Steven Ly Email & Phone Number

San Francisco, Ca, Us

New York, New York, Us

-Designed and optimized workflows for the Trust and Safety team (T&S Support, DMCA and GDPR), enhancing efficiency and ensuring compliance with best practices. -Authored the inaugural training guides and documentation for Character AI Trust and Safety; conducted training sessions for team members. Assembled CAI T&S Knowledge base.-Created ad-hoc dashboards and established key data metrics, enabling informed decision-making and operational consistency.-Devised and implemented strategies focused on user retention and growth, contributing to sustained engagement and platform expansion.-Led data labeling tasks to support AI and Machine Learning models, ensuring high-quality input for accurate algorithm training.

Oakland, California, Us

-Spearheaded the implementation of Virtual Reality Training for PG&E field workers.-Orchestrated VR Live Shooter training drills, collaborating with Corporate Security and vendors.-Established KPIs for new training programs and documentation guidelines for Corporate Security operations.-Provided innovative solutions for technological and operational challenges, streamlining and overhauling existing training programs.

Mountain View, Ca, Us

-Managed outreach and identification programs with Google suppliers, conducting risk assessments.-Developed policies and procedures for identifying and addressing risks across the organization.-Implemented risk management solutions, presented risk reports to executive leadership.-Oversaw Quality and Training for new triage agents, including documentation and video creation.

San Francisco, California, Us

-Designed and operated an audit program for Gap Tech/Internal support in preparation for machine learning transition.-Led training sessions for internal teams, collaborated with offsite leadership for program launches.-Created dashboards and implemented a data-driven reporting system for upper management.-Revised technical training guides.

San Francisco, Ca, Us

-Audited services processing orders and providing products, managing over 1,000 tier 1 agents.-Led multiple programs/projects from inception to completion, decreasing vendor spending by over 50%. ($70M down to $30M.)-Monitored network connectivity, usability, and security, addressing compliance issues and vulnerabilities.-Conducted training for Quality Assurance processes.

-Owned and operated a Quality and Training program for a contractor workforce of 70+, achieving a target of 98% accuracy.-Created dashboards to monitor productivity and accuracy for individual contractors.-Provided continuous review and recommendations for process improvement, focusing on Machine Learning accuracy.-Led Spam Ops team, conducting reviews of potential security threats.

San Francisco, Ca, Us

-Processed over 500 cases per week (120% of case goal), reviewed accounts, and flagged violators for removal.-Led team to streamline and improve content labeling processes to raise team productivity.-Developed projects to enable in-depth investigations and allow for scaled action on large clusters.-Trained new team members on all tools and workflows.

Supervision and Operations Leadership:Oversaw day-to-day staff supervision, ensuring adherence to health and safety legislation.Led operations to meet customer needs, achieve revenue targets, and maintain excellent customer service.Managed recruitment, training, performance appraisals, and financial record-keeping.Digital Transformation and Brand Enhancement:Spearheaded a company-wide initiative to update and overhaul the corporate website and online store.Managed social media, advertising, and photo/publicity events for effective brand promotion.Policy and Technology Innovation:Redesigned the company employee handbook, including comprehensive revisions to all job descriptions.Orchestrated the conversion of the company into a digital enterprise, introducing cutting-edge technologies.Cost-Saving Innovations:Recognized by management for pioneering innovations in purchasing, resulting in a 35% reduction in supply costs.

Us

Melbourne, Florida, Us

Bachelor'S Degree, Art

Bfa2, 3D Animation