In this role, I make full use of my interdepartmental coordination skills working with contractors, vendors, delivery coordinators, store managers, manufacturers, and customers to ensure projects are completed satisfactorily and resolve any issues that arise with products or workmanship along the way.

In this role, I managed a team of remote content moderators as their primary point of contact. I managed work distribution and schedules, tracked metrics, ensured wellness, and processed monthly performance reviews. I maintained a high degree of policy knowledge in order to continuously coach and train content moderators, assist with moderator appeals to weekly accuracy audits, and handle escalations from within trust & safety and other departments. I created metrics and glide path presentations for weekly review by internal stakeholders. I also acted as project coordinator for startup projects by creating process documentation, laying the groundwork for planning capacity, and setting AHT and SLA standards.

Transitioning from my previous role, I became a full-time employee of PAI continuing to offer support exclusively for Wizards of the Coast products and services. In this role, I became a trust & safety expert, taking on several responsibilities such as assisting with the creation of policy enforcement guidelines, and becoming the final arbitrator for difficult conduct enforcement situations and customer appeals. I also assisted with digital event coordination, community management, fraud prevention, software testing, account recovery, creating training and process documentation, and training new support agents and content moderators.

Started as a part-time volunteer chat moderator, quickly moving on to a full-time paid team lead for trust & safety and live game support.