Jill Bissonnette
Florence,KY
Summary
As GameStop's Head of Content Moderation team, I am tasked with enforcing GameStop's Terms of Service and other policies by running preventative and detective measures to reduce the risk of violations of our policies on our marketplace.
Overview
10
10
years of professional experience
Work History
Head of Content Moderation
GameStop
09.2022 - 09.2023
- Skilled at working independently and collaboratively in a team environment.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Manage the Moderation Team, overseeing operations both domestically and internationally, ensuring efficient workflow and adherence to quality standards. Additionally, provide leadership, guidance, and support to team members, facilitate training sessions, and implement strategies for continuous improvement.
- Thoroughly assess content assets promptly to ensure they meet quality standards prior to their release on the marketplace. Additionally, collaborate with content creators to provide constructive feedback and suggestions for enhancement, and implement effective review processes to streamline workflow and enhance overall content quality assurance.
- Respond to emails and inquires within a 24 hr SLA. Collaborate cross departmentally with the Business Development team, as well as the Developers to ensure product launches go smoothly.
- Conduct weekly legal counsel gatherings to address matters related to DMCA notices and Cease & Desist requests.
- Develop comprehensive internal and external policies, including Terms of Service (ToS), to establish clear guidelines and standards for both organizational operations and external interactions. Additionally, ensure consistent enforcement of these policies through effective communication, training programs, and monitoring mechanisms. Regularly review and update policies to align with evolving regulatory requirements and industry best practices, fostering a culture of compliance and integrity within the organization.
- Regularly conduct research, formulate, and execute strategies for potential policies aimed at safeguarding both our users and our platform. Additionally, remain proactive in identifying emerging threats and industry trends to continuously enhance our protective measures and ensure a safe and secure online environment for all stakeholders
- Collaborate closely with both internal and external legal advisors, as well as the marketing and public relations departments, to create external-facing materials.
Manager of Trust and Safety
Spring
04.2021 - 09.2022
- Increased team productivity by implementing streamlined processes and effective communication strategies.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Manage the Trust & Safety team to enforce Spring's policies
- Work with Spring's Legal Team to develop and maintain Spring's public facing terms and conditions to ensure they are clear, concise, and user friendly.
- Build and improve Spring's Trust & Safety processes and systems for enforcing policies, including the processes for reviewing users, stores/listings, and intellectual property claims from users and/or external parties.
- Research and analyze industry and competitor standards, legal considerations, and legislative proposals to assess the impact to the business as necessary
- Understand and integrate international standards, regulations, and cultural expectations in support of Spring's global presence and expansion Profile Work experience
- Develop an internal library of resources on policy and enforcement procedures, including a comprehensive training program and any necessary materials for internal teams, as well as any outsourced partners
- Ability to analyze data and use that data to improve policies and procedures
- Ability to manage several projects at once and collaborate across different time zones
- Proactively monitoring the Spring platform for fraudulent, suspicious, harmful, and malicious activity. This includes any potentially infringing content that would violate copyrights and trademarks for third parties.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation
- Flexibility in schedule as I've traveled quarterly stateside and internationally to maintain teams
Risk Analyst / Trust & Safety
TEESPRING / SPRING
03.2014 - 04.2021
- Work with Spring's Legal Team to develop and maintain Spring's public facing terms and conditions to ensure they are clear, concise, and user friendly
- Supervise the Trust & Safety team to enforce Spring's policies
- Build and improve Spring's Trust & Safety processes and systems for enforcing policies, including the processes for reviewing users, stores/listings, and intellectual property claims from users and/or external parties
- Research and analyze industry and competitor standards, legal considerations, and legislative proposals to assess the impact to the business as necessary
- Understand and integrate international standards, regulations, and cultural expectations in support of Spring's global presence and expansion
- Develop an internal library of resources on policy and enforcement procedures, including a comprehensive training program and any necessary materials for internal teams, as well as any outsourced partners
- Ability to analyze data and use that data to improve policies and procedures
- Ability to manage several projects at once and collaborate across different time zones
- Proactively monitoring the Spring platform for fraudulent, suspicious, harmful, and malicious activity. This includes any potentially infringing content that would violate copyrights and trademarks for third parties.
- Running SQL queries for further information within the database that might flag fraudulent and malicious activity.
- Developed short-term goals and long-term strategic plans to improve risk control and mitigation
Education
High School Diploma -
Bristol County Agricultural HS
Dighton, MA06.2003
Skills
- Conducting investigations
- Trend Analysis
- Interpersonal Communication
- Flexible & Adaptable
- Critical thinking
- Conflict resolution
- Responsible
- Staff Management
- Verbal and written communication
- Cultural awareness
- Multitasking abilities
- Self-motivated professional
- Training & Development
- Planning and Coordination
- Data management
Additional Information
Basic Skills & Program Knowledge:
- Microsoft Word/Excel
- PowerPoint
- Adobe
- Google,
- ADP
- AS400
- E2
- Admin
- Stripe
- Paypal
- Ebay
- Amazon
- Wish
- SQL/Redash
- Tiktok
- Youtube
Timeline
Head of Content Moderation
GameStop
09.2022 - 09.2023
Manager of Trust and Safety
Spring
04.2021 - 09.2022
Risk Analyst / Trust & Safety
TEESPRING / SPRING
03.2014 - 04.2021
High School Diploma -
Bristol County Agricultural HS