Erin Wood
Nashville,TN
Summary
Trust and Safety professional with 6 years of experience safeguarding online communities and upholding high standards of digital integrity. Over 3 years of leadership experience in building and mentoring high-performing teams, ensuring compliance with safety protocols, and driving operational excellence. Proven ability to foster user trust through empathetic support, clear communication, and effective resolution of safety concerns.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Content Moderation Team Lead
TikTok
12.2021 - Current
- Lead, mentor, and guide team members to ensure high performance and alignment with productivity goals
- Serve as a subject matter expert in key areas, including Minor Safety (CSAM), Misinformation, Violent Acts, Hate Speech, and Adult Sexual Activity, ensuring policy alignment and effective moderation
- Develop and implement Standard Operating Procedures (SOPs) for workflows and collaborate across teams (Quality Assurance, Training, Policy, and Legal) to ensure adherence to safety policies
- Conduct policy and case audits to revise or implement new policies, ensure moderators meet Key Performance Indicators (KPIs), and maintain policy comprehension
- Create and manage spreadsheets to track moderators' quality scores and average handle time, ensuring transparency and data-driven performance improvement
- Assist with queue management to meet Service Level Agreements (SLAs) and prioritize workflows effectively during high volumes
- Foster trust and collaboration within teams, ensuring global alignment and bridging cultural gaps in policy understanding
- Facilitate operational adjustments and drive team meetings to address goals, progress, and challenges
Senior Customer Success Manager
Yoshi
05.2021 - 11.2021
- Managed a team Customer Success Managers, providing guidance and support to achieve team goals
- Addressed customer needs, questions, and concerns promptly via text messaging and email, ensuring high customer satisfaction
- Coordinated and delivered comprehensive training programs for newly hired Customer Success Managers
- Collaborated effectively with Operations, Engineering, Sales teams, and the CEO to deliver exceptional service to both individual customers and fleet accounts
- Conducted weekly one-on-one meetings to recognize Customer Success achievements and identify areas for improvement
- Presented weekly updates to stakeholders addressing trending customer concerns and devising strategies to increase
- Interviewed and evaluated candidates to expand and strengthen the Customer Success team
Trust and Safety Specialist
Lyft, Inc.
07.2018 - 05.2021
- Researched and identified potential risks, mediated between parties, and diffused situations before they escalated
- Reduced risks of repeated occurrences by conducting thorough investigations, communicated with the offender and reporting parties, and quickly resolved safety-related incidents
- Maintained required documentation and final decisions through reports distributed to management teams
- Provided timely and effective communication to Lyft employees via Slack, ensuring swift resolution of concerns and seamless collaboration on safety matters
- Engage with drivers and passengers using Zendesk to handle inquiries and resolve issues via email and chat
- Stay up-to-date with company policies, products, and services to provide accurate information to customers
- Collaborate with cross-functional teams to develop and implement strategies for enhancing user safety and trust
Senior Recovery Resolution Representative
PAYMENT RESOLUTION SERVICES, LLC
06.2016 - 05.2018
- Used persuasive technique and offered alternative payment plans to secure payments
- Increased profits by reviewing, researching, and negotiating various claims
- Maintained a commitment to continuous improvements by analyzing and identifying trends
- Tracked and communicated progress by writing and distributing reports on claim recovery
Customer Service Representative - Insurance Verifications & Insurance Billing
Professional Account Services Inc.
05.2013 - 05.2016
- Oversaw claim research, investigations, and resolution to maintain strong rates of satisfaction and retention
- Preserved data integrity by using proprietary systems to update and track insurance and patient information; collected insurance and workers' compensation information for billing purposes
- Investigated rejections and denials, payments and adjustments, and resolved escalations in a timely manner
- Identified discrepancies by reviewing the Explanation of Benefits for patient responsibility and determining appropriate actions to resolve dissatisfaction related to billing or patient care
- Reduced collection accounts by negotiating payment options for full or partial balances
Pharmacy Customer Service Associate
Vanderbilt University Medical Center
12.2010 - 12.2012
- Interacted with customers at prescription drop off and pick up stations to verify information, verify correct pricing, and file prescriptions as required
- Collected and processed cash and credit card payments
- Performed leadership duties for closing the pharmacy, counting down the drawers, processing end-of-day reports, and delivering and checks for deposits
- Assisted over 100 customers daily with their prescription and over-the-counter product inquiries, enhancing satisfaction scores by 25% through comprehensive product knowledge and efficient communication
- Processed over 150 prescriptions daily with 99% accuracy, ensuring compliance with all regulatory standards and enhancing customer satisfaction through exceptional service quality
ELA Teacher
Metro Nashville Public Schools
08.2008 - 12.2009
- Instructed classes of 20+ students, implementing 8th ELA state-wide standards
- Facilitated peer coaching for students, organizing small groups of high performers paired with lowering performing students
- Assessed daily work through summative assessments and weekly writing prompts
- Prepared students for statewide standardized testing
- Collaborated cross-functionally with 8th grade Teams to increase overall reading comprehension for low performing students
- Designed and implemented an engaging curriculum that improved student literacy rates by 15% over one academic year, utilizing diverse instructional methods and integrating technology into lesson plans
- Served as the boys and girls Head Track and Field coach
Education
Bachelor of Arts - English
Tennessee State University
Nashville, TN01.2008
Skills
- Communication
- Interpersonal
- Writing
- Leadership
- Problem-solving
- Team building
- Time management
- Critical Thinking
- Editing
- Employee training
- Coaching and mentoring
- Interviewing
Websites
Certification
Victim's Advocate, National Advocate Credentialing Program, 01/01/20, Certified to assist victims of abuse
Timeline
Content Moderation Team Lead
TikTok
12.2021 - Current
Senior Customer Success Manager
Yoshi
05.2021 - 11.2021
Trust and Safety Specialist
Lyft, Inc.
07.2018 - 05.2021
Senior Recovery Resolution Representative
PAYMENT RESOLUTION SERVICES, LLC
06.2016 - 05.2018
Customer Service Representative - Insurance Verifications & Insurance Billing
Professional Account Services Inc.
05.2013 - 05.2016
Pharmacy Customer Service Associate
Vanderbilt University Medical Center
12.2010 - 12.2012
ELA Teacher
Metro Nashville Public Schools
08.2008 - 12.2009
Victim's Advocate, National Advocate Credentialing Program, 01/01/20, Certified to assist victims of abuse
Bachelor of Arts - English
Tennessee State University
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