Ishita Dasgupta

Worked as an Assistant Manager in Trust and Safety domain for a giant E-Commerce Client

• Managed a team of ~20 exotic language experts to ensure the accuracy and relevance of sponsored ads
• Collaborated with engineering and product teams to improve ad targeting and personalization.
• Analyzed Ad performance data to identify opportunities for optimization.
• Sharing the daily updates with the client on the performance and initiating the improvement plan as and when required to stabilize the process
• Actively tracking the incoming and closing volume to achieve the monthly target
• Actively contributed to project team growth by participating in the recruitment and selection of new team members
• Mentored and coached team members to enhance their performance, fostering a culture of continuous improvement
• Proactively designed and implemented a daily volume tracking process to analyze incoming and closing volumes, enabling data-driven decision-making that led to a 99% volume closure rate and minimized backlog. Demonstrated strong analytical and problem-solving skills in optimizing workflow efficiency

Compliance POC :

• Served as the primary point of contact for all compliance-related matters on the Amazon Ad Relevance project.
• Led compliance initiatives for the Amazon Ad Relevance project, significantly reducing non-compliance incidents by 7.5%.

Site Certification: Successfully achieved site certification, ensuring adherence to Amazon's stringent compliance standards, enhancing trust and safety measures

Worked as an Assistant Manager in Content Moderation domain for a Giant Social Networking Client

• Experienced in content moderation with a focus on violent extremism, hate speech, graphic violence, child safety, and other prohibited content on social platforms
• Led a team of ~22+ Multilingual experts to enforce community standards and remove harmful content.
• Transitioned a new project on Nov'19 with a HC of 16 Associates
• Conceptualized Analytical report to understand the Volume incoming and Closing trend
• Developed and delivered training programs to improve moderator performance and reduce attrition
• Initiated an Improvement project to improve the team's productivity by 22% via Kaizen Methodologies
• Introduced Gamification concept as a part of Efficiency Project to improve the recall ability of associates that helped to reduce the False positive by ~1.1%
• Designed sub process SOP which helped to reduce the operational challenges by 25%
• Led a pilot project to establish highly sensitive escalation queues, integrating 15 exotic language experts to address complex customer issues. Successfully reduced escalation backlog, improved first-call resolution rates while ensuring efficient communication and cultural sensitivity

Green Belt Project (Idle Time Reduction) : Identified a Green Belt Project in Sept'20 on Idle time Reduction in scaled review Content Moderation. Completed the project with ~20%

• Improvement

• Content Review :Analyze user reports and proactively identify potentially violating content, including images, videos, and text, related to terrorism, violent extremism, and hate speech, thoroughly maintaining the AHT and consistency of 98.5% through out
• Decision Making : Evaluate content against Organizational Community Standards and make sound judgments on whether to remove, escalate, or take other appropriate actions
• Policy Enforcement: Consistently and accurately apply the policies and procedures related to the subject
• Escalation: Escalate complex or high-priority cases to specialized teams or law enforcement when necessary
• Collaboration: Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency
• Data Analysis: Contribute to data analysis efforts to identify trends and patterns in violating content, helping to inform policy development and enforcement strategies
• Stay Informed: Remain up-to-date on evolving terrorist threats, extremist ideologies, and online tactics
• Acted as a Subject Matter Expert (SME), providing training and guidance to associates on content policies and procedures. Successfully maintained 100% productivity and 100% quality while fostering a collaborative and high-performing team environment