* Managed three direct reports and oversaw an internal team of seven specialists and an external team of 43 agents. * Devised a comprehensive plan to transition the appeals workstream from Support to a consolidated M&A program, including training and documentation of processing guidance and policies. * Created a plan to scale the Moderation & Appeals program to more evenly distribute workload and increase opportunities for professional development and career advancement. * Initiated a restructuring project to streamline routing and tagging in ZenDesk, including a macro audit which identified redundancies and inefficiencies.* Developed a backlog strategy to resolve an inherited accumulation of appeals inquiries.

* Investigated and resolved complex trust, safety, and legal issues across a global community of over 50 million members; including GDPR and data privacy compliance, subpoenas/search warrants, disturbing content, and fraud.* Contributed to policy development and lead company-wide presentations to share updated policies and report on current fraud trends.* Collaborated with Product, Engineering, and Marketing teams regarding products, tools, and public engagement projects to help navigate product risks and mitigate potential abuse. * Oversaw the operation of Sift, a fraud prevention software, including researching and building proactive and reactive workflows, reporting on metrics and ROI, training, and work with Engineering to road map integration of new features.* Developed and oversaw the implementation of scalable content moderation utilizing Sift. Developed a proactive content scanning strategy and secured additional resources during periods of heightened need. * Curated training programs and procedural documentation. Led weekly trainings for new and existing team members in response to trends and quality assessments.* Led an initiative with Engineering and executive leadership to integrate 2FA and notification products that decreased account block rate to nearly zero and subsequent email volume by a half, while doubling the size of our platform security net.

* Provided clear, patient, and compassionate support for Meetup members and organizers for a variety of questions and issues via ZenDesk.* Resolved 400+ monthly customer inquiries via email, and 200+ monthly social media inquiries, consistently exceeding expectations and maintaining a Quality Assurance score of 96 %. * Pioneered the development of a social media support strategy and managed a Social Media Support team of 7 Specialists, including training and establishing QA standards.* Primary point of contact for proactive social media messaging during unexpected outages or emerging defects in collaboration with Engineering departments and Product Support Specialists.

Freelance food/prop/craft and whatever-you-need stylist. I'm great at adapting to individual needs and love coming up with creative solutions. Whether you need someone to make something specific or are looking for a crafty gal who can put an artistic spin on a project, you've found the right jack for your trade.

* Primary account liaison to the Metropolitan Museum of Art "Travel with The Met" representatives regarding process improvements, enrollment, and tour materials. * Served as the principal point of contact for individual travelers, curators, and Museum executives, coordinating arrangements on high-end domestic and international programs for 300 travelers per year; including invoicing, data entry, mailings, insurance, visa applications, and flight plans.* Managed 1-4 program departures per month with 15-25 travelers per land program, and up to 100 travelers for cruises, while working collaboratively with internal staff and across departments to organize logistics for each program and traveler.

The Bookshelf Museum is located in the top half of the middle bookshelf in the living room of Founder and Director Alison Stauver. This extraordinary exhibition space provides eager young curators with the opportunity to create their own thematic shows. Curators for The Bookshelf Museum are charged with the task of creating a new and innovative exhibition within the confines of a small and unusual space.• As Director,I work with curators to develop and install exhibitions with diverse subjects• Exhibition History:Post-Painterly Art of the System March – April 2011Wish You Were Here: A Collection of Vintage Postcards May 2011What Is Said About Us? The Civil War Letters of Captain Johannes LeFevre June 2011Visual Fragrance: Watercolor Representations of Perfume.............................TBD

-Helped create website and maintained www.AnnMcGovern.com-Catalogued and maintained collection of original children’s books and book illustrations.-Assembled and submitted works for publication, produced and edited galley proofs, created original cover art for publications.-Bookkeeping; Managed personal finances; proficient in Quicken.- Organized and maintained personal and business calendars and schedules.-Made arrangements for international and domestic school visits. -Made arrangements for international and domestic travel.

• Interned with the Education, Curatorial, and Development Departments.• Co-curated ‘Scape Escape, an exhibition of children’s art in street-visible display in the museum' atrium; Developed didactic wall text; Created labels, press materials, mass mailings and signage.• Contributed to the production of docent guides, developed and led thematic group and spotlight tours to a wide range of audiences for exhibitions: On Eagles’ Wings: The King James Bible Turns 400; Passion In Venice: Crivelli to Tintoretto and Veronese• Developed and led thematic tours to a wide range of audiences for exhibitions: Walls Speak: The Narrative Art of Hildreth Meière; The Adoration of the Magi by Bartolo Di Fredi; Passion In Venice: Crivelli to Tintoretto and Veronese• Assisted with education workshops on bookmaking; Selected, edited, framed and installed photographs from Education workshops on Workshops @MOBIA wall in atrium.• Provided curatorial research assistance and produced the Laconic Lexicon, a compilation of common phrases from the King James Bible