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.

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.
• 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.

• 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.

• 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.

• 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.

Dublin, County Dublin, Ireland

Dublin, County Dublin, Ireland

Ireland

Fernandina Beach, Florida, United States

Seoul, South Korea