Summary
Overview
Work History
Education
Skills
Languages
Timeline
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JOSE MACEDO

Austin,TX

Summary

Tech-savvy innovator with 4 years of hands-on experience in the Trust & Safety field. Proactive, and goal-oriented professional with excellent time management and problem-solving skills. Known for my reliability and adaptability, with swift capacity to learn and apply new skills. Committed to applying these qualities to drive team success and contribute to organizational growth.

Overview

6
6
years of professional experience

Work History

Trust and Safety

Accenture/Whatsapp
10.2019 - 07.2023
  • As a Trust and Safety agent I reviewed and analyzed user profiles, videos, pictures, & text-based content
  • Handled multiple workflows for both Consumer and Business accounts. (Examples: CSAM, Compromised Accounts, Ban Appeals, Extortion, Support and Abuse)
  • Helped both QA's & SME's teams with shadowing/training sessions to help colleagues improve their knowledge on their given workflows.
  • Demonstrated critical thinking and attention to detail to revise current policies to improve the overall experience for both agents and users.
  • Continuously hit above the expected client target in every workflow I was assigned to. Handling 30-150 tickets per hour depending the workflow, and keeping my accuracy above 90%.
  • Adhered strictly to confidentiality protocols when handling sensitive information.
  • Tracked metrics related to key performance indicators such as response time, resolution rate in order to measure the effectiveness of moderating activities.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.

Personal Care Advocate

Prescription Lifeline
04.2024 - 06.2025
  • Collaborated with healthcare professionals to coordinate services for patients needing additional assistance.
  • Educated clients on available healthcare options, including insurance coverage and financial aid programs.
  • Managed around 20-30 incoming calls, emails, and faxes per day for customers.
  • Created detailed case notes to document progress in client's medication plans.
  • Conducted regular audits of patient files in order to ensure accuracy.
  • Initiated outreach activities in order to build trust between the organization and the patient.
  • Responded promptly to inquiries from customers regarding their applications.
  • Maintained a high level of professionalism when interacting with customers at all times regardless of any difficult situations that may arise during the course of processing their application.

Education

High School Diploma -

Lanier High School
Austin, TX
06.2013

Skills

  • Fact-Checking
  • Excel expertise
  • Policy Revision
  • Accuracy and attention to detail
  • Adaptability and flexibility
  • Data analysis
  • Training & Development
  • Problem solving
  • Multitasking Abilities
  • Organization and time management

Languages

Spanish
Native or Bilingual
English
Native or Bilingual

Timeline

Personal Care Advocate

Prescription Lifeline
04.2024 - 06.2025

Trust and Safety

Accenture/Whatsapp
10.2019 - 07.2023

High School Diploma -

Lanier High School

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