickly - Ensured Marketplace Users comply with existing User Agreement and Terms of Service- Detect Policy Violations and managed them accordingly - Probed and scrutinized risky fraudulent patterns to address root cause- Collaborated in creating internal process to deal with multiple or fake user accounts - Trained and Mentored New Hires in Policy Enforcement and Marketplace Quality- Updated shared reference Knowledge Base for Team Members to rely on- Inspired Team Members by providing incentives to compliment excellent work- Devised a reliable weekly shift schedule for Team Members - Managed vacation/emergency/sick leave/time off approvals to ensure steady staffing - Maintained routine reports for analytics and process refinement