Luana W. Email & Phone Number

Ireland

My currently role involves:Being the Training & Quality POC for our vendor partners in EMEA:-Training the trainer.-Running sporadic shadowing sessions to ensure the training maintains its standards.-Gathering feedback from our partners and working to improve documentation.-Auditing tickets and providing feedback during calibration sessions.Working closely with our data scientist team, analysing relevant data to identify trends, potential policy gaps and opportunities to improve the performance and overall quality of the team.Creating ‘’refresher’’ training on policies that present confusion and inconsistency on action rate.Working closely with the Policy team to ensure our training materials and quality evaluations are aligned among teams.

County Dublin, Ireland

My daily tasks included:Providing user support by reviewing and investigating their reports and enforcing Reddit's content Policy.Handling internal escalations and working closely with the policy team to address grey areas and policy gaps.Handling EDRs (Emergency Disclosure Request from Law Enforcement).Auditing FTES, providing feedback and quality insights for the team.Delivering Training for FTEs.

Ireland

My responsibilities were:Working directly with users and providing scaled support to resolve their issues, identify new trends, and work with cross-functional partners to resolve issuesCommunicating insights around the abuse ecosystem to Product Management, Engineering, and other cross-functional partnersQuality checks and calibration sessions with our partners Handling high priority escalations including election integrity Gathering, analysing and utilising relevant data to develop ways to improve the overall user support experienceUsing tools like SQL, dashboards and Excel to drive efficient analytics and reporting

County Dublin, Ireland

As a Subject Matter Expert I fulfilled my previous tasks and I was also responsible for: Performing deep dive on priority escalations and complex cases, taking appropriate action following our guidelines based on LinkedIn's User Agreement/Privacy Policy. This also includes performing mass actions.Collaborating with the Legal team on Court Orders, Law Enforcement and extrajudicial data requests coming from the Brazilian market.Identifying cyber crime and fraudulent trends.Delivering training to peers in Ads Review, Claims, Language cases, internal escalation workflow. Delivering presentations on TnS and SOS overview to new-hires.Mentoring new-hires as well as delivering coaching when required.Keeping my team updated with new trends, guidelines’ changes, bugs and technical issues that may impacts our day to day routine.

Ireland

As a SOS specialist I was accountable for: Answering members’ inquiries with high quality and speed, always educating users and enlightening LinkedIn's User Agreement/Privacy Policy. Investigating members' reports and appeals as well as resolving internal and external escalations. Acknowledging spam, hacked accounts, scams, fake accounts/impersonation, and inappropriate content always taking appropriate action. Reviewing Ads: investigating fraudulent campaigns and taking action on prohibit products.Working with tools that require SQL queries (Teradata) and Excel reports with relevant data in a day-to-day base.Spotting opportunities to improve tools and process. Reaching out to the Engineering team providing suggestions and feedback.

Dublin

As a Trust & Safety specialist I was:Answering members inquiries with high quality and speed, always educating users and enlightening LinkedIn's User Agreement/Privacy Policy.Investigating members' reports and appeals as well as resolving internal and external escalations.Acknowledging spam, hacked accounts, scams, fake accounts/impersonation, inappropriate content and taking appropriate action.Working with tools such as SQL queries (Teradata) and Excel in a day-to-day bases. Spotting opportunities to improve tools and process. Reaching out to the Engineering team to provide suggestions and feedback.

Ireland

As part of the UK Trust & Safety Team I was responsible for:Proactively reviewing and investigating accounts with fraudulent behavior.Ensuring that we provide a trusted and safe site for the UK market.Handling appeals from our members as well as escalations from the other teams.Mentoring and assisting teammates when they are facing a difficult situation as well as when they have technical issues.Being part of the Beta version of eBay’s CRM system; testing the tool and reporting the issues that we face after each update.Spotting malfunctioning filters as well as suggesting improvements for higher hits.Member of the engagement committee; Sharing ideas and working on projects/activities that create engagement and motivation within the teams of the UK Trust & Safety Department.

English Language Certificate

Flight Attendant Certificate

High School, High School/Secondary Diplomas And Certificates