Summary
Overview
Work History
Skills
Certification
Timeline
Generic

Holland Coleman

Wylie,TX

Summary

I am an encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Trust and Safety Manager

Fansly
06.2023 - Current
  • Team Management: I led a team of analysts and safety specialists, providing guidance, support, and professional development.
  • BPO (Third party) Relationships: I assisted as a point of contact for the current BPO company for anything they may need or improvement opportunities.
  • Project Management: I coordinated cross-functional projects to implement new safety measures and improve existing ones.
  • Data Analysis: I have the ability to interpret large volumes of data to identify trends, patterns, and anomalies that may indicate potential safety issues.
  • KPI Development: Designed relevant KPIs that accurately measure the effectiveness of trust and safety initiatives.
  • Progressive Action Path Development: I worked alongside HR and the director to help develop a fair progressive action path if employees are not meeting minimal standards.
  • Risk Assessment: I evaluated potential risks and their impact on users and the platform.
  • Strategic Thinking: Anticipating future challenges and opportunities in trust and safety, and developing proactive strategies to address them.
  • Develop Standard Operating Procedures (SOPs): Ensured consistency in handling and reporting safety incidents.
  • Quality Checks: Regular audits and reviews of incident reports and responses to ensure adherence to SOPs.
  • Regular Training: Ensured team members are up-to-date with the latest tools, techniques, and regulatory requirements.
  • Stakeholder Engagement: I efffectively communicated with internal and external stakeholders to gather requirements, report findings, and advocate for necessary changes.
  • Training and Development: Educated team members and other departments on best practices in trust and safety.

Trust and Safety Policy/Quality Manager

Meta (Genpact)
01.2017 - 05.2023
  • Team Management: Managed policy experts and quality support analysts for content moderation on multiple social media platforms.
  • Maintained client relationship with weekly and monthly business review calls
  • Improved quality processes for increased efficiency and effectiveness.
  • Followed quality standards and procedures to minimize errors and maximize client satisfaction.
  • Mentored and encouraged employees to strive for excellence while fostering professional growth.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Wrote and implemented new rework procedures to standardize processes and streamline workflow.
  • Evaluated quality problems and performed RCAs to identify and resolve any issues

Nesting Coordinator (Training Management)

General Dynamics
02.2014 - 09.2016
  • Governed the nesting program for agents working for the affordable care act
  • Assisted with new hire orientation and employee training.
  • Developing strategies for the bridge for agents between new hire training and being licensed to operate
  • Maintained security and integrity of sensitive test materials.
  • Determined course schedules and coordinated teaching assignments and room assignments to optimize use of buildings and equipment.
  • Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment.

Skills

  • Six Sigma Green Belt Certified
  • Trust and Safety (Content Moderation) Management
  • KPI Development
  • Quality Assurance Development
  • Microsoft tools (Excel, PowerPoint, etc)
  • Tableau
  • Closing Gaps on Ambiguous Content
  • Strategic Planning
  • Analytics and Reporting
  • Teamwork and Collaboration
  • Department Development
  • Issue Resolution
  • Providing Feedback
  • Insight generation
  • People management
  • Team Training
  • Organization and Time Management
  • Performance Improvement

Certification

  • Six Sigma Greenbelt-My Greenbelt project had a positive impact on metrics (14% uplift ) and a business impact of $335,000 annually
  • Lean Six Sigma

Timeline

Trust and Safety Manager

Fansly
06.2023 - Current

Trust and Safety Policy/Quality Manager

Meta (Genpact)
01.2017 - 05.2023

Nesting Coordinator (Training Management)

General Dynamics
02.2014 - 09.2016

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Holland Coleman