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Leading amazing managers globally  NAMER, EMEA & APAC focused in Quality Assurance.
Familiarity with Internet Policy and Trust & Safety risk trends to calibrate escalations.
Analyze data and processes, drive insights, report insights in clear format, and present insights in compelling fashion to leadership.
Effectively collaborate and influence at all levels of the organization.
Responsible for a broad enterprise-wide view of the business and varying degrees of appreciation of strategy, processes, and capabilities, enabling technologies and governance.
Managing/supporting vendor relationships related to abuse prevention solutions .
Collaborative team environment with multiple in-flight initiatives and stakeholders.
Navigate between tactical and strategic objectives.

Trust & Safety Sr. Manager, Quality Operations

TikTok

- Responsible of Operational Quality across all EMEA content moderation work and partner with cross functional partners on analysis and reporting.
- Work with Safety Ops Leadership and XFN teams to understand various product ecosystems in order to ensure alignment of QA assessment procedures with product strategies
- Coach & support QA Managers and QA leads to develop and/or enhance the Quality framework, methods for performance management, and tracking KPIs
- Lead a team of Quality Assurance Specialists through Managers to perform ad-hoc QA testing, RCA, data analysis & deep dives, make reports & policy recommendations, and triage escalations
- Analyse data first hand to validate recommendations made by your team in order to drive continuous quality improvement across partner sites and workflows
- Enhance the quality process with automation of metrics by creation of dashboards
- Lead and/or assist XFN or QA teams and Leadership with ad-hoc projects based on business needs or upon request
- Validate information of RCA reports created by your team and present findings to key internal stakeholders
- Ensure that our BPO partners meet and exceed quality targets and provide support needed to achieve objectives deep dives, make reports & policy recommendations and triage escalations

Sr. Quality Manager

- Responsible for team management overseas EMEA/LATAM/MENA markets.
- Responsible for execution and optimization of content related quality assurance. 
- Monitor the quality assurance related metrics, data statistics and analysis.
- Strong communication skills and partner with relevant teams, crossfunctional partnership.
- Responsible for the quality assurance process optimization and participate in the platform upgrade and feature request submission.
- Vendor Communication - BPO Management
- Develop and implement the standards of the moderation quality, conduct continuous improvement of the local team.
- Design and implement management activities, procedures, and regulations for the department.
- Grow the local content moderation quality teams and oversee their management
- Managing the QA Team Leaders and provide guidance regarding staffing & leadership
- Monitor the required headcount and staffing for the region and work with the Resource Analysts
- Continuously evaluate outcomes, propose improvements for auditing procedures, and ensure a high level of productivity and quality
- Work with the Market Point of Contact Coordinator to oversee timely planning and implementation of Policy updates and Appeals completions
- Develop and maintain QA programs complementary to the quality system, corporate objectives and policies
- Be the point of contact for Quality matters and cooperate with the stakeholders or other departments
- Report, analyse, and provide insights on the quality process and suggest improvements
- Provide reports to and support the EMEA / LATAM Senior QA Manager
- Localise working process and strategies, solve content concerns for local users with cross-functional teams in content operations, product, engineering, legal and public relations teams

Quality Assurance Manager

- Monitor user feedback and deliver solutions to incoming reports of safety concerns in a timely manner.
- Communicate actively with users and improve user experience for safety-related issues.
- Maintain effective working relationships with law enforcement.
- Be responsible for handling sensitive information of users in a manner complying with Terms of Service, laws and regulations, protect user privacy.
- Collaborate with cross-functional internal teams and external networks to deal with other issues concerning safety.
- Gather and analyze relevant data to improve internal processes and consistently communicate insights.

Safety Oncall Project Manager onsite Facebook

• Lead 25 Analysts from Portuguese Market.
• Previously Leading 24 Community Operations Content Analysts from ESLA market (Spain, Colombia, Venezuela, Argentina, Ecuador, Bolivia, Peru  & Mexico) Evening shift.
•POC Back up for French & Italian Markets.
•	Motivated and inspired reps to meet their productivity and quality metrics by providing effective 121s, coaching and timely feedback.
•	Allocated of daily workload to the content analysts and monitored queues throughout 3 different system to ensure TAT.
•	Mentored and guided the team for further development through internal Career Path.
•	Managed multiple client’s project (reactive & proactive) to ensure overall planning, control and execution.
•	Partnered with client and outsource teams to help manage workflow, backlogs and spikes.
•	Built accurate reports on team performance, metrics and quality to the client.
•	Supported team engagement on client’s mission to provide the best user experience 
•	Sustained the implementation of actionable changes on policies and tools
•	Side Project: As a Learning & Developing lead I was responsible for selecting, design and deploy a range of training and workshops to Team Leaders, Anchor Mentors and Quality POCs through the Leadership and Management Programme.

Trust & Safety Team leader

Investigate and resolve issues that are reported on Facebook such as requests for account support and reports of potentially abusive content.
Respond to user inquiries with high quality, speed, empathy and accuracy.
Use market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our community of users in the Brazilian Portuguese market.
Gather, analyze and utilize relevant data to develop ways to improve the overall user experience on the site.
Use your problem solving skills to resolve large and complex business problems.

Community Operations Analyst 

Accenture

Responsible for evaluating online Adwords advertising content and analyzing the data to make quick and responsible decisions.
Participate in client meetings to discuss findings and on-going recommendation.
Maintain high quality deliverables in daily workflow.
Evaluate quality performance following strict criteria of analysis and templates.
Consolidate quality metrics and prepare reports for management.
Work with exceptional attention to detail and deliver optimal quality and productivity levels through data analysis.

Content Analyst Sensitive Spanish team for Google at Accenture. (Trust & Safety)

Process and review accounts that have been flagged for review of potentially sensitive
content to ensure there are no violations of policies.
Validate, investigate and respond to inquiries of an urgent or sensitive nature within
established guidelines. This includes coordinating with client subject matter experts to respond to or support in the response to inquiries and/or escalations which may be
generated by include but not limited to external third parties, Client or Accenture.
Understands and perform content reviews under client supervision for International and
Domestic cases following client processes and procedures.
Complies with all client published policies and procedures and any legal and regulator
requirements that the company is obliged to adhere to.
Assigned and accountable for workable solutions and processes within specific area of responsibility.
Escalates issues to Operations Manager or client Point of Contact as appropriate.
Demonstrates speed, agility, critical-thinking, and problem-solving skills in their work and an ability to ramp up quickly.
Ensures all work is performed in accordance with SLAs and metrics.

Review Ad Content Associate English & Portuguese for Google at Accenture. (Trust & Safety)

Microsoft XBOX

Responsible for providing outstanding customer service for Xbox customers from Ireland, the UK and Brazil. Answered an average of 45 calls per day and over 50 case managements.
Provide continuous customer service & technical support based on billing, hardware and connectivity instructions to Microsoft customers via telephone, and email for English and Portuguese speaking customers.
Established Microsoft guidelines and procedures
Deliver results based on metrics and targets, such as average handle time, resolution and high level of customer satisfaction. Prioritized daily tasks, prepared personal schedule and monitored/adjusted to complete tasks. Achieved monthly CSAT quality targets and monitored reports and follow ups.
Investigate, identify and prevent issues. Emphasize high customer satisfaction and resolution in order to achieve KPI and SLA targets.
Develop expertise in assigned clients’ Line of Business (LOB) – Hardware, Account, Billing, and/or Retention.
Partner with Tier II and Tier III to resolve complex problems that required escalation. Provide detailed descriptions of issues and followed up diligently to ensure swift resolutions.

Support Specialist Portuguese & English

English Student

Last work experience before get the Italian Citizenship, opening opportunities in my career development.

Childcare Worker & Student 

Dell

Working as a Sales representative for the Chat and Online team. Covering the
Brazilian market.
Responsible for selling Dell products for existing and new customers. Range of
products: Dell computers, services, projectors.
Helping inform customers of options available.
Handling an average of 100 inbound chats conversation per day.
Making outbound follow-up calls to existing customers via telephone and e-mail
providing guidance to customer queries on a daily basis.
Coaching new starters and providing support to my colleagues on a daily basis.
Entering new customer data and update changes to existing accounts in the
corporate database.
Projects: Marketing Issues 
Newbies Buddy

Inside Sales Representative & Coach

Brasil Telecom

Working as a customer service representative for Brasil Telecom. Providing support
to all customers regarding mobile phones, services and range of devices and
plans to help inform customers of options available.
Selling pay as you go plans.
Providing an outstanding customer service (face to face and through the phone).
Providing a warm welcome to customers.
Receiving, directing and relay telephone, fax & email and other queries.
Dealing with queries from customers to aid the Customer Service reps in providing the best service possible to customers.

Customer Service Representative

C&A Brasil

Responsible for an outstanding face to face customer service within the fashion
retail industry.
Dealing with over 150 customers per day.
Operating the till and taking cash.

I am a Trust & Safety Sr. Manager at LinkedIn, leading the Global Quality Assurance teams across NAMER, EMEA, and APAC regions. With over 6 years of experience in content moderation, quality assurance, within Trust and Safety, I have developed a deep understanding of the internet risks and trends.

My core competencies include data analysis and reporting, process optimization and platform enhancement, vendor management and relationship building, and team leadership and coaching. I am passionate about collaborating and influencing at all levels of the organization, and delivering insights and recommendations that support the strategic goals and vision of LinkedIn's Trust and Safety organization. My mission is to empower our 706+ million members worldwide to engage in meaningful and honest discussions on the world's largest professional network.

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