Minsun Lee Email & Phone Number

As the Gen AI Team Lead, I spearheaded the development and implementation of cutting-edge generative AI solutions, driving innovation and efficiency across various projects. My key responsibilities included:- Leadership & Management: Led a diverse team of AI researchers, data scientists, and engineers, fostering a collaborative and high-performance work environment.- Project Oversight: Managed end-to-end project lifecycles, from ideation and prototyping to deployment and maintenance, ensuring timely delivery and alignment with business objectives.- Technical Expertise: Applied advanced machine learning techniques and deep learning models to develop state-of-the-art generative AI applications, enhancing product capabilities and user experiences.- Strategic Planning: Collaborated with cross-functional teams to define AI strategies, set goals, and prioritize initiatives, aligning AI projects with the company's vision and market needs.- Innovation & Research: Conducted extensive research on emerging AI technologies and trends, integrating the latest advancements into our solutions to maintain a competitive edge.- Stakeholder Engagement: Engaged with key stakeholders, including clients, executives, and partners, to communicate project progress, gather feedback, and ensure satisfaction.- Mentorship & Development: Mentored team members, providing guidance and support to foster their professional growth and development in the AI field.

Dublin, County Dublin, Ireland

Manage a team of 14 Community Operation Analysts to drive the development of Community standards for our client. This leadership role entails overseeing daily operations for 2 projects, including service delivery, strategic planning, workflow analysis, forecasting, training scheduling, and providing team support.• Worked with Global Trust & Safety partners to provide detailed analysis on specific cases and respond to time-sensitive global safety-related escalations and sensitive content.• Provided insights and analysis on team performance, addressing tasks or bugs that affected productivity and delivery.• Generated weekly and monthly reports, reporting progress to clients and managers.• Fostered team community and morale through effective people management, approachability, and communication skills.• Spearheaded individual and team upskilling, progression planning, and career development.• Created team goals, aligned with direct reports, and worked on strategies for executing, measuring progress, and showcasing results.• Achievements: • Won the Best Performance Project - April 2023. • Won Project of the Year 2021. • Voted TL Performance Guru by Operation Managers in March 2023 & January 2022. • Voted TL of the Month in November 2022 and June 2022. • Upskilled two analysts, who were promoted to QA and Policy SME in the company.

As a Policy Subject Matter Expert at Covalen @Meta, I led an EMEA Trust & Safety team to ensure quality, workflow, and new hire ramp-up across multiple countries. • Coordinated and launched new policies while planning meetings for effective implementation.• Served as the primary Point of Contact (POC) for the Child Safety (CEI) policy as the first Policy SME.• Conducted Root Cause Analysis provided by QA to identify gaps in Trust & Safety policies and operational guidelines.• Implemented weekly Action Plans to address Policy-related issues.• Collaborated with the Training Team to improve training materials for new hires.• Organized regular refresher sessions to keep the team updated with new flows and policies.• Achievements: • Upskilled 1 analyst to be promoted to Policy SME

• Collaborate with QA for the team’s quality, proposing an improvement.• Conduct quality and standards audits for Trust & Safety reviews.• Recognize market-specific trends and patterns and escalate to the direct manager or client.• Ensuring the safety of the platform by detection, moderation, and enforcement against violations of the policy. Including legal and regulatory requirements. • Identify and suggest solutions for business improvement.• Interpret and enforce client’s content policies.• Reviewing reported content within agreed SLA and standards of quality.• Actively enforce Terms of Use per policy by monitoring reports of abuse on the site and analyzing trends and patterns.• Identify inefficiencies in workflows and suggest solutions for business improvement.• Communicating policy-related issues and working closely with Team Lead and Anchor Mentor.• Working on live-streaming safety issues.• Supporting peers with daily tasks as Coach backup for different markets.

As a global B2B technical support specialist for Apple, I ensured timely customer response delivery for a team of Apple APAC. • Identified issue trends and proactively escalated them to management, collaborating with trainers to onboard new hires.• Effectively communicated with business partners through various channels including email, phone, and live chat while scheduling technicians and ordering technical parts.• Ensured the team consistently achieved targets and goals by acting as a reliable team player.• Generated daily APAC reports and global quality audit call reports for management support.• Improved efficiencies within the reporting structure, enhancing automation and assigning daily workloads based on SLA.• Regularly reviewed the team's call quality and reported to management to improve performance.

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Ireland

Fernandina Beach, Florida, United States

Seoul, South Korea