Stood up moderation operations for Niantic, to support the launch of a new complex product and a high-profile feature within PokémonGo involving user generated content.Specific Responsibilities:- Onboarded and manage a specialized third party service for moderation, setting up workflows and business processes to identify policy-violating content and behavior across new surfaces and enabling them to take appropriate action- Manage escalations and responses to severe T&S issues, notably by directly managing investigators participating in these workflows- Creation of knowledge management systems and maintained the training resources moderators use to learn how to apply policy, delivered training to internal and third-party teams on enforcing Niantic policy- Consult on the development of investigative and scaled moderation systems and tools used by internal and third-party moderation teams- Collect, manage, and distribute telemetry related to operational functions like policy enforcement and agent productivity

- Define, implement, and scale policies and processes to support content moderation of artist and user generated content- Specific areas of expertise: hate speech, misinformation, extremism, impersonation, sexually explicit material- Investigate and resolve high severity escalations related to Trust & Safety issues- Collaborate cross-functionally to design and implement internal tools for content moderation- Assess and plan risk mitigation and safety strategies for new product and feature launches- Onboard and coach new teammates on policies, content moderation, escalation handling, and vendor management - Provide scalable moderation processes and policy decisions to third party content moderation teams

- Research, draft, and drive process changes for policy and safety solutions to better serve our customers.- Build relationships with key internal partners and work with those teams to implement, enforce, andcommunicate our policies in a clear, objective, and patient way.- Drive data-based decisions and implement key changes to improve policy performance over time.

- Drive shipment of new or updates to policies written by Trust & Safety by owning the training and quality of enforcement, ensuring that the policy is enforced in a way that keeps users safe.- Take part in the UserOps on-call rotation, resolving high profile escalations for the company, across all of the subject matter areas supported by Twitter Service.- Coordinate and lead the UserOps team through user acceptance testing for new internal tools and features- Provide Subject Matter Expert inputs for training material (decks, facilitator guides, knowledge bases, agent assessments) and ensure trainers on the vendor teams are equipped to deliver a high quality and consistent training experience.- Deliver regular feedback to vendors about misactioned cases and take ownership of performing RCAs for any trends that emerge.

- Drive shipment of new or updates to policies written by Trust & Safety by owning the training and quality of enforcement, ensuring that the policy is enforced in a way that keeps users safe.- Take part in the UserOps on-call rotation, resolving high profile escalations for the company, across all of the subject matter areas supported by Twitter Service.- Provide SME inputs for training material (decks, facilitator guides, knowledge bases, agent assessments) and ensure trainers on the vendor teams are equipped to deliver a high quality and consistent training experience.- Deliver regular feedback to vendors about mis-actioned cases and take ownership of performing RCAs for any trends that emerge.- Travel onsite to provide trainings for agents

At Datanyze, we view salespeople as consultants, not pests. We build products that help you find great prospects and engage them in timely, value-driven conversations. Datanyze is used by 700 companies around the world and has been recognized as both a Gartner Cool Vendor and G2Crowd High Performer. Check us out at www.datanyze.com.As a member of the Customer Success team in the role of Customer Support & Operations Manager, I: - Onboard and manage an international team- Built an entire Support workflow for bugs and user feedback - Developed and maintain a knowledge base to support 30k+ users by creating self-serve content utilizing screenshots and videos- Responsible for the setup and maintenance of all CRM and Marketing Automation integrations- Deliver solutions to customers with an under ten minute median response time

Datanyze provides an all-in-one sales intelligence platform to help businesses uncover, research and reach new prospects when the moment is right. Founded in 2012, Datanyze delivers more qualified leads, accurate lead information and increases overall sales results for companies ranging from startups to the Global 2000. As a member of the Customer Success team in the role of CSR, I: - Created a sustainable support ticket management workflow- Work directly with Product Manager to triage bugs and facilitate user feedback- Developed a knowledge base to support 400+ different accounts by creating self-serve content utilizing screenshots and videos- Run a weekly new user platform training- Operate and manage a live chat platform- Determine priority for bug fixes and platform enhancements- Manage and maintain Datanyze's support desk

- Managed a support ticket queue which involved troubleshooting, resolving client-facing issues, and completing customer requests.- Worked directly with client points of contact to implement the NewBrand software.- Curated content and updated articles on the Support Portal to improve customer experience. - Contributed to internal process improvements to decrease turnaround time.- Worked directly with high-level clients such as Hyatt, Five Guys, Darden, and BrinkerInternational, among others.

- Helped to transform Apple Store visitors into loyal Apple customers by creating energy andexcitement around Apple products.- Provided solutions and got products into customers’ hands.- Stayed abreast of product news and initiatives to prepare to apply expertise in customerinteractions.

- Hired as a consultant and promoted to a Director role within two months of start date.- Developed and executed communications strategy for five cities (New York, Boston, Washington,DC, Baltimore, Key Largo) across all platforms.- Helped to execute a fundraising strategy which brought in over a million dollars in its first twoyears.

- Hired as the fourth employee at the company. Tasked with the development and execution of a brand new social media and content marketing strategy in order to better position the company in the non-profit industry. - Created a company blog, and within nine months published over 90 original content pieces. During that time I significantly grew readership, quadrupling page views compared to the six months prior to my hiring. Original content has been re-circulated and featured in leading non-profit publications like Blackbaud’s NPengage and NonprofitHub. - Launched an official company twitter account, quickly growing a follower base to over 300 of the industry’s most influential thought leaders. - Over a dozen non-profits began utilizing the company’s technology as a direct result of my content marketing and social media strategy.- Fully supported all users, providing fundraising advice as well as technical support to help resolve any issues encountered on the platform. Several users responded positively to my support, noting "We're very glad to know your customer support is so responsive."

Responsible for day-to-day management of social media profiles.Tasked with responding to customer inquiries across all platforms.Founder of the "Freshly Pressed" company music playlist.Additional duties include but are not limited to: the coverage of community events around our Seattle locations, the curation of the Uptown Espresso blog, and daily marketing of our products.

Tasked with coordinating and implementing event logistics for the JMA and its reception spaces.Served as liaison between the client and the JMA event planner to communicate event information.Responsible for ensuring the client’s overall satisfaction and success of their event while upholding the reputation of The George Washington University.Additional duties included but were not limited to: greeting and ushering guests, overseeing event set-ups, preparing event spaces and communicating event support needs with the housekeeping staff.

Responsible for quality checking content produced by the department for publication among multiple media outlets.Tasked with assembling research for interviews with musical artists.Served as the curator of the department’s social media platforms and provided a strong contribution to the distribution of the department’s content.

Assisted with daily office operations including but not limited to: greeting guests, answering phones and distributing facsimile correspondence.Often called upon to compose news releases related to the University.Tasked with assembling newspaper clips that featured the University for University officials.

I mostly ran the cash register and assisted fellow employees whenever it was necessary to do so.