Kaye Miranda
Trust & Safety Analyst
Summary
Experienced Trust and Safety Analyst with over seven years of dedicated expertise in maintaining online safety and security. Adept at developing and enforcing policies, conducting risk assessments, and implementing proactive measures to protect users from harmful content and fraudulent activities. Skilled in analyzing data, identifying emerging trends, and collaborating with cross-functional teams to establish robust safety protocols. Proficient in using advanced tools and technologies to monitor and moderate online platforms.
Overview
10
10
years of professional experience
4
4
years of post-secondary education
Work History
Content Moderator
HER App
10.2023 - Current
- Review reported profiles and verify account identities to ensure our user's protection.
- Share your experiences and provide feedback in team communication channels.
- Familiarize yourself with tools, documentation, and department best practices.
- Exhibit flexibility and handle high-pressure situations, policy changes, and gray areas with ease.
- Working with possible explicit, violent, and hate speech content professionally.
- Process high volumes of visual, verbal, and numerical data swiftly.
- Adapt to new tools and technology enhancements.
- Stay updated on keyword changes, policies, safety & Community Guidelines.
- Remain informed about world events and fraud trends for more accurate decision-making.
- Collaborate effectively with other teams within the organization.
Platform Integrity Analyst
Coinbase
04.2022 - 02.2023
- Implement T&S policy, including content moderation, fraud prevention, handling incidents, escalations, appeals, and quality assurance for outsourced staff.
- Refine T&S content moderation enforcement guidelines and standard operating procedures (SOP) to improve impact, such as in efficient task handling.
- Collaborate with CoMo, T&S, legal, engineering and others to thrive towards operational excellence to ensure our platform is the most trusted company for the NFT marketplace.
- Escalation point for all T&S incidents and investigations including users and government reports.
- Answer and manage inbound emails and any other channels of communication from global customers with sense of urgency.
- Identified and resolved problems through root cause analysis and research.
- Established and maintained quality control standards.
- Designed and delivered web-based, self-directed learning materials.
Vendor Partner Specialist
Twitter
01.2021 - 04.2022
- Be the POC for Outsource Leads and their agents.
- Liaise with Shared Services Teams to develop relationships with key stakeholders.
- Coordinate with internal CS Teams to ensure alignment and learning from best practices.
- Evaluate workflows and find ways for them to be more efficient, relevant and valuable.
- Help understand the top user issues and make recommendations to improve the products and policies; support Partners and Partner Management.
- Conduct regular check-ins between Vendor Training and Quality Teams, Internal SMEs and VO counterparts to share insights, communicate updates and keep stakeholders informed.
- Focuses on global performance management and developing / managing training frameworks.
- Document updates and changes to new and existing processes, training decks and flowcharts.
- Proactively monitor reports, dashboards, identify areas to improve the training program and address negative trends.
Process Trainer
Cognizant
05.2019 - 01.2021
- Provided subject matter expertise on all company products and policies.
- Delivered robust training courses via classroom and e-learning programs.
- Developed new and improved training programs to fit underserved areas.
- Created unique materials to support training programs.
- Analyzed and evaluated training effectiveness and program outcomes.
- Worked with vendors to customize courseware to accommodate business needs.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Provided coaching and mentoring to employees.
- Utilized a variety of instructional design methodologies to create effective learning experiences.
- End to end responsibility of training deliverables like throughput, certification and early production performance.
- Recommend changes to the training delivery based on feedback and data collected.
Content Moderator
Cognizant
06.2016 - 05.2019
- Review and moderate user-generated content to ensure compliance with community guidelines and content policies.
- Identify and remove content that violates platform rules, such as hate speech, harassment, or explicit material and Adding accurate metadata/tags to content items.
- Evaluate reported content and user complaints, investigate the issues, and take appropriate action.
- Apply judgment and context to determine the intent and meaning behind user-generated content. Calling out and flagging issues to relevant teams.
- Has an exceptional understanding of client Safety and Identity policies and guidelines, and making decisions based on them.
- Owns the end-to-end process to successfully resolve the most challenging escalations
- Continuously identify and implement improvements in process efficiency and effectiveness.
Senior Conference Administrator
InterCall
02.2014 - 06.2016
- Deliver exceptional support and service to our customers by building a strong relationship, maintaining high satisfaction, and to uphold the company's reputation.
- Address inquiries, resolve issues, and ensure customer satisfaction. Communicate with customers through various channels, such as email, or chat, and assist with inquiries related to products, services, or order related concerns.
- Manage escalation promptly to the right stakeholders according to established customer support protocols.
- Identify opportunities to improve forms, documentation, user guides, training materials, processes, and hand-offs to expedite and improve service delivery.
- Understand and strive to exceed customer support metrics and team goals while continuously striving for process improvement and customer satisfaction.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Run and facilitate online conference events.
Education
Bachelor of Science - Computer Science
Olivarez College
Paranaque City 06.2008 - 03.2012
Skills
Team Management
Multitasking Abilities
Policy Development
Customer Support
Adaptability
Team Collaboration
Attention to Details
Training and Mentoring
Process Improvement
Excellent Communication
Operations Management
Timeline
Content Moderator
HER App
10.2023 - Current
Platform Integrity Analyst
Coinbase
04.2022 - 02.2023
Vendor Partner Specialist
Twitter
01.2021 - 04.2022
Process Trainer
Cognizant
05.2019 - 01.2021
Content Moderator
Cognizant
06.2016 - 05.2019
Senior Conference Administrator
InterCall
02.2014 - 06.2016
Bachelor of Science - Computer Science
Olivarez College
06.2008 - 03.2012