Cairo Villela

• Served as real-time operations specialist, monitoring adherence and SLA metrics to support performance improvements.
• Handled intraday and Jira requests.
• Timecard management and payroll adjustment (ADP and Workday).
• Point of contact (POC) for managing paid time off (PTO), unplanned absences, and other schedule exceptions for over 90 agents.
• Contributed to developing and writing PTO and attendance policy.
• Specialized in weekly schedule optimization and collaborated with the WFM team to ensure scheduling accuracy and efficiency.
• Implemented workforce optimization strategies, leading to improved scheduling efficiency and enhanced team productivity.
• Used workforce management software to track, analyze, and report on real-time adherence and staffing data (Assembled and Zendesk).
• Identified and addressed real-time adherence and performance issues to maintain SLA and service quality for queue health.
• Partnered with operations, WFM, and management teams to analyze workforce trends and develop solutions to improve productivity.
• Maintained and delivered performance reports and adherence insights in daily, weekly, and monthly formats across departments.
• Maintained dashboards and regularly presented key adherence and performance metrics to leadership.
• Assisted in forecasting volume and staffing requirements, and delivered reporting to leadership as requested.
• Participated in continuous improvement initiatives, including supporting and publishing of training documentation in collaboration with the training team.

• Led 25+ agents in content review and account management.
• Specialized in Trust & Safety policy enforcement.
• Delivered weekly business performance reports.
• Monitored real-time adherence and agent productivity.
• Managed PTO requests and unexpected leave coverage.
• Reported on and coached agents based on KPI performance.
• Tracked and maintained SLA targets across teams.
• Led team huddles for groups of 80+ agents.
• Reviewed QA reports to conduct root cause analysis and coaching.
• Analyzed trends and patterns to support policy updates.
• Handled BPO management with a focus on Workforce Management (WFM) and SLA's.
• Onboarded new agents, ensuring smooth transition into operational workflows.
• Verified credentials and managed access permissions across platforms.
• Developed and maintained standard operating procedures (SOPs).
• Partnered with HR on recruiting, onboarding, and terminations.

• Led a team of 20 Quality Analysts supporting content moderation and policy enforcement initiatives.
• Managed supplier-side team operations, including resource planning, scheduling, and performance management.
• Oversaw end-to-end quality management, ensuring alignment with SLA targets and consistent policy interpretation.
• Delivered quality reporting, including Weekly and Monthly Business Reviews (WBR/MBR), and provided regular operational updates.
• Conducted quality audits and calibration sessions to ensure policy consistency across teams.
• Provided coaching and feedback to Quality Analysts based on QA performance and client feedback.
• Conducted regular analysis of pain points, QA trends, RCA's and policy edge cases to drive continuous improvement.
• Managed client relationships, ensuring transparency, alignment, and delivery on quality and operational goals.
• Acted as the primary point of contact for major escalations and issue resolution.
• Recruited, onboarded, and supported new reviewers to maintain team capacity and performance.
• Facilitated the flow of information between internal teams and client stakeholders to ensure alignment and responsiveness.
• Supported risk mitigation strategies, backlog management, and resource allocation in response to business needs.
• Delivered training updates and led knowledge refresh initiatives to maintain policy accuracy.
• Managed PTO requests and unexpected leave coverage from my agents.
• Conducted QA of QA.

• Enforced policies with 99% QA score; reviewed 8,000+ accounts to ensure identity integrity and detect impersonation.
• Conducted detailed investigations into impersonation, fake identities, and account manipulation, improving platform trust and safety.
• Handled account appeals, reviewed escalations, and applied policy decisions with fairness and consistency.
• Maintained meticulous records of identity verification outcomes to ensure accurate reporting and adherence to internal and regulatory standards.
• Partnered with cross-functional teams (Policy, Legal, Engineering) to deliver proper support.
• Provided user support while advocating for platform integrity, balancing user experience with enforcement.
• Flagged patterns and coordinated with escalation teams on trending abuse methods (e.g., spoofing, manipulated credentials, fake IDs).
• Collaborated with quality assurance teams to align investigation practices with evolving platform policies.
• Participated in regular calibration sessions and policy feedback loops to improve enforcement consistency.
• Supported initiatives to improve detection workflows, tooling, and reporting mechanisms within Trust & Safety.
• Developed macro response to reduce average handle time.

• Responsible for onboarding and training over 30 agents, including new hires.
• Provided refresher sessions and follow-ups to reinforce process knowledge and maintain quality standards.
• Updated training materials and developed slide presentations in collaboration with internal teams and overseas partners.
• Worked directly with overseas agents to build and standardize global training content.
• Delivered weekly production and quality performance reports for leadership review.
• Conducted quality reviews for 20+ agents weekly, identifying coaching opportunities and driving continuous improvement.
• Analyzed payment fraud and chargebacks in coordination with banks and financial institutions.
• Investigated high-risk transaction patterns and areas with elevated fraud volume.
• Validated and disputed false chargebacks, successfully recovering losses and saving costs for the company.
• Maintained high-level communication with FTEs, engineers, and client partners to support risk operations and product feedback.

• Responsible for supporting the incubation and launch of multiple workflows, products, and applications.
• Improved workflow processes, documentation, and tooling for a team of 19 agents, reducing SLA by 58%.
• Analyzed operational performance to identify pain points and provide actionable solutions to management.
• Developed and coordinated training to help individuals learn company policies, procedures, and role-specific tasks.
• Performed quality assurance to assess data accuracy and validate results.
• Created reports detailing findings, insights, and recommendations for internal stakeholders.
• Utilized knowledge of data modeling and statistical analysis to identify trends and draw conclusions.
• Integrated new technologies and tools to meet workflow and area-specific requirements.
• Maintained up-to-date understanding of client policies and guidelines to resolve inquiries in line with defined procedures.

• Reviewed user-generated content, including profiles, videos, and text, to investigate, escalate, or resolve user-reported or system-flagged violations.
• Specialized in policy enforcement across high-risk categories, including:

Child Safety

Counter Terrorism

Compromised Accounts

Commercialization of Illegal Products (e.g., drugs, firearms, counterfeit currency)

Scam and Fraud Prevention

Support and Abuse Violations

• Collaborated with third parties and law enforcement to provide information relevant to legal investigations.
• Managed customer interactions with a focus on increasing satisfaction and improving service quality.
• Maintained productivity above expectations with a consistent average QA score of 98%.
• Completed a Development Apprenticeship in Subject Matter Expert Policy (May 2020 – Sep 2020).
• Completed a Development Apprenticeship in Quality Assurance (Jan 2021 – Apr 2021).