Summary
Overview
Work History
Education
Skills
Timeline
Generic

Estefhani Guerrero

Austin,,TX

Summary

Bilingual Trust and Safety Expert with 4 years of experience in E-Commerce and Trust and Safety. Proven track record in enhancing user safety on social media platforms while driving business objectives.

Overview

4
4
years of professional experience

Work History

Vendor Operations Speciallist

TikTok
Austin, TX
2024.08 - 2026.07
  • Onboarded and trained 25+ newly hired agents, providing instruction on moderation policies, escalation procedures, and quality expectations.
  • Managed on-call duty plans and work queue assignments, ensuring appropriate staffing coverage across rotating 24-hour moderation shifts and support timely responses by on-call agents.
  • Monitored performance dashboards daily to track SLA compliance, moderation accuracy, productivity, response times, and backlog health, identifying trends and supporting operational decisions.

Quality Analyst, TikTok Shop

TikTok
Austin, TX
2024.02 - 2024.08
  • Reviewed 100+ TikTok Shop product listings, escalations, and seller appeals daily, partnering with Account Managers to ensure policy compliance and a positive seller experience.
  • Work with Policy teams, providing actionable feedback to resolve ambiguity across internal policy guidelines, and identified policy gaps, enhancing the content review process.
  • Reduced the overall violation mismatch rate by 27% by implementing quality improvement initiatives and processes (root cause analysis, knowledge gaps, error trends, implementing corrective actions, and enhancing quality measures).

Content Moderator

Meta (Accenture)
Austin, TX
2022.06 - 2023.08
  • Investigated user-reported and system-flagged fraudulent activity by analyzing transaction histories and verifying product listings against local market standards.
  • Reviewed 200+ e-commerce shops weekly on Facebook Marketplace, flagging and escalating listings containing illegal or prohibited products to ensure alignment with platform policies and regional compliance standards.
  • Collaborated with Policy teams to identify gaps and inconsistencies in moderation guidelines, delivering actionable feedback that helped clarify enforcement criteria and improve reviewer accuracy across global markets.

Education

Associate of Applied Science - Pre-Health Sciences

Austin Community College
Round Rock, TX
2021-08

Associate of Arts - Spanish

Austin Community College
Austin, TX
2021-08

Skills

  • Data analytics (trend analysis, KPI reporting, Excel proficiency, RCA's, SQL, Tableau)
  • Stakeholder engagement (presenting insights, aligning XFN teams on project goals)
  • Project & Program Management (BPO vendor oversight, On-Call scheduling, process documentation & SOP creation)
  • Trust and Safety (content moderation, policy enforcement, quality assurance, task prioritization)

Timeline

Vendor Operations Speciallist

TikTok
2024.08 - 2026.07

Quality Analyst, TikTok Shop

TikTok
2024.02 - 2024.08

Content Moderator

Meta (Accenture)
2022.06 - 2023.08

Associate of Applied Science - Pre-Health Sciences

Austin Community College

Associate of Arts - Spanish

Austin Community College
Estefhani Guerrero