Manually reviewed and assessed content to ensure compliance with company policies and guidelines. Contributed to the development of machine learning models aimed at automating content moderation and policy enforcement. Collaborated closely with cross-functional teams to refine and improve AI-driven systems for more accurate policy enforcement. Organized and managed data in compliance with established policies and procedures. Actively participated in weekly training sessions to stay up-to-date with policy changes and best practices.

Reviewed and evaluated policies for new and revised applications accessing API data via client systems. Ensured applications adhered to strict guidelines set by the client, including compliance with Facebook’s policies. Managed a diverse range of queues, efficiently reviewing a high volume of applications. Maintained daily performance quotas while consistently meeting service level agreements (SLAs). Participated in weekly meetings to review and learn new information, ensuring continuous improvement and alignment with current policies and best practices.

Reviewed a high volume of videos daily, with a hyper-focus on identifying and reporting CSAM, consistently meeting performance quotas. Accurately enforced content policies by applying appropriate tags and annotating violations in each review, specifically related to CSAM content. Conducted weekly calibrations with the team to maintain a quality standard of 95%, discussing policy gray areas and providing support to higher-tier review teams. Worked across a variety of queues, ensuring consistent policy enforcement and a focused approach to CSAM content. Mentored trainees, guiding them step-by-step on how to properly annotate violations and take action in accordance with policy. Performed Tier 2 evaluations of Tier 1 reviews, reporting on accuracy and ensuring alignment with client policies.

Took personal ownership of challenging scenarios from the general public, providing efective technical support for Google streaming services and devices. Collaborated with engineers to identify potential bugs and communicated product enhancement requests to the customer base. Enhanced the overall customer experience by proactively identifying and resolving issues, while providing actionable product recommendations. Independently identified, troubleshot, documented, categorized, and resolved customer issues within established SLAs. Delivered technical support across multiple channels, including voice, chat, and email, ensuring prompt and efficient resolution of customer inquiries.