Melinda H. Email & Phone Number

Netherlands

Amsterdam, North Holland, Netherlands

Amsterdam, North Holland, Netherlands

Answering high volume of user submitted reports focusing on escalations from vendors as well as CSAM, NCP, and other child harm content as well as a wide variety of escalated harm types such as Doxxing, Threats of Violence, and Self HarmQuality Assurance for outsourcing vendors such as TaskUs and TeleperformanceUsing off platform sources to locate and remove child harm content from Discord as well as identify patterns for proactive removal.

San Francisco Bay Area / Amsterdam Netherlands

Managing a team of high performing Individual Contributors working in child endangerment, counter extremism, threats of violence, and self harm spacesCoaching reports to utilize trauma-informed resiliency practices while mentoring them in areas of personal and professional growth Liaison with The Workplace Wellness Project, structuring and coordinating resilience and counseling needs for a team of 75+ ICs as well as 15+ members of managementManaging the Quality… Show more Managing a team of high performing Individual Contributors working in child endangerment, counter extremism, threats of violence, and self harm spacesCoaching reports to utilize trauma-informed resiliency practices while mentoring them in areas of personal and professional growth Liaison with The Workplace Wellness Project, structuring and coordinating resilience and counseling needs for a team of 75+ ICs as well as 15+ members of managementManaging the Quality Assurance programTraining and Onboarding new team and department members Conducting interviews for both Trust and Safety as well as for other departments within DiscordEmergency on call for law enforcement and government officials with exigent requestsCreating and managing team culture events such as online and in-person team events during and after COVID lockdownCoordinating and assisting in the opening of international offices Onboarding, training, and integrating new hires in Europe with US teamsWorking with and in spaces of high-harm content including CSAM, Extremism, hate speech, threats of self-harm, and other intense content Show less

San Francisco Bay Area

Answering a high volume of user-submitted reports involving high-harm contentProvided feedback and participated in high-level discussions regarding policies that impacted the platforms over 150 million users. Coached and mentored peers in a fast-paced startup environment Assisted with proactive content squads to remove harmful actors quickly

Emeryville, California

Forum & In Game Chat Management• Maintaining a constant, daily presence in discussion forums to document and escalate issues to the Community Team and across departments where appropriate.• Collecting feedback and generate sentiment reports for Production, Marketing, and the Developer studios.• Closely manage and address toxic player behaviors (Community Forum & In Game Chat) to avoid driving away long term and new players while promoting a welcoming and safe gaming experience.•… Show more Forum & In Game Chat Management• Maintaining a constant, daily presence in discussion forums to document and escalate issues to the Community Team and across departments where appropriate.• Collecting feedback and generate sentiment reports for Production, Marketing, and the Developer studios.• Closely manage and address toxic player behaviors (Community Forum & In Game Chat) to avoid driving away long term and new players while promoting a welcoming and safe gaming experience.• Maintaining awareness of user-generated content and escalates to appropriate teams for promotion through official channels.• Ensuring that the customer experience on the forum is positive and fulfilling through consistent moderation, player mediation, and individual, personalized interactions.• Locating customer pain points and specific poor customer experiences; employs creative problem-solving skills in order to create happy customers who gladly evangelize our products.• Remaining educated regarding other top gaming communities, looking for best practices and ways to improve player experiencePlayer Interaction Quality Assurance• Participating in design of ticket monitoring formats and quality standards. • Using quality monitoring data management system to compile and track performance at team and individual level. • Coordinates and facilitates case ticket QA calibration sessions for WGA CSRs staff (Emeryville, Manila and Sao Paolo). • Preparing and analyzing internal and external quality reports for management staff review. • Working with CS leadership and support partners on employee coaching, training and development to enhance or correct the behaviors that lead to excellent customer service. Show less

Emeryville, California

• Coaching and mentoring employees, understanding their motivations and helping them to achieve their goals• Working independently and bring creative solutions to difficult problems• Workforce/resource planning and forecasting• Working knowledge of common contact center concepts: SLAs, CSAT, NPS• Effectively communicate cross-functionally within all levels of the organization• CRM Experience• Actively enhancing the customer experience• Familiarity with… Show more • Coaching and mentoring employees, understanding their motivations and helping them to achieve their goals• Working independently and bring creative solutions to difficult problems• Workforce/resource planning and forecasting• Working knowledge of common contact center concepts: SLAs, CSAT, NPS• Effectively communicate cross-functionally within all levels of the organization• CRM Experience• Actively enhancing the customer experience• Familiarity with performance management• Experience with CRM analytics, reporting, dashboards and root cause analysis Show less

Emeryville Ca

Responsible for first line customer support for a high volume of customer support questions of all types via our in-house ticketing system in a professional and efficient manner.Proficiency with all internal tools, software, processes and policies.Contributing to the overall progress and goals of the department.

San Leandro, Ca

Phone support that included both taking orders and following up on existing orders. Managing customer complaints and issues proactively. Purchasing products as well as following up on orders and incoming deliviries. Coordinating customer orders with the incoming stock.