Jira
Hawa Rahimi
Bay Area,CA
Summary
Resourceful Trust & Safety Specialist with a comprehensive skill set spanning problem-solving, data analysis, and customer service. Proven ability to moderate highly sensitive content, manage multiple projects, optimize processes, and deliver outstanding support. Proficient in documentation management, quality assurance, and technical communication, with a keen eye for detail and a commitment to excellence. Ready to apply expertise in risk management, process improvement, and user experience to enhance safety measures and protect online communities effectively.
Overview
9
9
years of professional experience
Work History
Trust & Safety Documentation Specialist
Etsy (Contract)
03.2023 - 06.2023
- Spearheaded creation and upkeep of user-facing documentation, ensuring alignment with legal and regulatory mandates.
- Led cross-functional collaboration with legal, product, and engineering teams to maintain accurate trust and safety policies.
- Collaborated closely with customer support teams to address user inquiries and concerns promptly.
Content Review Analyst
Accenture For Facebook
10.2019 - 07.2022
- Managed daily risk review, focusing on resolving cases efficiently with minimum quality score of 93%.
- Supported ongoing platform enhancements by providing detailed feedback and recommendations for content review process improvements.
- Identified patterns in user behavior to predict potential areas of concern within platform's content ecosystem.
- Promoted brand integrity by ensuring adherence to established guidelines during each stage of review process.
Senior Support Lead / Content Specialist
Treez
06.2018 - 12.2018
- Managed team of support professionals, fostering teamwork and setting performance goals.
- Developed and built knowledge base system utilizing Zendesk through internal process analysis, creation of over 50+ content guides, and development of macros and decision trees to drive uniform support responses, leading to increased client support success.
- Conducted regular performance evaluations and provided constructive feedback for continuous improvement among team members.
- Proactively identified potential product flaws through pattern analysis of recurring customer issues.
Student Experience Coordinator
Udacity
03.2017 - 06.2018
- Supported over 50 students for student enrollment and community management for Android Basics, Android Developer, and iOS Developer Nanodegree programs to design and produce valuable communications.
- Advocated for Udacity students and company vision using variety of tools (Zendesk, Google Docs, and more) to build strong cross-functional relationships while understanding engagement metrics to make data-driven decisions.
- Enhanced operational workflows by maintaining well-organized documentation systems and updating records accurately as needed.
- Developed 200-page training manual for new hire onboarding that included key resources, schedule opportunities, stakeholder breakdown, and expectations within 2 months.
Global Support Specialist, Tier II
Netflix
10.2014 - 06.2015
- Received and tracked inbound customer calls and handled in-depth technical and product-based questions/escalations from customer service centers around the world.
- Served as key resource for general and technical questions through participation in support chats and team meetings to investigate and document complex technical issues impacting streaming service.
- Implemented process improvements to reduce case resolution time and enhance overall service quality.
- Assisted Tier 3 team in coordinating Customer Service response to service issues and outages.
Education
Coursera: Google Cybersecurity Professional
Graphic Design -
Expression Digital College
Emeryville, CAHigh School Diploma -
Newark Memorial High School
Newark, CA06.2007
Skills
- Content Analysis
- Expert Problem Solving
- Documentation Management
- Quality Assurance
- Technical Communication
- Management Collaboration
- Zendesk, Jira, Confluence
- Quality Assessment
- Desktop Support
- User Experience
- Microsoft Office and Mac OS
- Process Improvement
Software
Zendesk
SQL
Linux
Confluence
Microsoft Office
Trello
CRM
Timeline
Trust & Safety Documentation Specialist
Etsy (Contract)
03.2023 - 06.2023
Content Review Analyst
Accenture For Facebook
10.2019 - 07.2022
Senior Support Lead / Content Specialist
Treez
06.2018 - 12.2018
Student Experience Coordinator
Udacity
03.2017 - 06.2018
Global Support Specialist, Tier II
Netflix
10.2014 - 06.2015
Coursera: Google Cybersecurity Professional
Graphic Design -
Expression Digital College
High School Diploma -
Newark Memorial High School
Similar Profiles
Tomas SanchezTomas Sanchez
Freelance Illustrator at ContractFreelance Illustrator at Contract
DAVI ARMANINODAVI ARMANINO
Freelance Producer & Writer at ContractFreelance Producer & Writer at Contract
Veronica GrozavVeronica Grozav
Self-Employed Business Owner at EtsySelf-Employed Business Owner at Etsy