Trust and Safety Team & Product Lead

Partnered with a large social media Client, launching multiple workflows to grow market share in eCommerce.

Directed new workflows, across multiple global sites, and collaborated closely with site Team Leads to ensure expectations and KPIs were met or exceeded.

Identified and implemented process improvements, working directly with senior project leadership.

Developed and delivered bi-weekly project status presentations to senior leadership, demonstrating strong written and verbal communication skills and ensuring all stakeholders were informed and aligned.

Managed 15 to 30 agents, assisting with issues, providing feedback, and serving as primary POC.

Co-created a process to quantify a task-based workflow, which previously had no way to track production, delivering usable metrics for monitoring agent output. Resolved a year-long active backlog within 3 weeks.