Odin Torres-Kerrigan, Mass Email and Phone Number

• CKMPO Program Manager and Strategist for Atrium as part of an Airbnb-wide cross-functional core working group. Strategize, plan, project timelines, manage risk, make decisions of knowledge integration for the Atrium suite of products, and ensure strategic alignment with CKMPO and CSP leadership.• Seamless high paced cross-functional collaboration with Airbnb team including: BizTech, PMO, DPO, Shared Services, Engineering, Product, Workforce Optimization, CX in Motion, Delivery.• Led a project team of writers that integrated 116 new and enhanced product capabilities and features across four knowledge bases. Coached my team to use Agile methodology and nimble ways of working.• Strategized the successful build and launch of Chinese, Japanese, and Korean content translations for the APAC region where 1,171 articles were translated into CJK languages.• Audited CS Knowledge Bases and worked with Global Operational teams to identify opportunities for simplification and streamlining that resulted in a content reduction of 27% and increased user sentiment.• Contributed to Atrium stabilization problem-solving and decision making within six different pods and actioned resolution strategies with business process improvement.

• Project manager from concept to launch of the Social Media Knowledge Base (SMKB). Created a dedicated new SMKB that exceeded the promised deliverables (e.g. 67.5% reduction of taxonomy structure, 52% reduction of live articles, and 120 articles merged into a single-sources of truth). Managed a project team of two Knowledge writers and two BPI analysts.• CKMPO Lead for the Intelligent Resolutions project pilot as part of the Integrated Knowledge working group.• Developed content that integrated application programming interface (API) into automated user responses that reduced CS contacts by .33% and increased first contact resolutions by 19%, that yielded an annual cost saving of $1.23 million.• Collaborated with the Staff Knowledge team to resolve issues with code-heavy articles that were becoming inaccessible in Confluence.• Pilot lead for Shelf.io content management system. Developed and integrated Air Care content into Shelf.io for analytics and the development of the AI model.• Contributed to the CKMPO style guide revamp and mentored the lead of the revamp to ensure alignment with Airbnb’s writing guidelines and the UX writing style guide.• Collaborated in the development of the SMKB Metrics Dashboard with the Product Team that contain specific metrics and analytics for Social Media leadership teams.• Developed and later revamped the KM Editor and KM Quality Program training packages as the Lead KM Trainer resulting in the training of 15 Editors, two Managers, one Strategist, and one Quality contractor.

• Provided Safety specialists with coaching on emergency de-escalation techniques, case management, case handling best practices, workflow processes, and time management best practices in order improve their quality scores and productivity levels.• Community Policy Team (CPT) subject matter expert (SME) for reviewing and revamping numerous Trust and Safety (TNS) policies (e.g. violent threats, sexual assault, domestic violence, and weapons reported).• Reviewed sensitive and complicated cases of cross-regional Safety specialists for proper case management, investigative findings and action mapping verification. 75% of cases reviewed yielded findings that resulted in the reversal of original case manager decisions or actions.• Content Writing Team SME for sexual assault workflow and macros that addressed and removed ambiguities, standardized case management and streamlined communication processes.• Motivated and diligent in contributing to the team. Provided guidance and collaboration efforts when sought out by other Safety and Claims agents, as well as other cross-functional specialties, for case consults and case management best practices.• Evaluated private feedback models for negative reviews and Resolution Centre prediction analysis tools to create a new model that decreased volume of cases to internal and partner CS Safety and Claims teams.• Collaborated with CS and Trust support teams to develop and enhance internal policies and tools.• Case manager for Community Response Team’s (CRT) Personal Safety and Property Security user issues involving personal harm, crimes, trauma, brand risk and complex damages. Successfully maintain top levels of quality evaluations and score cards, resulting from comprehensively documenting investigations.

• Single point of contact as the EMEA regional program manager for wellness and well-being services for teams working sensitive cases and those exposed to sensitive materials.• Organized and coordinated wellness services, on-site counselling and training events.• Involved in the Wellness Services off-site team collaborating on the one to five-year revamp of the Safety service’s wellness service care, wellness program, and the Safety service tier.• Gathered data sets to assess the program’s effectiveness, resources usage, and suggested changes that positively impact team readiness and well-being.• Collaborated with the Global Wellness Project Manager to progress the wellness initiatives in EMEA.• Advocated to incorporate and provide wellness services to Disaster Response Team personnel in EMEA who were not able to avail of their wellness resources due to them being centralized in San Francisco.• Facilitated office hours to EMEA personnel for one-on-one guidance on program and usage blockers.

• Redesigned and restructured internal Confluence knowledge platforms with a focus on Safety workflows and content. Refined complex concepts and processes into clearly expressed instructional steps.• Assessed and wrote knowledge content to include workflows and guideline documentation.• Strategized the alignment of content to Airbnb’s and KM’s content standards, stylesheets, Ticket Topic taxonomy, and our new service model.• Wrote knowledge content for Change Requests and regularly collaborated with cross-functional partners—CS Global Operations, Change Management, Shared Services, Product, Community Policy, and Partner teams.

• Program Manager and Victim Advocate Coordinator for victim advocacy services within the National Capitol Region and Military District of Washington. Trained over 3,700 personnel within NCR, Pentagon, and Army executives on SHARP, advocacy, trauma informed investigations, LGBTQI victimology, neurobiology of trauma, and train-the-trainer.• Served on four community action boards/councils against sexual harassment, sexual assault, sex trafficking and Lesbian, Gay, Bisexual, Transgender, Queer and Intersexed (LGBTQI) discrimination.• Collaboratively worked to research, develop, strategize and implement policies and standard operating procedures for local, regional and federal jurisdictional agencies in dealing with sexual harassment, sexual assault, sex trafficking and LGBTQI discrimination and victim advocacy.• Reviewed, researched and revamped written policies of varying echelons to ensure adherence to the Equal Opportunity and SHARP Program laws and regulations.• Collaborated with external organizations, local governments and other non-governmental entities in addressing policies and procedures relating to human trafficking and sex/child exploitation.• Contributed to interagency policy development and research for sex crimes involving various executive stakeholders within the Department of Defense (DOD), Department of Justice (DOJ) and various other governmental and private organizations.• Led, supervised and offered direct support to 67 Victim Advocates in the National Capital Region to ensure all procedures, laws and regulations were adhered to and that communication and service standards were met. • Co-chaired seven Sexual Assault Review Boards ensuring Military Commanders, Criminal Investigators, Prosecutors, Chaplains and medical professionals were adequately advised on appropriate case information and directing appropriate stakeholders on actions needed.• Co-founder of the Joint Base Myer-Henderson Hall SHARP Resource Center.

• Assessed violent sex crimes and child abuse cases. Strategized and implemented a plan for assistance.• Reviewed, researched, and revamped written policies of varying military echelons to ensure adherence to the Equal Opportunity and SHARP Program laws and regulations.• Conducted safety planning and initiated the notification process with agencies such as law enforcement, safe shelters and command to ensure safety and well-being for the victim, alleged offender, affected family members and the community.• Served as a liaison to the DOD Safe Helpline and Rape, Abuse & Incest National Network (RAINN) representing the regional SHARP Program.• Provided victims of sexual assault trauma intervention and non-clinical counseling from initial contact. • Assessed the urgency of cases and developed a plan for assistance. Developed and implemented an appropriate plan of action in crisis situations.• Assisted in the development of installation policy and standard operating procedures for Fort Meade and tenant units. Established comprehensive policy that reinforced a culture of sexual harassment and sexual assault prevention, response and accountability. • Trained, managed and coordinated a team of seven Victim Advocates to ensure all procedures, documentation and proper communications techniques used exceeded standards.• Accompanied victims and provided support in securing medical treatment for injuries; safe shelter; protective orders; court hearings; support before, during and after trials; appointments; educational services; transportation; financial services; follow-up assistance.

• Re-conceptualized, revamped, implemented and re-integrated the Army Language Mentor Program.• Served as the language point of contact for researching and summarizing complex arguments, viewpoint, data and other existing statutes, and presented this information in clear and concise written form.• Evaluated eight language training programs to identify gaps in training and implemented changes to resolve systematic and training issues.• In charge of researching, revamping and operationalizing Language Program policy and operating procedures for the largest Department of the Army and National Security Agency linguist organization.• Performed statistical analysis of language scores, linguist training received, and testing results in order to pinpoint individual training needs which yielded 32 subpar linguists becoming proficient in accordance with regulations.• Re-conceptualized, implemented and integrated the Army Language Mentor Program.• Managed budgeting projections, allocation and spending of language training funds in excess of $250,000 in order for personnel to receive annual language training remediation or enhancement for career progression.• Individually responsible for fiscal planning, budgeting and forecasting of yearly language requirements vice funds available to identify the most beneficial programs in regards to cost and test score increases.• Investigated Foreign Language Proficiency Bonus (FLPB) records of all personnel, which led to discovering and rectifying over 50 discrepancies that neither the personnel nor their senior leadership were aware of involving $75,000 of FLPB entitlements.• Provided simultaneous language interpretation for intelligence community entities for high value targets and communiqués.

• Led, coached, trained, mentored, and provided career progression counselling to 149 new personnel with little oversight and zero transition time with previous unit supervisor, which resulted in one personnel achieving the Commandant’s Award and 17 earning the Army Achievement Medals for Excellence.• Managed, supervised, and accountable for 350 personnel while simultaneously handling their administrative requests and requirements.• Performed command investigations of sexual harassment that ensured personnel were kept safe from the perpetrators and expeditiously processed paperwork to remove the accused from military service once complaints were found valid.• First Responder to an organization of nearly 2,000 personnel as Applied Suicide Intervention Skills Training (ASIST) resulting in the diffusion of seven suicidal ideations.• ASIST responder liaison to Sexual Assault Prevention and Response (SAPR) Victim Advocates.• Provided information and counseling on Family, Morale, Welfare, and Readiness services and debt counseling plus referrals to the Army Substance Abuse Program services.

• Researched, developed, and wrote internal NDT operational strategies, policies, and safety guidelines.• Collaborated, researched, and assisted in the development of joint operational policies amongst NDT, Department of Energy (DOE), and Defense Threat Reduction Agency (DTRA).• Advisor to the NDT Chief—informed on the effects of hazardous agents and toxic industrial materials associated with the nuclear fuel-cycle processes and the development of nuclear weapons.• Collected and analyzed intelligence to strategize on the exploitation of targets.• Point of contact for augmented nuclear disablement training, research and operational planning of nuclear disablement operations amongst various intra-agency stakeholder for missions and operational goals.• Conducted numerous full-site surveys, nuclear non-proliferation missions and nuclear forensics in order to determine origin and construction signature of nuclear materials.• First NDT Areal Mission Chief to command the operation of the Department of Defense’s (DOD) Area Radiological Mounted Detection Systems; went on to successfully command and complete 11 more flight missions with authority and confidence.• Planned and executed Characterization Team operations to standard ensuring 100% mission success.• Maintained strict accountability of all the Characterization Team’s equipment valued in excess of $15 million during two consecutive team validation exercises and Joint services exercises.

• Assisted Commanders and Sergeants Major in researching and addressing well-being, morale, and discrimination issues of single and unaccompanied military members by advocating for personnel that couldn’t speak on their own behalf.• Researched, developed, and wrote CBRN policies that adhered to international CBRN operations.• Conducted periodic on-site reviews of regional CBRN programs in military units, analyzed the results, made sound recommendations on solutions, and coached units on their integration. Developed corrective action plans and standard operating procedures and strategies to streamline work efficiency and resources.• Organized and trained six new reconnaissance, detection, and decontamination teams.• Led the reorganization of Army chemical response warehouses and revamped the CBRN programs for three units to ensure the use of resources were optimized and maintained proper accountability.• Trained over 40 deployed Air Force personnel in industrial chemical protection and Joint Warning and Reporting Network for their mission readiness and tactical preparedness.• Led the planning of twelve community service events in local communities while in the continental U.S. and in deployed locations to include Big Brothers and Big Sisters, Race for the Cure, Special Olympics, Habitat for Humanity, BOSS Against Drunk Drivers, Mothers Against Drunk Driving and the Wounded Warrior Program.• Managed the CBRN Detection and Decontamination program maintaining accountability of over $10 million in equipment with zero loss.