Ciera Smith
Summary
Experienced Trust & Safety and Digital Reputation professional with a background in Communications. Proven track record of managing investigations, protecting brand integrity, fostering online communities, and driving customer satisfaction through strategic engagement and data-driven decision-making.
Overview
9
9
years of professional experience
Work History
Trust & Safety Sr. Specialist
Thumbtack
03.2025 - Current
- Investigate and resolve complex disputes while maintaining policy compliance.
- Review contracts, invoices, and communications to determine Guarantee eligibility.
- Draft professional communications to facilitate fair resolutions.
- Partner with Legal and Risk teams on escalations and arbitration matters.
- Identify fraud patterns and policy violations to protect marketplace trust.
- Maintain detailed case documentation in Salesforce and internal systems.
- Remote
Digital Reputation Associate
Nutrafol
01.2025 - 03.2025
- Monitored and responded to customer reviews across digital platforms.
- Managed reputation initiatives and escalated product concerns internally.
- Collaborated with Marketing and Support to resolve high-priority cases.
- Analyzed review trends to recommend strategic improvements.
- Maintained consistent brand voice in public-facing engagement.
- Remote
Associate Program Manager
Uber
09.2023 - 01.2025
- Ensured seamless customer care experiences while protecting brand reputation.
- Managed influencer and viral posts across social channels.
- Partnered with Communications and Marketing on brand issues.
- Managed brand crises through social listening and response strategy.
Social Media Associate
Lyft
04.2022 - 04.2023
- Executed social media campaigns to increase brand awareness.
- Monitored metrics and optimized content strategy.
- Engaged with followers to foster loyalty.
- Remote
CRM Specialist
HubSpot
01.2021 - 01.2022
- Conducted data analysis to improve CRM performance.
- Integrated CRM solutions with business systems.
- Troubleshot technical issues using JIRA and internal tools.
- Remote
Customer Experience Associate
Instacart
07.2019 - 01.2021
- Provided customer support via phone, chat, and email, resolving order, delivery, and account issues.
- Investigated and resolved customer complaints while maintaining high satisfaction metrics.
- Verified customer information and order details to prevent fraud and ensure account security.
- Escalated complex cases and collaborated with internal teams to drive resolution.
Fraud Analyst
Bank of America
Kennesaw, GA
09.2017 - 06.2019
- Investigated suspicious transactions and account activity to identify and prevent fraud.
- Performed identity verification (IDV) using KYC data, including name, date of birth, address, and authentication signals.
- Analyzed discrepancies and potential account takeover indicators, taking action to mitigate risk.
- Escalated high-risk cases and collaborated with internal teams to ensure timely resolution.
- Maintained detailed case documentation while adhering to compliance and regulatory standards.
- On-site
Education
Bachelor of Arts - Communications
Liberty University
12.2025
Associate of Arts - Journalism
Georgia State University
12.2017
Skills
- Case Investigation
- Risk Assessment
- Policy Enforcement
- Conflict Resolution
- Evidence Review
- Stakeholder Communication
Timeline
Trust & Safety Sr. Specialist
Thumbtack
03.2025 - Current
Digital Reputation Associate
Nutrafol
01.2025 - 03.2025
Associate Program Manager
Uber
09.2023 - 01.2025
Social Media Associate
Lyft
04.2022 - 04.2023
CRM Specialist
HubSpot
01.2021 - 01.2022
Customer Experience Associate
Instacart
07.2019 - 01.2021
Fraud Analyst
Bank of America
09.2017 - 06.2019
Bachelor of Arts - Communications
Liberty University
Associate of Arts - Journalism
Georgia State University