building, supporting and growing safe communities

I’ve developed and led engagement strategies tailored to diverse user bases, focusing on participation, retention, and trust. My initiatives have included platform-wide campaigns, creative content series, and community-driven programs that encouraged interaction and loyalty.

I’ve built and refined internal workflows to support day-to-day community operations—streamlining content review processes, clarifying escalation paths, and reducing response times. My documentation and optimization efforts have improved team efficiency and made it easier to scale support.

I’ve successfully executed community campaigns and engagement programs—from seasonal initiatives to platform events—that aligned with business goals and user interests. These efforts have strengthened community cohesion, highlighted user contributions, and increased brand visibility.

I work closely with Product, Engineering, Trust & Safety, and Support teams to ensure community needs are reflected in product decisions, policy updates, and platform improvements. This collaboration has helped resolve friction points, improve communication flows, and create a more consistent user experience.

I’ve managed user-facing communications across multiple platforms, ensuring messaging is clear, timely, and aligned with brand tone. I’ve also created community updates, FAQs, newsletters, and engagement posts that kept users informed and excited about ongoing developments.

I’ve built and maintained relationships with high-impact community members and influencers, empowering them to become brand advocates and trendsetters. These partnerships have helped shape community culture, expand reach, and increase authentic engagement.

I’ve managed and optimized support operations to ensure smooth, scalable service delivery. From improving ticket workflows to enhancing escalation processes, my work has helped reduce resolution times, maintain SLA compliance, and improve overall team efficiency.

I use customer insights and support data to identify trends, track performance, and drive improvements. My reports and recommendations have helped shape support strategy, inform product decisions, and guide team coaching efforts.

I specialize in handling high-touch and sensitive customer issues, including billing disputes and trust-related escalations. I approach each case with empathy and precision, aiming to resolve concerns quickly while protecting both user relationships and company integrity.

I’ve owned the strategy and content for customer Help Centers, writing and optimizing articles that empower users to find answers independently. These efforts have directly contributed to reduced ticket volume and improved user satisfaction.

As a hands-on Zendesk admin, I’ve configured automations, workflows, and reporting to meet evolving support needs. I’ve also led training and quality assurance initiatives that raised performance standards and improved support consistency across the team.

I regularly partner with Product, Engineering, Billing, and Trust & Safety teams to close support feedback loops, improve tools and processes, and ensure users are supported holistically across the platform.

I’ve created and implemented platform policies that promote safety, inclusivity, and compliance. My approach balances user experience with platform integrity, and I’ve contributed to measurable reductions in harmful behavior through clear, actionable enforcement guidelines.

I’ve handled complex abuse reports and high-risk escalations with speed, care, and consistency. From trust violations to urgent user safety issues, I lead response workflows that prioritize user protection and uphold platform standards.

I’ve led fraud detection initiatives and implemented dispute-handling protocols that reduced financial losses and user risk. My cross-functional fraud work has strengthened platform security and improved response times to suspicious activity.

I’ve contributed to child safety initiatives by strengthening internal protections for minors and leading the NCMEC reporting process. This included training teams on identifying and escalating potential child exploitation cases, managing the end-to-end reporting workflow, and ensuring timely, accurate submissions in accordance with legal standards. My efforts helped the platform maintain 100% compliance with regulatory requirements while reinforcing its commitment to protecting vulnerable users.

I’ve designed and documented enforcement workflows that brought structure and consistency to Trust & Safety operations. By mapping out clear escalation paths, decision-making frameworks, and response protocols, I improved clarity for team members handling sensitive cases and reduced reliance on ad hoc processes. These systems minimized manual effort, lowered error rates, and enabled faster onboarding of new team members. 

I collaborate closely with Legal, Product, Support, and Engineering teams to identify and address high-impact user risks, such as policy gaps, technical vulnerabilities, and user safety concerns. Through this cross-functional partnership, I’ve helped develop proactive safeguards, influence product decisions with a safety-first lens, and ensure trust initiatives are embedded into the platform’s roadmap. This collaborative approach has been instrumental in implementing long-term, sustainable solutions that balance user protection, operational efficiency, and business objectives.