Branden Kirkman
San Mateo,CA
Summary
Experienced Trust & Safety associate proficient in content moderation and review on social media, live streaming, and dating platforms.
Overview
15
15
years of professional experience
Work History
CX Escalations Specialist T&S
Grindr
San Francisco, CA
03.2022 - 07.2023
- Led high-priority Trust and Safety escalations, refining response workflows, and increasing efficiency by 22% resulting in faster resolutions.
- Worked closely with other teams to identify trends in escalated cases, to align product development with company objectives and user needs.
- Identified improvement areas based on user feedback and performance data analysis that boosted user satisfaction by 47%, and reduced support ticket volume by 35%.
Trust & Safety Content Moderation
Twitter
San Francisco, CA
10.2020 - 04.2021
- Resolve users' reports (Abuse/Access/Right to privacy/identity) in a timely manner.
- Assisted with a fraud moderation project that allowed for an increase in the average number of reviews for potentially fraudulent accounts, resulting in a 60% reduction in the team's average handling time on tickets.
- Monitored user-generated content for violations of community standards.
Risk Analysis II
Facebook Meta
Menlo Park, CA
01.2018 - 07.2019
- Collaborated with stakeholders to ensure accuracy of data used in reporting processes.
- Respond to real-time crises, identify and evaluate emerging risks, conduct risk-related investigations.
- Improve agent experience in support workflows so they can find what they need, when they need it, to increase efficiency of reports and improve customer impact.
App Review VR
Facebook Meta
Menlo Park, CA
05.2016 - 11.2017
- Organized and maintained databases of collected information on VR headsets in an efficient manner.
- Identified potential violations of advertising regulations, such as false or deceptive claims from VR APP Store.
- Collaborated with marketing teams to develop strategies for increasing visibility of ads across various platforms.
Content Reviewer
Twitter
San Francisco, CA
02.2015 - 12.2015
- Maintaining a 99% accuracy rate of reviewed content, ensuring brand safety, and compliance with company guidelines.
- Investigate real-time events and emerging online trends. Monitor high priority inbound cases and review them against User Policies; this includes watching sensitive and graphic content.
- Identifying policy enforcement gaps, root problems, and learned opportunities for improvements.
Site Administrator
Twitch
San Francisco, CA
07.2008 - 02.2014
- Assisted in the development and implementation of site-wide policies and procedures.
- Provided technical support for users with hardware and software issues.
- Developed and implemented live streaming protocols to ensure quality of video broadcasts.
Education
High School Diploma -
Aspire High School
Menlo Park, CA01-2005
Some College (No Degree) - Photography
University of California - Los Angeles
Los Angeles, CASkills
- SQL
- Python JIRA
- Zendesk
- Service Cloud
- Snowflake
- Queue Management
- Problem Solving
- Conflict Resolution
Timeline
CX Escalations Specialist T&S
Grindr
03.2022 - 07.2023
Trust & Safety Content Moderation
Twitter
10.2020 - 04.2021
Risk Analysis II
Facebook Meta
01.2018 - 07.2019
App Review VR
Facebook Meta
05.2016 - 11.2017
Content Reviewer
Twitter
02.2015 - 12.2015
Site Administrator
Twitch
07.2008 - 02.2014
High School Diploma -
Aspire High School
Some College (No Degree) - Photography
University of California - Los Angeles
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