Olivia Kuchik Email & Phone Number

Austin, TX, US

Dallas, Texas, United States

Austin, Texas, United States

• Launched sitewide pilot program supporting TeamYouTube’s operations on Twitter. Responsibilities include but not limited to:
• Addressing user questions regarding platform issues
• Onboarding new YouTube accounts
• Investigating hacked accounts and fraudulent purchases
• Guide 30 trust and safety customer service analysts in completing their daily tasks. Delivered frequent 1:1 support, training, professional development, and performance reviews to support their short- and long-term.
• Create training and nesting documentation to facilitate go-live transition

Austin, Texas, United States

• Authored and presented weekly client-facing weekly and monthly business reviews to discuss workflow performance, team improvement initiatives, and action plans for addressing under performance.
• Supported in team lead capacity for 15 trust & safety analysts, providing guidance on policy, and conducting weekly team meetings.
• Develop and maintain platform-specific operations manuals and training material resulting in a 50% reduction of required FTE hours
• Evaluate collected data and report insights, metrics, and recommendations to operations and global stakeholders
• Served as the subject matter expert for several workflows responding to potential fraud among advertisers.
• Promptly answered questions and resolved gray-area issues within the internal policy to ensure team success.

Austin, Texas, United States

• Performed in-depth background checks on advertisers to identify bad actors and mitigate risk on the platform.
• Action according to internal policy, standard operating procedure, and ongoing trends in the workflow.
• Handle customer and vendor escalations, triage to relevant departments and follow up in timely manner
• Successfully achieve and exceed weekly productivity and quality targets, frequently recognized as a top performer on several workflows.