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AMS Moderation - Quality Assurance (Global E-commerce: Governance & Experience) 

Snap Inc.

Senior Ad Review & Integrity Specialist

AvantStay

• Developed, implemented, and analyzed Trust and Safety policy and strategy aimed at protecting the AvantStay ecosystem, preventing fraudulent or malicious activity, enforcing terms of service and the guest booking agreement, and ensuring guest compliance across 36+ markets 
• Acted as the Trust and Safety liaison for internal stakeholders and cross-functional groups, including Customer Experience, Market Operations, Legal, Accounting, and Revenue Management 
• Provided leadership and mentorship to two direct reports, including overseeing efforts that resulted in the recoupment of $11,600 in chargebacks and the prevention of $200,000 fraudulent long-term reservations in a frequently targeted market 
• Partnered closely with Product teams to drive key Trust and Safety and Business Affairs projects, providing input during planning sessions and identifying areas of opportunity to better support internal teams and business initiatives 
• Maintained strong domain knowledge of trust and safety, fraud, and risk, including new techniques and technologies available to fight payments fraud, identity fraud, and other forms of fraud in the short-term rental industry 
• Began implementation of reservation and guest risk matrices and the use of third-party data sources (e.g. Persona, LexisNexis) to detect and screen high risk reservations for indicators of fraud or malicious activity

Trust and Safety Lead

Responsibilities include:
• Reviews internal policies and procedures to identify existing and potential gaps and improve team and company-wide workflows
• Develop and maintain relationships and partnerships with key stakeholders, including CX, Field Operations, Legal, and Revenue Management to effectively implement trust and safety initiatives
• Partner closely with Product teams to drive key trust and safety and Business Affairs projects, providing input during planning sessions and identifying areas of opportunity to better support internal teams and business initiatives
• Use data and data analysis software to identify process improvements, aiming to build consensus and drive change on key organizational and business processes, identify gaps across departments, and support data storytelling and the presentation of information in a way that effectively and dynamically communicates the urgency of present and emerging risks
• Provides mentorship to existing Trust and Safety team and CX Payments Auditors, acting as a primary point of contact for questions related to payments fraud and identity verification best practices, with the aim to reduce payments fraud and chargebacks and ensure that bad actors are identified prior to property entry
• Partners with CX, Field Operations, Legal, and the wider Standards and Safety team to track guest safety incidents, conducting investigations into all accessible information (via AvantStay internal systems, public records requests, etc.) to gather relevant facts, determine appropriate course of action, and ensure timely resolution
• Maintain strong domain knowledge of trust and safety, fraud, and risk, including new techniques and technologies available to fight payments and other forms of fraud in the short-term rental industry

Senior Risk Associate

Etsy

Marketplace Protection Agent for Etsy, a global marketplace for unique and creative goods, with a focus on the identification and removal of content in violation of Etsy's terms of service.

Marketplace Protection Agent

Case Mediation Specialist for Etsy, a global marketplace for unique and creative goods, via The Mom Project, a digital talent marketplace and community focused on connecting professionally accomplished women with world-class companies.

Case Mediation Specialist (with The Mom Project)

InstantCard

Customer Relationship Specialist for Credential Verification Service, the first fully cloud-based ID card service in the United States. A service offered by InstantCard, Credential Verification Service is the most advanced credential management platform available and provides an innovative solution for employers who need to easily maintain and verify employee credentials, qualifications, and work site safety information. 

Responsibilities include: 
• Development of strong relationships with clients for the duration of their account 
• Onboard and conduct routine training of clients via email, phone, or web conferencing platform
• Resolution of client issues accurately and in a timely manner
• Collaborate with clients and internal teams to recommend and drive platform improvements
• Invoice clients for services ordered or rendered and ensure prompt remittance of monies due
• Create and maintain a knowledge base to allow customers access to self-serve support options
• Design of ID cards using internal tools and Adobe Photoshop or Adobe Illustrator as needed

Customer Relationship Specialist

Outdoorsy

Trust and Safety Specialist for the largest and most trusted peer-to-peer marketplace, Outdoorsy, with a focus on mitigating risk through identification of poor quality users on the platform. 

Responsibilities included:
• Assessment of risk associated with renters using Tint and other decisioning tools
• Verify user identity using ID verification tools such as Evident ID and Persona
• Limit financial loss to chargebacks through collection and submission of evidence via Stripe
• Monitor new listing integrity to ensure quality users and listings on the platform 
• Minimize fraudulent or spam requests by evaluating renters and renter behavior
• Drive overhaul of Terms and Conditions by collaborating with other teams
• Work cooperatively with other teams within the company including Customer Support and Claims

Senior Trust & Safety Specialist

Sr. Marketplace Quality Specialist for the largest and most trusted peer-to-peer marketplace, Outdoorsy, with a focus on dispute resolution and improvement of platform quality through identification of at-risk users on the platform.

Responsibilities included:
• Mediation of disputes between owners and renters to ensure an equitable outcome for all parties
• Evaluation of evidence to decision disputes while maintaining customer satisfaction
• Ensure quality of marketplace by identifying poor quality users and listings
• Coach at-risk users to establish a behavioral baseline and improve experience
• Mentor a team of two junior agents to establish department protocol 
• Perform customer satisfaction reach-outs based on NPS score received via Promoter.io
• Collaborate with Claims and Trust and Safety as needed to ensure removal of bad actors
• Work with Product and Engineering teams to request features and improvements using Asana
• Participate in meetings with FairClaims to provide arbitration feedback and suggestions

Senior Marketplace Quality Specialist

Sr. Customer Support Specialist for the largest and most trusted peer-to-peer marketplace, Outdoorsy. 

Responsibilities included:
• Deliver best-in-class customer service via phone, email, and chat using Intercom and Zendesk
• Mentor and give accurate direction to a team of remote junior agents via Slack
• Create and provide self-help resources to junior agents using internal knowledge bases
• Assist Sr. Customer Support Manager and Vice President of Customer Experience as needed
• Collaborate with other team as needed to ensure frontline agents have all resources necessary

Senior Customer Support Agent

Bungalow 

Resident Advocate for a residential real estate company, Bungalow, a startup managing 700 properties in ten cities from San Diego to New York. Bungalow provides move-in ready homes to those looking to experience the co-living lifestyle.

Responsibilities included:
• Attend to resident questions and concerns via phone and email support using Zendesk
• Coordinate emergency and/or high urgency services and repairs for residents across all markets
• Process tenant move out notices and credits using Salesforce
• Coordinate with other teams to ensure maintenance and other notices are provided to tenants

Weekend Resident Advocate

Kantian Skincare

Customer Support Manager for Neutralyze by Kantian Skincare, a science-inspired, non-prescription, multi-patented acne treatment system.

Responsibilities included:
• Resolve customer concerns and inquiries via Zendesk and Amazon Seller Central
• Create effective and consistent customer support policies and procedures
• Develop and maintain customer support standard operating procedures
• Train outsource customer support agents
• Implement Zendesk as the CRM and integrate with Amazon Seller Central
• Create macros and auto-responses to meet set KPIs

Customer Support Manager

Duolingo

Pioneer Community and Customer Support Specialist for Duolingo, a language-learning website and mobile app, recognized as Apple iPhone’s App of the Year and Google Play’s Best of the Best.

Responsibilities included:
• Examine backlog of unresolved support requests to understand scope of work
• Resolve backlog of unresolved requests using Zendesk and following up on actionable tickets
• Implement policies and procedures for premium-related requests
• Develop customer and community support standard operating procedures
• Assist with Duolingo for Schools support requests from teachers and students
• Provided support for the Duolingo-Pearson partnership
• Maintained admin presence in the forums to promote community development
• Liaise with Engineering, Product Management, and Community as needed

Community Support Specialist

Over the past four years, I've had the opportunity to work across a variety of Trust and Safety disciplines, including content moderation, payments fraud, and prop-tech risk and policy. 

Most recently, I've had the privilege of developing, implementing, and analyzing trust and safety policy and strategy aimed at protecting the AvantStay ecosystem, preventing payments fraud and identity fraud, enforcing terms of service and the guest booking agreement, and ensuring guest compliance across 36+ markets and 1,000+ properties while partnering with cross-functional stakeholders across CX, Legal, Market Operations, Product and Engineering, and Revenue Management.

My specialties include content moderation, identity authentication, payments fraud mitigation, online policy, and trust and safety policy.

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