- Acted as an OnCall for multiple platform issues, achieving high satisfaction rates, accurate escalation triaging and ensuring timely resolutions.- Enhanced technical troubleshooting by developing effective solutions in collaboration with Engineering teams.- Contributed to team growth through training initiatives and user feedback, driving continuous improvement.- Maintained a high user satisfaction rate by conducting thorough follow-ups and resolving escalated issues.- Optimized platform performance using insights from user interactions to collaborate on product enhancements.

- Led key Trust and Safety workflow projects, ensuring alignment with standards and mitigating risks.- Streamlined operations by facilitating efficient meetings with Stakeholders and providing actionable insights for improvement.- Liaised with cross-functional teams to ensure effective communication and collaboration on complex issues.- Mentored a team of analysts, enhancing policy interpretation and resolution techniques.- Implemented quality assurance processes, auditing user cases to ensure SLA adherence and boost efficiency.

- Resolved numerous platform requests daily, ensuring compliance with content policies and accurate triaged escalations.- Collaborated globally to develop and implement effective solutions and preventive measures.- Provided professional triage assistance, maintaining consistent communication with users.- Conducted data labeling for flagged content, identifying trends and supporting automation efforts.

- Reviewed and labeled digital content daily, ensuring adherence to community guidelines.- Proactively flagged content and reduced ticket volume through trend identification and collaboration.

- Provided exceptional customer service by greeting guests, assisting with product inquiries, sharing ongoing promotions and creating a friendly checkout experience.- De-escalated negative situations effectively to ensure a positive shopping experience and recover customer satisfaction.

- Delivered high-quality service by preparing beverages and engaging with customers to ensure a pleasant experience.- Managed daily operations efficiently in a fast-paced environment, maintaining product knowledge and upholding cleanliness standards.

- Handled transactions accurately and efficiently while providing knowledgeable assistance to customers on product selections.- Created a welcoming environment by building rapport with customers and addressing their needs effectively.