Quality Analyst

Sep 2024 - May 2025

Conducted quality audits in various Safety workflows to identify people and process opportunities. Shared and implemented best practices to mitigate or eliminate errors. Led facilitation of Office Hours, Huddles, and agent discussions to gather feedback and identify pain points. Conducted RCA investigations and coaching sessions for damage control. Processed reports per platform policies.

Content Moderator

Feb 2024 - Sep 2024

Trust & Safety Ops Specialist

Oct 2022 - Feb 2024

Conducted quality audits in Safety workflows to identify opportunities and remediate challenges. Shared best practices to reduce errors. Addressed agent consultations on edge cases. Led Office Hours and agent discussions to gather feedback. Participated in cross-functional global discussions for calibration and improvement. Helped develop workflow processes and training materials.

Quality Analyst

Apr 2021 - Oct 2022

Conducted quality audits in Misinformation and Civic integrity workflows to identify and remediate agent challenges. Shared best practices to reduce errors. Addressed agent queries on edge cases. Led Office Hours and agent discussions to gather feedback. Participated in cross-functional global calibration discussions. Helped create workflow processes and improve training materials.

Content Moderator

Oct 2018 - Apr 2021

Processed bot-aggregated and user-submitted reports per platform policies. Attended training and internal meetings for calibration and improvement. Participated in Six Sigma initiatives and provided policy feedback. Acted as subject matter expert sharing best practices to improve quality. Fulfilled English resource requests with 100% accuracy and no quality errors.

Technical Support Representative

Sep 2017 - Sep 2018

Acted as subject matter expert sharing best practices to improve quality. Fulfilled English resource requests with 100% accuracy and no quality errors. Served as unofficial POC for Covid Misinformation policy. Received multiple accolades including Kudos and Agent of the Month awards.

Customer Support Representative

Sep 2017 - Sep 2018

Reviewed and responded to player complaints, queries, and reports via online ticketing system. Enforced TOS rules in-game and on forums. Spearheaded use of canned responses for common scenarios. Authored and revised templates to adopt a casual tone in player communications.

Utilization Management Representative

Aug 2014 - Aug 2016

Communicated with medical staff in California for pre-authorization of procedures and services. Known for quality casework, proofreading, and zero HIPAA violations. Provided over-the-phone technical support to Telstra internet subscribers in Australia, resolving connection and other technical issues.

Technical Support Representative

Jul 2012 - Aug 2013

Provided over-the-phone technical support to Telus subscribers in Alberta and British Columbia. Resolved connection issues and assisted with other technical problems outside scope. Known for technical expertise and meticulous approach, achieving high First Call Resolution rates.

Technical Support Representative

Sep 2011 - Sep 2012

Provided technical support and assistance to customers, resolving connection and other technical issues. Known for technical know-how and meticulous issue resolution, resulting in high First Call Resolution rates.