Jaz Jones
Austin
Summary
Safety professional with proven track record in enhancing workplace safety and mitigating risks. Known for strong focus on team collaboration and adaptability to changing needs. Possesses key skills in risk assessment, regulatory compliance, and safety training, ensuring reliable outcomes and improved safety standards.
Overview
7
7
years of professional experience
Work History
Trust & Safety Analyst
XAI Corp
09.2024 - Current
- Resolve cases/tickets in the queuing system, using AI-driven tools to prioritize and categorize content moderation and customer support issues for faster resolution
- Resolve cases/tickets in the queuing system, using AI-driven tools to prioritize and categorize content moderation and customer support issues for faster resolution
- Led content moderation for multiple workflows, implementing proactive detection and enforcement measures to uphold platform safety standards.
- Consistently achieve 100% quality assurance scores on graded tickets, ensuring adherence to company policies and requirements, thereby maintaining platform integrity and exceeding industry standards in user support.
- Support incubation of new workflows, delivering actionable feedback to enhance efficiency and effectiveness.
- Investigate and respond to critical content moderation and customer support challenges across multiple systems.
- Streamline and solidify operational workflows, integrating AI to improve cross-system interoperability and data-driven decision-making.
- Apply content moderation consistently and without bias, exceeding industry standards for support quality.
- Assist in training and performance feedback, helping agents master tools, processes, and policy applications.
- Provide input into policy and program development to meet global regulatory obligations.
Customer Experience Specialist
Revelry
10.2023 - 09.2024
- Managed high-volume customer inquiries via phone and email regarding Revelry's exclusive dress lines, colors, materials, fits, and construction, consistently achieving a 5/5 rating on customer feedback platforms, demonstrating exceptional product knowledge and customer service skills.
- Consistently achieved high outreach volume, making 90–100 incoming/outgoing calls and sending 100+ emails daily to existing and potential customers.
- Achieved high outreach volume, making 90–100 calls and sending 100+ emails daily to existing and potential customers, fostering strong customer relationships.
- Processed and managed 100+ daily customer orders, including cancellations and sample shipments, while addressing inquiries with active listening and effective communication to enhance customer satisfaction.
- Managed daily Shopify operations, processing over 1000 customer orders, updating inventory, and coordinating sample shipments to ensure timely fulfillment.
- Provided hands-on support in shipping, packing, and receiving over 200 orders per shift during peak periods, ensuring timely and accurate order fulfillment.
Commerce Seller Support / Trust & Safety Analyst
Accenture
11.2021 - 08.2023
- Analyzed and interpreted over 200 complex data trends to identify policy violations and emerging risks, ensuring adherence to policy standards and enhancing platform integrity.
- Working in multiple LOBs meeting metrics, including average handling time of 117 seconds/ticket.
- Elevated team performances by 90% in weekly Reason/Accuracy metrics providing valuable insights for strategic improvements.
- Identified business needs and delivered strategic recommendations, enhancing operational efficiency and client success.
- Orchestrated weekly team engagement meetings with 30+ analysts via zoom, boosting collaboration, and increasing project alignment.
- Led weekly team engagement meetings with 30+ analysts via Zoom, fostering collaboration and aligning project objectives.
- Part of the following work organizations: ATX Project Engagement team, Risk, Payments, and Commerce Rewards and Recognition ATX, and Person of Contact.
Work from Home Customer Service Agent
Vacasa
06.2021 - 11.2021
- Resolved between 10-25 technical issues weekly regarding web and mobile tools, enhancing user experience and service efficiency.
- Met inbound customer needs while maintaining strict performance targets while maintaining an average of 5 minutes per call.
- Managed customer calls efficiently in a fast-paced call center environment answering 200+ calls per shift.
- Handled customer inquiries, billing questions, payments, and service requests.
- Processed customer exchanges, refunds and bill adjustments to correct product or service problems.
Royal Service Agent (PBX/Communications)
Fairmont Austin
06.2019 - 05.2021
- Managed over 200 calls, chats, and emails per shift to successfully resolve guest complaints and boosting satisfaction.
- Streamlined reservations and check-in/check-out processes in OPERA PMS, enhancing the guest experience.
- Trained new agents on all tools, phone process, and policies.
- Managed crisis protocol for 5+ emergency scenarios, effectively informing the executive team to enhance decision-making.
- Ensured accurate billing for 500+ guests, enhancing revenue, integrity and guest satisfaction.
- Participated in the Heartist of the Month and PRIDE committees, promoting employee recognition and inclusivity initiatives.
Education
High School Diploma -
Alief Hastings High School
Houston, TX06-2017
Skills
1 Analytical Mindset
Ability to collect, interpret, and communicate data from social media platforms to identify trends, patterns, and potential safety risks This includes monitoring sentiment, detecting harmful or unsafe content, and measuring the impact of safety campaigns
2 Technical Skills
Proficiency with social media analytics tools and data platforms to track safety-related KPIs such as incident reports, compliance mentions, and engagement on safety content
3 Communication Skills
Clear, concise reporting to stakeholders, including translating complex data into actionable safety recommendations This also involves coordinating with legal, compliance, and community management teams
4 Business & Compliance Knowledge
Understanding of safety regulations, industry standards, and platform policies to ensure all social media activities align with legal and ethical requirements
5 Creative Problem-Solving
Designing and adapting safety campaigns, crisis response strategies, and engagement tactics that resonate with audiences while maintaining brand safety
6 Continuous Learning
Staying updated on platform algorithm changes, emerging safety risks, and best practices in digital safety to adapt strategies proactively
Timeline
Trust & Safety Analyst
XAI Corp
09.2024 - Current
Customer Experience Specialist
Revelry
10.2023 - 09.2024
Commerce Seller Support / Trust & Safety Analyst
Accenture
11.2021 - 08.2023
Work from Home Customer Service Agent
Vacasa
06.2021 - 11.2021
Royal Service Agent (PBX/Communications)
Fairmont Austin
06.2019 - 05.2021
High School Diploma -
Alief Hastings High School