Hannah Clemente
Six Flags
Grand Prairie,Texas
1
Certification
7
years of professional experience
Detail-oriented Trust & Safety and Fraud & Risk Operations professional with expertise in investigating policy violations and conducting account integrity reviews. Strengths include fraud investigations, policy enforcement, and cross-functional collaboration, driving process improvements and enhancing user safety in high-volume technology environments.
Work History
Natl. Support Lead
1 Year 1 Month- Lead a team of 15+ employees in a high-volume operational environment.
- Managed operational queues to meet SLA and quality standards.
- Investigated and resolved escalated customer and operational issues, ensuring policy adherence and mitigating risks.
- Improved workflows, staffing allocation, and communication to enhance operational efficiency.
Operations Investigation Specialist
5 Months- Investigated user accounts and behavioral activity, identifying policy violations and trust & safety risks to enhance platform safety.
- Conducted account integrity reviews and enforced platform policies, ensuring compliance and supporting marketplace integrity.
- Performed account integrity reviews and enforced platform policies to support marketplace integrity.
- Ensured background check compliance and documented investigation outcomes, contributing to thorough and accountable investigations.
Fraud & Risk Specialist
1 Year 2 Months- Executed fraud investigations and partnered on risk mitigation initiatives to enhance security measures.
- Identified suspicious activity through account and transaction reviews, minimizing potential fraud exposure.
- Designed standardized review processes for platform security and account investigations.
- Developed onboarding documentation and training resources, streamlining new employee integration.
Trust & Safety Team Lead
2 Years 10 Months- Led investigations involving user safety, policy violations, and high-priority escalations.
- Collaborated with fraud, safety, customer experience, and communications teams to resolve complex cases and enhance overall user safety.
- Trained team members on investigation techniques, policy interpretation, and effective escalation management to improve case handling.
- Developed and implemented workflow improvements to streamline case processing and reduce resolution time.
Education
Bachelor of Applied Science (B.A.Sc.) - Digital Communications & Multimedia
Skills
Trust & Safety Operations
CSAM investigations
Fraud Detection and Prevention
Risk Assessment
Case analysis
Policy Enforcement
Account Integrity
User Safety
Escalation Management
Root Cause Analysis
SLA Management
Process Improvement
Personal Information
Title: Trust & Safety | Fraud & Risk Operations Specialist
Certification
- Certified Sexual Assault Advocate (NOVA) March 2021
- Google UX Design Professional Certificate
- Build Wireframes and Low-Fidelity Prototypes (March 2023)
- Start the UX Design Process: Empathize, Define, and Ideate (February 2023)
- Foundations of User Experience (UX) Design (November 2022)
Timeline
Natl. Support Lead
Six Flags
09.2025 - CurrentRead More
Operations Investigation Specialist
Airbnb
01.2025 - 06.2025Read More
Fraud & Risk Specialist
Instacart
05.2023 - 07.2024Read More
Trust & Safety Team Lead
Lyft
01.2020 - 11.2022Read More
Middle Tennessee State University
Bachelor of Applied Science (B.A.Sc.) from Digital Communications & Multimedia
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