Cole H. Potter

• Managed daily operations, including work distribution, capacity planning, scheduling and maintaining SLA's all while increasing a high accuracy average.
• Led and developed 15+ platform safety agents, ensuring adherence to community guidelines and improving team efficiency through strategic oversight, weekly one-on-one's and leading by example through hands-on moderation
• Responded to trust and safety inquiries from internal and external stakeholders, auditing safety agents' work to maintain accuracy and conducting weekly reviews on key deliverables.
• Became a subject matter expert in several workflows focused on emergency response, livestream, chat moderation and underage users.
  

• Designed and conducted engaging instructor-led training sessions, including train-the-trainer programs for multiple vendor sites, enhancing training effectiveness and engagement.

• Developed and managed multi-day training programs, ensuring content relevance and effectiveness across the site.

• Subject matter expert (SME) across several workflows and policy verticals in order to deliver the most effective training possible.

• Reviewed user-generated content for compliance with community guidelines and policies.

• Provided exceptional customer service in an extremely fast paced environment.
• Managed dining area cleanliness and organization to enhance guest experience.
• Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
• Trained new servers on menu knowledge, service standards, and POS system usage.
• Occasionally stepped in to help bartend and be a designated food runner.