ALEX ANCHIA CASCANTE
Trust And Safety Operations Manager
Santa Ana,NY
Summary
Program Operations and Trust & Safety leader with 8+ years of experience running high-volume, people- and vendor-dependent operations. Own end-to-end workflows (onboarding/ramp, access and tooling coordination, SLA/KPI reporting, and issue resolution) for large, distributed teams. Known for improving process quality and data accuracy, building scalable operating models, and partnering cross-functionally to keep stakeholders unblocked and programs on track.
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Overview
2
2
Languages
7
7
Certifications
13
13
years of professional experience
Work History
OPERATIONS MANAGER TRUST AND SAFETY
ACCENTURE
06.2024 - Current
- Currently serve as Heredia Site Lead, owning end-to-end location performance and P&L/budget (delivery KPIs, quality, staffing capacity, risk management, and senior stakeholder reporting).
- Reduced site attrition from 8% to 3% by strengthening leader routines, coaching, and retention actions.
- Delivered 6 consecutive months of SLA achievement without ACN contributions by tightening execution cadence, staffing/forecasting, and escalation management.
- Exceeded FY net CCI target by +1.3% through cost controls, productivity focus, and disciplined financial governance.
- Served as escalation owner for site-level issues, driving fast root-cause resolution and implementing preventative controls to reduce repeat incidents.
- Lead a 300+ person, high-volume Trust & Safety operation reviewing audio/video/text, ensuring consistent policy execution and reliable throughput.
- Manage 100+ support and overhead functions (SMEs, Quality, Reporting, Team Leads, Sr. TLs), aligning tooling, staffing, and communication to keep delivery unblocked.
- Selected as Global Service Delivery Lead across 8 programs worldwide, managing operational performance for an 80-FTE delivery org and coordinating stakeholders across regions.
- Own end-to-end service delivery rhythms (intake, prioritization, execution, and reporting) to ensure commitments are met and issues are surfaced early.
- Design operating models and SOPs to scale delivery; drive efficiency through process improvements and tool enhancements in partnership with internal teams.
- Triage high-volume issues, remove critical path blockers, and use sound judgment on when to resolve independently vs. escalate to IT/client partners.
- Set priorities and define clear expectations for critical deliverables; document workflows to ensure repeatability, auditability, and consistent outcomes.
- Coordinate execution across multiple sites and time zones, maintaining clear written communication channels and fast feedback loops.
- Coach and develop leaders and SMEs to strengthen execution quality, ownership, and sustainable performance.
- Build and maintain KPI/SLA reporting; track trends, quantify support volume and performance gaps, and lead corrective actions and process improvements.
- Serve as primary point of contact for internal customers and client stakeholders; manage escalations end-to-end and close the loop on feedback.
- Respond quickly and clearly to stakeholder requests, setting expectations on timelines and ensuring accurate follow-through.
- Maintain executive relationships with vendor partner managers and client PMs; align on goals, risks, staffing, and operational changes.
- Apply strong independent judgment to organize work, solve ambiguous problems, and implement durable fixes.
OPERATIONS SUPERVISOR TRUST AND SAFETY
ACCENTURE
03.2021 - 06.2024
- Manage 7 Team Leads and day-to-day operations; set priorities, review KPIs, and resolve escalations to keep delivery on track.
- Oversee 12+ lines of business (150+ FTEs and 10+ SMEs), maintaining accurate staffing/coverage tracking and surfacing gaps early.
- Present weekly/monthly operational readouts to senior leadership and the client, translating performance data into clear actions and decisions.
- Launched 5 new projects by coordinating readiness across change management, reporting, training, and multi-site support teams (ramp planning, communications, and tooling readiness).
- Partner with leads to deliver projects on time and within scope; manage change requests and communicate impacts.
- Facilitate stakeholder meetings to drive decisions, remove blockers, and maintain transparent communications.
- Plan and maintain resource availability and allocation to support ramp needs and steady-state delivery.
- Manage project schedules and timelines; adjust plans as needed while protecting service levels.
- Track project performance against short- and long-term goals, using metrics to identify risks and recommend improvements.
TEAM LEADER CONTENT MODERATION
ACCENTURE
07.2018 - 03.2021
- Supervise a team of 25+ associates who are handling a Content Moderation program (Trust and Safety) for one of our largest clients.
- Perform daily team huddle, conferences reporting progress on our daily work to upper management.
- Develop associate’s skills and create a program with them so that they can grow with in the company.
KYC ESCALATIONS REPRESENTATIVE
WESTERN UNION
11.2014 - 07.2018
- Secured SLA’s effective and constant reviews of off-line and on-line work.
- Worked together with different stakeholders within and outside the Latin America Regional Operations Center to ensure alignment while processing requests from external and internal customers.
- Successfully and proactively resolved external and internal customers inquires via call and email.
- Known go-to person to effectively resolve Know Your Customer and non-Know Your Customer related enquiries.
KYC TEAM LEADER (Temporary Project Assignment)
WESTERN UNION
04.2017 - 04.2018
- Successfully led an initiative to update pending-to-work money transaction cases; provided data and progress back to management in a timely manner; kept the team motivated and focused on target.
- Improved case assignment efficiency by enhancing an MS Access database used for tracking and workflow management.
- Partnered with different stakeholders, such as IT department, iWatch Support, Training Department, among others to allow Know Your Customer Operation to function as smoothly as possible.
- Coordinated access provisioning requests for new hires, partnering with Training and IT to enable tools and reduce time-to-productive.
- Provide efficient coaching for analysts with low performance and/or areas of opportunity.
AML COMPLIANCE ASSOCIATE
WESTERN UNION
04.2013 - 11.2014
- Recipient of multiple positive reviews acknowledging excellent compliant customer service.
- Delivered excellent QA and good productivity results.
- Known Subject Matter Expert able to address peer’s questions related to work tools and product – related questions.
Education
Bachelor's Degree - Business Administration
ULACIT
English as Second Language
INTENSA
Skills
Program operations management
Onboarding management
Access provisioning management
Data integrity management
Effective problem resolution
Effective team leadership
Operational efficiency management
Client support
Project coordination
Performance evaluation
Team motivation strategies
Client management
Certification
Negotiation and Conflict Resolutions - INCAE
Timeline
OPERATIONS MANAGER TRUST AND SAFETY
ACCENTURE
06.2024 - Current
OPERATIONS SUPERVISOR TRUST AND SAFETY
ACCENTURE
03.2021 - 06.2024
TEAM LEADER CONTENT MODERATION
ACCENTURE
07.2018 - 03.2021
KYC TEAM LEADER (Temporary Project Assignment)
WESTERN UNION
04.2017 - 04.2018
KYC ESCALATIONS REPRESENTATIVE
WESTERN UNION
11.2014 - 07.2018
AML COMPLIANCE ASSOCIATE
WESTERN UNION
04.2013 - 11.2014
English as Second Language
INTENSA
Bachelor's Degree - Business Administration
ULACIT