Christian Magbanua Email & Phone Number

Redwood City, Ca

- Manage a rolling queue of 250 orders across a 6-step fraud investigation process through Excel- Investigate potential return fraud cross-functionally with Fraud and Chargeback teams - Decreased authenticity verification returns by 20% by creating brand guides and training material for luxury brands Christian Louboutin, Burberry, MCM, Nike Jordan 1’s- Achieved 400% increase in authenticity verification output through training and increasing authentication team from 2 to 10 members- Respond to user inquiries in a timely manner with thorough and accurate detail through Salesforce- Verify product authenticity of 150 weekly Canadian orders via Slack

San Francisco, California

- Reviewed a weekly average of 600+ invalid user reviews for businesses that were targeted by users due to media coverage- Resolve 160-200 cases daily of photographic and written content through Salesforce- Flag potential targeted attacks of business accounts to regional account managers - Collaborated with team to improve existing guideline and policy user response templates- Ensure site and app integrity by overseeing that content guidelines are adhered to by users

San Francisco Bay Area

- Spearheaded DMCA response project addressing concerns for key clients such as HBO, NFL, and NBA- Improved DMCA response rate by 250% by streamlining process flow- Reduced DMCA process time from 5 minutes to 2 minutes through internal tool improvements by collaborating with internal tools software engineer team- Trained 22 agents in US and Philippines on DMCA, increasing team size from 2 to 22 agents- Terminated daily avg. 700-1000 Periscope broadcasts illegally streaming sports and tv programs- Managed DMCA reports for Twitter, Periscope, and Vine to deter copyright infringement- Supervised a team of 11 agents during weekend operations with average 2400 daily tickets- Investigated 150 cases daily for abuse using Salesforce, removing policy-violating content- Logged trends and data while monitoring “@support” mentions from users experiencing problems- Provided user support for impersonation, log-in, harassment, and hacking issues

Bachelor Of Communication, Communication And Media Studies

Education record