Eric Luna Email & Phone Number

Kirkland, Wa, Us

Gaming Online Safety Compliance Lead. Designed and implemented a robust Online Safety compliance policy program, achieving automation and scalability, activating optimized product and service safety, minimizing business risks, and driving safer customer experiences. Responsible for Gaming's Safety compliance strategy, interpreting corporate-level Online Safety requirements and generating clear, actionable tasks for product and service teams to achieve safety compliance, and owning Gaming's Safety compliance policies, processes, and best practices. Also responsible for deep collaboration with partners, ensuring project success and compliance adherence.

Gaming Service and Feature Integration PM. Partnered with teams across various organizations to determine technical, functional, and operational requirements necessary to ship features and products with enhanced safety components and experiences. Worked as a key integration connection between partner teams and the content moderation engineering team, effectively bridging the gap by driving critical collaboration efforts to align business and technical requirements and priorities. Additional responsibilities included authoring detailed specification documents, evangelizing safety principles, and impelling innovational safety designs and implementations.

Knowledge Management, Insights, and Safety Experience PM. Planned, developed, and implemented an infrastructure to support complex documentation, organization, and access management demands enabling streamlined information sharing, team operations, and access controls, ultimately activating team and business efficacy. Headed the team’s data and reporting strategy, building the foundation from the ground up with an emphasis on structure, precision, and diverse data streams to generate informative, actionable insights leveraged for critical business operations and decisions. Executed key efforts with platform partners to resolve broken safety experiences and critical customer pain points, maximizing product quality and improving customer satisfaction.

Change in vendor company. Role and responsibilities were unchanged.

Managed operations and mentored and trained moderator staff, maximizing team effectiveness and impact. Drove critical policy additions and updates, optimally positioning the team for streamlined operations and responsiveness. Led projects to innovate in pivotal gap areas, creating new capabilities and further expanding surface areas of influence. Identified repetitive, manual procedures and became an expert in SSMS resulting in the construction of automated systems, significantly improving business operations and enabling additional team capacity for other priorities.

Executed technical investigations to combat fraudulent activities and service-disrupting behaviors by researching online resources and immersing in online communities engaging in such behaviors, leveraging internal and external tools and data to draw correlations and make connections, and discovering new methods and resources to further enhance the team's problem-solving capabilities. Constant delving into the unknown, strong curiosity, and adamant resolve were key to the success of this role.

Continued Content Moderator duties held in previous position, trained new personnel, and collaborated with managers to drive improved operational procedures and clarity in ambiguous scenarios. The duration of this role was shortened to bring me back for a specialized position more swiftly.

Managed high-volume content queues and enforced moderation policies.

Computer Science

I have a deep passion for videogames and one of my dreams is to develop my own indie game. In my journey to realize this dream, I attended.

Mathematics

Completed math course prerequisites for DigiPen Institute of Technology