Glauber Amaro Magalhaes Email & Phone Number

Berlin, De

Berlin, Germany

Dublin, County Dublin, Ireland

◦ Conducting training and alignment of global labeling teams, ensuring launch and maintenance of content-related projects◦ Establishing product tests and localizing policies for PT-BR vendor labelers, while liaising with project POCs to coordinate with the project's objectives◦ Performing case arbitration, RCA, and live calibration sessions to gather actionable insight and improve project's health◦ Extracting data to formulate comprehensive weekly quality reports, emphasizing key metrics and evaluating performance patterns

Dublin, County Dublin, Ireland

◦ T&S Policy specialist for regions: U.K., Portugal, and Brazil. Responsible for handling content involving: Financial scam, Fake news, Impersonation, Bullying and Harassment, Child safety among other safety community standards◦ Managing global vendor moderating teams by providing training, policy guidance, constructive case arbitration, and market-specific clarifications◦ Extracting SQL data to report quality and productivity metrics, then performing root cause analysis to create actionable insights, supporting the team to reach high quality targets◦ Connecting to multiple stakeholders: moderators, policy team, market specialists and trainers, with the goal of developing efficient interpretation of internal policies

County Dublin, Ireland

◦ Coaching a Portuguese-language team of 20+ content moderators◦ Reporting Quality Analysis and Root Cause Analysis to Team Leaders, aiming at a 98% Quality target for each content moderator◦ Presenting policy updates. Escalating inefficiencies in workflows and suggesting solutions◦ Expert in social media abusive behavior, trust and safety policies, able to make real-time decisions◦ Providing real-time support to team members working on live content and safety escalations◦ Cascading policy clarifications to reps to ensure coordination in team's decision-making◦ Writing policy directions in a clear manner to be used by content moderators

County Dublin, Ireland

◦ Enforcing community standards by carefully monitoring reports of abuse◦ Identifying inefficiencies in workflows and suggesting solutions◦ Recognizing trends and patterns and escalating issues to a global team◦ Investigating and resolving reports of potentially abusive content◦ Ensuring a positive and safe user experience◦ Responding to contacts from users within agreed turnaround times and standards of quality ◦ Utilizing cultural understanding of Brazilian, Angolan and Portuguese markets in social media

County Dublin, Ireland

◦ Identified patterns and trending issues, raising and meeting a quality goal for a team of 41 people to above 98%◦ Ensured that the team delivers qualified and corrected information to Google Maps users◦ Assessed the edits completed by Local Data Quality Evaluators ensuring that the quality and internal policy standards were followed. Communicated in Brazilian Portuguese with users and business owners◦ One to one shadowed, mentored and trained new team members◦ Escalated and assigned information and issues to the most relevant department◦ Dealt effectively with difficult situations with customers, swift problem solving and strong attention to detail◦ Maintained a consistently professional manner to all customers in all situations, instilled customer confidence and resolved complicated customer issues◦ Handled highly sensitive information with absolute trust and professionalism

County Dublin, Ireland

◦ Managed inbound customer calls and emails in English and Portuguese, resolving queries from Xbox customers regarding hardware and connectivity issues◦ Escalating edge cases to the most relevant department to be dealt with appropriately◦ Customer satisfaction and feedback targets reached and exceeded on a monthly basis◦ Maintained a consistently professional manner under every type of customer enquiry◦ Handled highly sensitive information with professionalism◦ Efficiently answered and followed up on all customer inquiries via phone and email.◦ Worked with new customers to ensure all accounts are correctly initiated and required content is available for easy access◦ Attention to detail while maintaining customer database

Postgraduate Diploma In Trust, Safety And Content Moderation Management, Distinction - First Class Honors

- Cultural and Political Evolution of Social Media - Regulation and Compliance - Platform Standards and Ethics - Digital Investigations.

Diploma Legal Studies And Practice, Law

- Irish Legal System - Law of Contract - Law of Torts - Constitutional Law and Judicial Review - Civil Litigation - Criminal Law.