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Resume

Experience

2023- Present

Service Resolution SME/Service Account Manager 

TikTok

Dublin, Ireland

  • As part of the GNE team, conduct effective communication with sellers/creators, including early warning communication with risky sellers/creators, promote guidance on platform rules and regulations, hold improvement sessions with sellers/creators on their fulfillment and service performance ensuring our marketplace is safe and trustworthy for not only our users, but also sellers and creators

  • Strong understanding of marketplace safety and compliance regulations

  • Proficient in reviewing and evaluating user-generated content, seller listings, and creator outputs to ensure adherence to platform guidelines. Flag non-policy compliant content and educate sellers/creators

  • Diagnose sellers/creators' operational performance, analyze performance data and deep dive into their pain points, dig for root cause,  with the current product and process to assist sellers/creators in solving their problems

  • In-depth knowledge of the platform policies and rules while working with relevant operation teams in filling in the knowledge gaps/Knowledge Base articles and clarifying gray areas, improving the policy educational content

  • Ability to work collaboratively with global teams to ensure consistent policy enforcement and platform safety. Experience in engaging with stakeholders to foster trust and build long-term relationships

  • Define, build, implement, and monitor projects to enhance partner experience and reduce policy violations

  • Develop and implement projects based on data analysis to enhance platform policies and support systems

  • Focus on reducing policy violations, including the sale of unsupported and prohibited products, addressing negative reviews, and mitigating live violations

  • Projects - ability to develop data-driven strategies to improve platform safety and reduce violations​

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  • First joiner for first European Market - UK

  • Mentor and trainer for new joiners 

  • Created full guide for the role, as a first and new joiner, no previous info existed and was given. I have created everything within my first 2 weeks in the role since second batch of new joiners was coming and I had to train them

  • Clarified what our role is and what are the KPIs 

  • Collaborated with many cross-functional teams to improve my team's insights/information/access

  • Adapted to the constant changes and expectations 

  • Created/worked on multiple projects to improve my team's and my results and impact

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2021 - 2023

Sales Development Representative

CarGurus

Dublin, Ireland

  • Receiving inbound leads, prospecting and cultivating low-funnel sales opportunities

  • Helping users in resolving their technical issues and filling in their product knowledge gaps

  • Classifying dealership according to CarGurus policy standards

  • Articulating CarGurus values proposition to dealers

  • Displaying self-driven, self-starter attitude while assisting in increasing the dealer base on CarGurus site

  • Displaying strong communication skills, and display ability to multi-task in a rapidly-changing environment (adapting communication style to suit different users)

  • Displaying strong prioritization, organization and time management skills

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  • Mentor for new joiners

  • Expanded the role, to improve the processes and bring better results

  • Wrote thorough guide for the role - no previous info existed for this specific role

  • Flagged inadequate processes related to security and risk check up - improved the process which resulted in drastic reduction of fraudulent accounts  

2020 - 2021

 

  • ​​Working in a high-volume and fast-paced environment providing support over multiple channels: phone (inbound and outbound calls), double chats and emails

Customer Care Expert 

Wix.com

Dublin, Ireland

Advance Roles within Company

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Handling Premium Risk issues/escalations:

  • Ability to convey complex policy information clearly and concisely

  • PII information verification

  • Handling fraudulent, blacklisted and blocked accounts, chargebacks, open disputes, restoring accounts

  • Handling sensitive escalations and escalating to higher team when needed

  • Keeping up to date with workflow changes, operational guidelines and policy updates

  • Identifying and recommending improvement to policies process, system and products, identifying opportunities to improve processes, protocols, and policies at scale

  • Exposure to sensitive content and information

Advance Tech Support/ handling advance tech issues/escalations:

  • Identifying, locating, clarifying the issue while displaying strong decision-making and problem solving skills

  • Using advance tools and procedures

  • Helping users in resolving their technical issues and filling in the product knowledge gaps

  • Analyzing user's behavior, content suitability and relevance to determine their effect on users

  • Handling escalations, escalating to developers when needed and working with them to make sure issues are resolved promptly

  • Flagging product gaps, bugs and feature requests

  • Supporting Tier 1 agents

Working on Priority Queue

  • Supporting Priority users - operating with urgency and prioritizing multiple functions and tasks

Advance Billing/handling advance billing issues: 

  • Handling advance billing issues/requests, handling escalations

  • Providing support with all the Wix's subscriptions, educating users on Wix's Terms of Use and Policies

  • Handling sensitive information, handling issues outside policy while displaying great critical thinking and problem-solving skills

  • Skilled in assessing and mitigating risks associated with e-commerce transactions

  • Supporting and educating Tier 1 Agents, providing re-trainings when needed

  • ​Supporting the operational team and their quality initiatives, escalating further when needed

Advance Wix Payments/handling Wix Payments issues:

  • Troubleshooting advance issues with Wix payment accounts

  • Review content and classify according to Wix's policies and standard operating procedures with accuracy and efficiency

  • Reviewing sensitive information to make sure all the documentation is correct

  • Exposure to sensitive, graphic content deemed offensive or of a sexual nature, illegal products or services or any service providing peripheral support of illegal activities, including illegal gambling services...

  • Displaying strong and critical decision-making skills, risk assessment and proactive communication to protect users from abuse across our platform.​​​​​

  • POC of the team

  • Mentor for new joiners

  • Providing trainings and re-trainings

  • Creating guides to simplify and understand processes better/easier for T1 agents

2018-2020

SMB Expert - Global Marketing Solutions

Accenture-Meta

Dublin, Ireland

  • Provide consultative advice to SMBs across multiple channels including live chats, email, and phone support

  • Review user-generated ad content to ensure compliance with Facebook's advertising policies

  • Clearly articulate Facebook's advertising policies to users and identify opportunities to enhance processes, protocols, and policies

  • Offer guidance on optimizing user ads for better exposure, both paid and organic, while ensuring policy compliance through meticulous attention to detail – to ensure all aspects of governance and user experience are thoroughly managed

  • Collaborate effectively with global and cross-functional teams

  • Demonstrate critical thinking and decision-making skills, and operate as a self-starter capable of multitasking under pressure in a fast-paced, dynamic environment

  • Stay informed on workflow changes, operational guidelines, and policy updates to safeguard the integrity and safety of Facebook's products and community

  • Review site and product content to ensure adherence to Facebook's policies and escalate emerging risks to relevant teams

  • - Manage exposure to sensitive content, including but not limited to pornography, vulgar content, violence, fake news, and illegal products and services, ensuring all user interactions (business pages, ads, shops, posts) comply with platform policies

  • Provide pre and post -sales education for all self service products, offering clients exceptional advice and product insight to improve their experience with the platform and ultimately drive higher product adoption and spend

  • Implementing processes to make the Facebook CS team more efficient and effective - showing great problem-solving and critical decision making skills

  • Remaining up to date on key workflow changes, operational guidelines and policy updates making sure to protect safety and integrity of our products and community

Advance Roles within Company

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  • POC of the team​

  • Mentoring newbies: responsible in guiding new joiners in order to help them achieve their targets

  • Providing trainings and re-trainings to make sure agents are up to date with product features, processes and policies

  • Helping TL in statistic report creation

  • Working with Reporting team to manage SLA

  • Writing success stories-interactions which resulted in higher product adoption/spend

  • TL Academy-managing agents (two teams) for 6 months, queue review, working with TL's and QA's to insure best support is provided to users, mentoring agents to help them improve their KPI's, working on action plans for agents struggling to reach their targets

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