Summary
Overview
Work History
Education
Skills
Timeline
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Jessica Hass

Edinburg,TX

Summary

Ardently dedicated Trust & Safety professional with expertise in content moderation, policy enforcement, team leadership, and data-analysis. Skilled in managing high-risk investigations, including black market activity, fraud, and user safety threats. Proven ability to enhance operational efficiency through SQL dashboard creation and automation tool development. Experienced in training and coaching agents, ensuring alignment on emerging issues, and supporting cross-functional teams. Recognized for intensive due diligence and balancing precise enforcement decisions with empathetic communication to uphold platform integrity and protect online communities.

Overview

9
9
years of professional experience

Work History

Trust and Safety Agent | TOS SME

ZeniMax Online Studios
09.2021 - Current
    • Hired as Tier 1 CS; promoted after 3 months.
    • Enforces community standards across multiple MMO games, game mods, UGC, forums, and social media by moderating harmful content and policy violations.
    • Investigates and actions user reports, game chats, RMT, appeals, fraud, account theft & abuse, scams, bots, and black market/bad-actor activity, enhancing platform safety.
    • Analyzes trends to identify emerging threats and collaborates with cross-functional teams to refine enforcement strategies.
    • Maintains detailed enforcement records, ensuring transparency and compliance with DSA and GDPR regulations.
    • Develops and delivers trainings to upskill new team members through tailored instruction and real-time coaching.
    • Designs SQL dashboards, GUI tools, and macros to streamline workflows and improve team operational efficiency.
    • Manages high-severity escalations, including threats of harm (violence/self-harm), CSAM reports, and urgent moderation cases.
    • Engages with users via email tickets and support forums, maintaining a careful balance of de-escalating user frustrations with active listening while reinforcing policy compliance.
    • Adapts rapidly to evolving policies, industry regulations, and best enforcement practices.
    • Collaborates cross-functionally with policy, legal, and leadership teams to refine and optimize enforcement processes.
    • Monitors account creation patterns daily to detect fraud, sockpuppeting, and coordinated bad-actor behaviors.
    • Drives process improvements, drafting and proposing new enforcement methodologies to balance risk mitigation with user experience, and escalates internal tool issues with detailed documentation.
    • Recognized as a key escalation point, advising multiple teams on enforcement strategies and resolving complex cases efficiently.

Customer Service Representative

Bank of America
05.2021 - 07.2021
    • Provided accurate, prompt responses to customer inquiries over the phone, enhancing customer satisfaction.
    • Verified account information and de-escalated customer frustrations, effectively resolving issues.

Sales and Customer Service (Temp)

Melhart Music Center
08.2019 - 11.2019
  • Resolved customer complaints promptly and professionally, ensuring high customer satisfaction.
  • Offered in-depth product knowledge and processed customer orders with a high degree of accuracy.

Administrative Assistant & Customer Service

Core Mechanical
05.2016 - 08.2019
  • Handled customer complaints efficiently while maintaining a positive attitude, strengthening customer loyalty.
  • Built strong customer relationships through active listening and effective communication.
  • Documented and managed billing issues and service complaints, ensuring accurate company records.

Education

Bachelor - Criminal Justice

South Texas College
01-2027

Certification - Limited Medical Radiologic Technologist (with Medical Assisting Skills)

The College of Healthcare Professions
01-2022

Associate of Applied Science - Computer Science & Programming

South Texas College
01-2020

Skills

  • Investigations & Enforcement: Enforces community guidelines, investigates user reports, and resolves high-risk cases
  • Risk & Crisis Management: Evaluates threats to user safety and platform integrity, making rapid, high-impact enforcement decisions
  • Regulatory Compliance: Ensures DSA, GDPR, and global safety compliance to ensure lawful, ethical enforcement
  • Team Leadership & Coaching: Trains new agents, provides daily guidance across teams, corrects agent errors, and ensures teammates are aware of emerging issues & process changes while maintaining personal workload
  • Process Automation & Workflow Optimization: Drafts and presents process adjustment proposals, builds dashboards, macros, GUIs, and automation tools to improve efficiency and reduce repetitive tasks
  • Technical Tools & Data Analysis: Skilled in internal ticket and investigation tools (queries, dashboards, data analysis), SQL, Microsoft Office Suite, Slack, and Teams
  • Policy Communication: Crafts clear responses to users and translates complex policies across teams
  • Collaboration & Cross-Functional Support: Guides multiple teams, contributes to policy development, and develops best practices
  • Trend Monitoring: Tracks emerging online behaviors to anticipate safety challenges and inform proactive strategy
  • Critical Thinking & Problem-Solving: Preemptively detects patterns, resolves disputes, and balances fairness with enforcement integrity
  • Customer Support & Conflict Resolution: Provides professional, empathetic user support while upholding policy standards

Timeline

Trust and Safety Agent | TOS SME

ZeniMax Online Studios
09.2021 - Current

Customer Service Representative

Bank of America
05.2021 - 07.2021

Sales and Customer Service (Temp)

Melhart Music Center
08.2019 - 11.2019

Administrative Assistant & Customer Service

Core Mechanical
05.2016 - 08.2019

Bachelor - Criminal Justice

South Texas College

Certification - Limited Medical Radiologic Technologist (with Medical Assisting Skills)

The College of Healthcare Professions

Associate of Applied Science - Computer Science & Programming

South Texas College

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