Ridvan H. Email & Phone Number

San Francisco, Ca, Us

San Francisco, California, Us

Pioneered and launched the company's first authenticity work stream, assessing account authenticity throughout its lifecycle. This initiative detected deviations early, enabling focused treatment plans that improved account retention, customer experience, and led to $5M in annual cost savings.

San Francisco, California, Us

Enhanced duplicate account detection by integrating identity verification signals and automated rules, creating a robust real-time decision-making system. This initiative led to annual cost savings of $1M, removal of thousands of abusive accounts, and a substantial reduction in fraud and safety incidents.Elevated onboarding identity verification accuracy to nearly 100%, yielding $16M in cost savings and a reduction of fraud and trust & safety incidents by over 75% in 2022. Accomplished through strategic analysis and integration of new rules at identity verification checkpoints.Collaborate with an extensive cross-functional network of stakeholders to formulate innovative solutions in response to the continually evolving risk environment. This collaborative effort contributed to establishing a robust feedback loop, enabling us to recognize and respond to risk trends near real-time.

New York, Ny, Us

Initiated and deployed a comprehensive suite of Trust & Safety products emphasizing account rehabilitation over deactivation. Introduced in-app warnings, progressive suspension, and training modules, resulting in a 50% boost in retention, an 80% reduction in safety incidents, and an annual GMV increase of $2M. Led cross-functional strategy and working group at Grailed, collaborating with legal to draft and publish user guidelines, covering terms and conditions, terms of use/service, and deactivation policy. These policies clarified platform rules and laid the foundation for launching new teams in support, fraud, and trust & safety tech and operations.Oversaw the development of trust and safety experiences, encompassing proactive risk detection, incident response, suspension & deactivation policies, user retention & recovery, and more. Teamed up with product, engineering, analytics, and operations to launch systems and tools, ensuring robust protection and support for both the business and community.

San Francisco, California, Us

Endorsed to lead the Trust & Safety Diversity, Equity and Inclusion (DEI) team as MTS DEI Ambassador. Manage strategic focus areas that enable Thumbtack to integrate more DEI into our teams, user experiences and product; initiatives include: overhauling user identification verification matrix, proactive DEI sourcing and recruiting, codifying non-discrimination policy, building DEI into T&S career development ladders, analyzing potential biases in ML model decision, and more.Increase operational efficiency by strategically distributing workloads evenly across available times; through time analysis, partnered with IT to design and implement an automated distribution system that prioritizes and distributes work based on specific (interchangeable) criteria; increased utilization by 98%, significantly reduced ops costs by millions, and positioned trust and safety operations to support long-term scale.Perform threshold analysis with Data Science and Engineering teams on deep learning models to determine the placement of risk scores based on varying types of abuse; analysis supported initiatives to detect various types of product abuse in user-generated content (UGC); after launch, the model performed at 98% recall while reducing manual review volume by 75%.Onboard and mentor a new Global Trust & Safety Team (US, CA, SE Asia) of 40+ specialists, 4 data analysts and 5 managers; develop the global team into industry experts by focusing on comprehension of guiding policy principles to allow continued knowledge sharing and self-sufficiency.

San Francisco, California, Us

Designed and implemented abuse and spam calibration processes which generate the data used to train/retrain machine learning models; collaboratively, with Data Science and Engineering teams, reduced abuse and spam exposure by 90% in one quarter (code yellow); reinforced our work by implementing in-product report features that feed directly into production models to continuously improve trend detection.Improved recall of risk mitigation initiatives (automated and manual) by analyzing and refining machine learning models, abuse-detecting heuristics, and qualitative feedback from ground-floor specialists, enabling spam trends and violating users to be surfaced and actioned near-real-time.Designed and implemented the Quality Assurance (QA) program for all trust & safety proactive risk mitigation processes; generated Tableau dashboards for performance insights; calibrated with cross-functional partners to implement a QA scorecard that supports continued quality and accuracy.

San Francisco, California, Us

Identified, analyzed and closed a product limitation (multi-account creation) that inadvertently exposed the platform to abuse; included analyzing thousands of accounts and multiple types of fraud; implemented mitigation strategies that enabled the team to more effectively identify/action various fraud types; reduced referral fraud by 100% to save the platform millions.Refined framework for operations teams to develop manual review queues without engineering resources, using SQL and other 3rd party tools; enabled expansion of Trust & Safety oversight, powering new queues to screen for abuse in all user-generated content areas including: messages, images, reviews, profiles and more.Optimized operational efficiency by redesigning work flows to support automation; decreased hand-to-hand processing of workloads by creating automated or self-serve solutions/tools; reduced manual review volume for case queues by thousands.Templatized the method for writing Standard Operating Procedures (SOP) for trust and safety, proactive risk mitigation processes; developed a cohesive playbook to clarify policies used as the foundation for training managers and specialists on policy, abuse detection and risk mitigation.

Orlando, Florida, Us

Orlando, Florida, Us

Information Systems

Anthropology