• Manage global content operations across six lines of business, twelve internal resources, and 200+ offshore agents• Collaborate with Workforce Management and Planning to execute successful interval forecasting and staffing to meet operational needs• Direct Real Time Management onshore and offshore to hit 100% of SLAs• Identify efficiency improvements to decrease multi-touch processes and improve customer experience• Partner with Training & Quality to report on error trends and iterate on training to improve quality

• Managed three Team Leads and 200+ outsourced agents supporting content operations across four global locations• Negotiated vendor contracts with outsourced partners, which resulted in $1M+ in annual savings• Implemented new forecasting model for review volume, automation 75% of the process and increasing accuracy against actuals by 14%• Planned and executed successful launch of new vendor program across three global sites and nine lines of business within 5 months• Spearheaded major tool changes resulting in a 50% time-savings for the Content Moderation and Integrity teams and a 75% decrease in reliance on external metrics• Instituted a new reporting system resulting in a 25% improvement in content processed within SLA• Piloted a new offshore site with teams hitting 105% of quality targets immediately following training• One of six members of a dedicated Trust & Safety team comprised of Legal, Moderation, and Fraud experts focused on researching and iterating on moderation policies for both reviews and photos

• Managed a team of six internal Community Specialists overseeing all TripAdvisor forums comprised of 70M+ posts• Overhauled Community forums moderation policy to reflect the changing travel landscape and user values and drive 100% alignment with review guidelines• Led redevelopment of job profiles for external candidates, resulting in a 90% improvement in acceptance rates and quality • Oversaw quality assurance leading to a 300% increase in content reviewed and achieving a 95% quality score

• Supervised and coached 100+ remote staff in the Philippines on all moderation issues, decreased time to quality targets by 66% • Developed and applied tools, guidelines, and process improvements for roll out and implementation of training materials • Managed remote team of 12 internal Content Specialists; increased team productivity (processing review content) by 12% • Developed a training curriculum on global moderation policies, which slashed employee onboarding time by 50%

• Increased response time and decreased number of incoming cases by analyzing customer support and moderation procedures• Managed daily operations of 10+ contracted employees and seasonal interns, doubled overall productivity• Tested new projects, reported on bugs, and collaborated with Product and Engineering to ensure smooth product rollouts

•Served as customer support contact for both users and clients. Daily tasks include mediating disputesregarding review content, identifying and resolving technical issues, and researching suspected fraud•Evaluated and processed website listing requests to ensure the new content met the company’s strict guidelines and was distributed on the website correctly•Oversaw the daily maintenance and revision of property owner’s accounts, including executing all necessary modifications to their listings•Proofread and approved the content of incoming user reviews and management responses, clarifying the company’s guidelines and providing coaching for necessary corrections

•Directly supported the Project Management team in the completion of translation projects from the initial vendor search to the final review of the documents•Conducted quality assurance of translated documents prior to client delivery•Responsible for the examination of translation data logs and creation of vendor purchase orders•Participated in weekly meetings with the Engineering department and the Production team to discuss future goals, identify and isolate potential for error, and develop long-term solutions for established problems

•Directly reporting to the Director of Finance, was responsible for meeting and greeting clients, calendar management, reception duties and general office support•Provided support to the Human Resources Director through creation and maintenance of on-boarding packets for new employees, assistance with off-site training seminar materials, and implementation of new office-wide policies•Conducted first round of candidate contacts during recruitment process, scheduled interviews and follow up visits with executives, and responsible for collection of interview feedback•Took the lead on management of the online applicant tracking system, drafted and edited new job postings, and researched and reviewed potential candidate resumes•Acted as an assistant to the Communications Specialists during times of peak activity by providing customer support to clients both over the phone and through e-mail•Worked closely with the Director of Finance in preparation of finance contracts for audit

•Reviewed and graded assignments for beginner and intermediate level Italian classes

•Acted as personal clerk and aide during depositions•Researched and prepared client and case information, aiding in the preparation of files and evidence•Responsible for drafting letters and contracts for both clients and agencies