DOUGLAS CASTILLO
Austin,TX
Summary
Dynamic Trust and Safety Analyst with a proven track record, excelling in user behavior analysis and content moderation. Adept at policy writing and client relationship management, I have successfully collaborated with cross-functional teams to enhance compliance strategies, ensuring a safe user experience while maintaining high productivity and quality standards.
Overview
9
9
years of professional experience
Work History
Trust and Safety Analyst
TikTok
Austin, TX
12.2023 - Current
- Analyzed trends in user behavior to inform future moderation strategies.
- Reviewed user-generated content for compliance with community guidelines.
- Identified and flagged inappropriate material across various platforms.
- Collaborated with cross-functional teams to enhance content policies.
- Reviewed the effects made by users, and assisted with the functionality of user-created effects.
Trust and Safety Analyst
Accenture Flex
12.2022 - 12.2023
- Developed and maintained policy governance to support high-volume international law enforcement requests.
- Ensured scrutiny of requests in compliance with applicable laws and established guidelines.
- Facilitated policy escalations concerning sensitive matters from global teams and cross-functional partners.
- Operated law enforcement databases for tracking incidents and reports.
- Led engagement team to enhance collaboration and effectiveness among stakeholders.
Payments Analyst
Accenture Flex
08.2022 - 12.2022
- Monitored real-time queues and analyzed high-risk transactions from specified points of sale within the business portfolio.
- Conducted reviews of flagged transactions and reports that showed potential suspicious activity.
- Analyzed and reviewed confidential, highly sensitive investigative material concerning various parties.
- Participated in group discussions with team members to develop new ways to combat fraud.
- Productivity Rockstar, November 2022.
Cashier/ Curbside
HEB
10.2021 - 08.2022
- Provided excellent customer service/customer interaction
- Monitored and managed potential front-end shrink
- Answered product related questions for customers and demonstrated suggestive selling techniques
- Verbal communication skills
Order Fulfillment/ Customer Relations
Home Depot
05.2017 - 10.2018
- Managed order queue
- Took phone calls with customers to lock in details related to submitted orders
- Communicated with associates to maximize productivity
- Discussed innovative ways to speed up work flow with upper management in order to meet deadlines
- Accommodated customers with updated discounts for product related to orders
- Provided hospitable customer service
- Answered product related questions for customers over the phone and in person
- Strong numeracy skills
- Friendly service and accuracy in handling customer transactions
Education
High School Diploma -
Westwood High School
Austin, TX05-2018
Skills
- Client relationship management
- Presentation delivery
- Coaching
- Training
- Microsoft Office and Google G Suite
- Customer relations
- Customer support
- Policy writing
- Content moderation
- Fraud detection
- Risk assessment
- Incident reporting
- User behavior analysis
References
- Maria Gomez, +1 (512) 571 7065, maria.b.gomez@accenture.com
- Amanda Joseph, +1 (512) 203 6216, amanda.k.joseph@gmail.com
Timeline
Trust and Safety Analyst
TikTok
12.2023 - Current
Trust and Safety Analyst
Accenture Flex
12.2022 - 12.2023
Payments Analyst
Accenture Flex
08.2022 - 12.2022
Cashier/ Curbside
HEB
10.2021 - 08.2022
Order Fulfillment/ Customer Relations
Home Depot
05.2017 - 10.2018
High School Diploma -
Westwood High School