Assesses content reviewers’ performance and anti-abuse activities, leveraging reporting tools to evaluate classification accuracy, including the training of AI models for detecting prohibited political content. Delivers data-driven insights to managers, identifies coaching needs, and implements feedback loops to develop content moderation and compliance across multiple teams.🟢 Conducts root cause analyses to pinpoint gaps in content reviews, recommending specific advancements to enhance accuracy and efficiency. Collaborates with leadership to refine review protocols and streamline processes for better policy adherence.🟢 Designs and implements scalable processes, partnering with global QA teams to develop audit frameworks. Updates internal documentation regularly to align with policy changes, boosting procedural clarity and operational effectiveness.🟢 Creates and presents detailed quality reports, analyzing key trends and performance metrics. Provides actionable recommendations to stakeholders, supporting data-informed decisions and aligning QA objectives with company goals.🟢 Facilitates monthly coaching sessions focused on complex policy updates and practical applications. Drives engagement through interactive learning, ensuring team members uphold safety and quality standards.🟢 Conducts thorough QA audits to confirm policy compliance and content accuracy. Works closely with Policy and Training teams to interpret guidelines, providing constructive feedback and resolving discrepancies in audit findings.🟢 Manages escalations and builds strategic relationships with Trust & Safety teams, offering expert guidance on complex issues. Develops solutions to mitigate risks and maintain seamless resolution of high-priority cases.🟢 Leads global calibration sessions, ensuring consistency in quality standards across regions. Shares insights and best practices to refine reviewer accuracy, fostering a culture of continuous improvement and collaboration.

Conducted comprehensive digital threat analysis and risk assessments, delivering detailed Digital Footprint Risk Reports (DFRP) and real-time Threat Assessment Flash Reports to identify and mitigate potential vulnerabilities and threats. Leveraged advanced tools such as ONTIC, TLOxp, and Maltego to provide actionable insights for stakeholder decision-making.🔵 Directed in-depth Persons of Interest investigations, utilizing Open Source Intelligence (OSINT) tools and methodologies to evaluate risks and deliver accurate assessments of individuals of concern. Monitored email communications to identify risk indicators and preempt potential threats effectively.🔵 Applied validated behavioral indicators through tools such as WAVR-21, 3rd Edition, and the Critical Pathway to Insider Risk (CPIR) to assess workplace violence risks. Developed mitigation plans and recommendations to enhance organizational safety and resilience against emerging threats.🔵 Designed and implemented advanced investigative and analytical workflows to identify insider threats and digital vulnerabilities. Analyzed patterns and anomalies to provide early warning insights, supporting organizational security initiatives.🔵 Generated timely and accurate threat intelligence by integrating multi-source data and leveraging tools such as Maltego and TLOxp. Provided executive briefings and reports to inform security decisions and mitigate organizational risk.🔵 Collaborated cross-functionally with security teams and external stakeholders to refine risk management processes, optimize OSINT methodologies, and enhance the operational use of advanced investigative technologies in threat assessment operations.

Directed cross-functional support teams to address high-profile executive-level issues, allocating resources across email, chat, and forums to consistently meet SLAs. Conducted trend analysis using dashboards and queues, presenting actionable recommendations to senior management to optimize support processes.🟣 Led a team of 30+ FTE Support Consultants and 10+ contingent workforce through their first 90 days, resulting in a 20% increase in Customer Satisfaction (CSAT) scores.🟣 Designed and delivered monthly professional development sessions and performance coaching for Support Consultants, improving team efficiency and customer satisfaction. Trained new hires through comprehensive onboarding, weekly shadowing, and quality case reviews.🟣 Led global initiatives, collaborating with partner teams to execute projects aimed at elevating operational workflows and service delivery. Monitored key performance indicators to drive continuous improvement across support functions.🟣 Oversaw onboarding for new Support Consultants, delivering in-depth training, hands-on shadowing, and tailored feedback. Facilitated cross-queue training for consultants, promoting skill diversification and operational flexibility.🟣 Developed and implemented cross-training programs for established Support Consultants, broadening their expertise across multiple queues. Fostered a culture of inclusivity by actively participating in and promoting diversity initiatives.🟣 Managed workforce planning and resource allocation to ensure consistent service levels across all support channels. Provided analytical insights to senior leaders to address opportunity areas and enhance team performance.

Led cross-functional initiatives to optimize customer experience, leveraging data analysis to identify product and process gaps, driving measurable refinements in first-contact resolution and response time, while collaborating closely with Product, Customer Advocacy, and Global Support teams. 🟠 Delivered targeted coaching and actionable feedback to both new and experienced Support Representatives, cultivating skill development and fostering a customer-first mindset to strengthen service quality and satisfaction.🟠 Conducted in-depth research and tracked bugs across multiple product lines, directly enhancing the search experience for the Company Pages product. This initiative resulted in a 35% reduction in customer support tickets, significantly improving customer satisfaction and operational efficiency.🟠 Oversaw team performance by analyzing key metrics, identifying trends, and driving continuous improvement through collaborative problem-solving and strategic process adjustments, ensuring alignment with organizational goals. 🟠 Managed escalations effectively by providing prompt resolution of internal and external issues, serving as a critical liaison between support teams and product development to escalate and resolve complex product-related challenges. 🟠 Contributed to internal knowledge-sharing by actively participating in forums, addressing colleague inquiries, and streamlining workflows for enhanced operational efficiency across global support functions.

Partnered with our Global Enterprise Support team to improve customer experience. 🟡 Provided weekly coaching, feedback, and quality assurance reviews to new Enterprise Support representatives.🟡 Facilitated monthly feedback sessions for Enterprise Support representatives. The team had an opportunity to review real customer experiences and receive/provide feedback to one another. It was a great way to receive/provide tips, tricks, and constructive feedback to peers in a safe and positive environment.🟡 Led and participated in internal team projects.🟡 Collaborated with our Global Training Team to identify training needs.🟡 Participated in monthly quality calibration sessions

As an Enterprise Services Representative, supported LinkedIn's Corporate Solutions Clients by answering all product and process inquiries and troubleshooting, solving, and escalating technical issues. As well as maintained strong working relationships with Sales, Recruitment Product Consultants, Product Management, and Marketing & Advertising to support our clients.As an Enterprise Product Support Specialist, carried out the following:🔴 Assisted in preparing and delivering training curriculum through appropriate delivery tools, documentation and development of FAQs, Knowledge Base answers and Support/Training documents. 🔴 Maintained and created internal training documents. 🔴 Collected, organized, and communicated product impacts to the Product Management team in order to drive product enhancements and efficiency gains.🔴 Supported the team's on-boarding process by interviewing new hire candidates and providing mentorship to new hires.🔴 Researched, documented and escalated product and process deficiencies. 🔴 Assisted team management in completing Quality Assurance reviews and assessments of Enterprise Support staff to ensure proper understanding of LinkedIn's products, processes, and policies.

⚫ Responded to service requests and customer inquiries via telephone and email.⚫ Initiated calls to premium customers, when appropriate, to answer questions and help resolve issues.⚫ Served as the single point of resolution for the customer.⚫ Assisted customers with product information and site navigation. Ensured that new customers were familiar with LinkedIn procedures and processes that will impact their ability to manage their on-line businesses.⚫ Researched and resolved inquiries verbally, in writing, and on-line.⚫ Provided feedback to management regarding necessary changes and updates; including upgrades, functionality and customer care issues.⚫ Accurately recorded customer trends using internal tools.

Lead Patient Service CoordinatorMay 2008 – March 2009 • Managed day-to-day workflow of check-in and checkout processes for an average of 4,300 patients per month.• Influenced operational priorities within department.• Executed and managed projects delivered by manager and practice director.• Interviewed potential new-hire candidates.• Trained new employees and cross-trained/developed existing employees.• Managed and distributed patient referrals submitted from our community physicians.• Managed physician schedules and scheduling templates for 45-50 physicians.• Gathered statistical data and produced reports on a monthly basis for eight surgical specialty clinics.• Attended monthly "Lunch-n-learns" for patient advocacy issues.• To include all responsibilities of Patient Service Coordinator as outlined belowPatient Service CoordinatorNovember 2007 - May 2008• Responsible for performing the front-line business functions in a Specialty Care outpatient setting for eight Surgical Specialties, with concentration on the Urology Department.• Scheduled and pre-authorized the following for Urology: VCUG, RUS, Urodynamics, and coordinated Child Life Specialists for these studies upon the family's request.• Insurance management for all specialties including referrals, pre-authorizations, benefits, and eligibility.• Phone management and general practice support.• Scheduled appointments for patients based on chief complaint, insurance, and availability of specialty physician.• Responsible for knowing 45-50 physicians' weekly schedules at the main hospital location and satellite locations.• Responsible for learning each physician's preferences within his or her specialty and scheduling patients appropriately

• Generated menus for patients according to diets.• Responsible for learning each specialty diet to ensure patients ordered and received the proper meals.• Consulted with patients regarding meal choices and meal/diet concerns.• Processed patient diet changes per MD or RN and entered into Computrition computer system.• Consulted with Dietitian and other Dietary personnel as needed regarding patient diets.• Processed room service orders from patients according to patient's diet.

• Trained and developed new employees.• Managed inventory - ordering, rotating product, budgeting.• Remained up to date on new products and their individual characteristics.• Educated customers on the use, interaction, advantages, and characteristics of products.• Established and maintained professional rapport with vitamin and supplement suppliers.• Attended annual product trainings offered through many of our product suppliers.• Attended local health fairs to promote our products and store.• Assisted in designing marketing ads and proposed innovative new ways to improve business through marketing.