Katy Messer
Snohomish,WA
Overview
9
9
years of professional experience
Work History
Minecraft Trust and Safety Team Lead
Apex Systems INC.
05.2021 - 04.2023
- Create SharePoint documentation and material for team and management to supplement training/processes that reduced onboarding by 50% of the expected time
- Manage a team of 15 employees, providing personal performance, and present the report weekly, monthly, and quarterly to agents
- Collect and audit data of team metrics and use information to mentor agents and set goals for business needs
- Organize and conduct weekly meetings, and regularly present to a team of up to 30 employees
- Provide input of business policy and directives using vast prior knowledge of Trust and Safety expertise
- Work regularly with business partners, both internal and external, to resolve business needs, requiring use of critical thinking skills and professional handling of tasks while maintaining clear communication
Minecraft Trust and Safety Team Agent
Apex Systems INC.
04.2020 - 05.2021
- Analyze and investigate high-risk scenarios as they were made available via multiple internal queues
- Deal with sensitive, confidential customer data
- Maintain respective SLAs across multiple internal tools according to contract with Microsoft
- Interface with customers regarding sensitive account information
- Communicate with external escalation teams and present data needed in an orderly and professional manner
Xbox Live Quality Systems Analyst
Apex Systems INC.
04.2017 - 07.2019
- Work across several queues using internal tools as part of a team that pushed for Xbox Live's online safety initiatives and standards
- Investigate and interact with high risk customer data and sensitive content
- Provide daily workflow reports showing progress throughout the day, providing Management with evidence of work done
- Manage and delegate tasks to others to ensure projects and workload are completed properly and efficiently
Lead Graphic Designer
Chico Pops Gourmet Popcorn
06.2014 - 01.2016
- Create original design of Logo and Company bags
- Manage and delegate a small team to work on projects and necessary tasks
- Work with multiple outside vendors to acquire marketing tools and positive relations
- Present new and innovative ideas to help the company excel with growth and success
Skills
- Program knowledge in Microsoft Office Suite, Zendesk, and SharePoint
- Quick to learn other programs and internal tools
- 73 WPM touch typist
- Strong and clear communication skills
- Exceptional ability to manage time and properly handle various tasks at once
- Thorough investigative skills and great attention to detail
- Excels in critical thinking and resolving problems
References
Provided upon request.
Timeline
Minecraft Trust and Safety Team Lead
Apex Systems INC.
05.2021 - 04.2023
Minecraft Trust and Safety Team Agent
Apex Systems INC.
04.2020 - 05.2021
Xbox Live Quality Systems Analyst
Apex Systems INC.
04.2017 - 07.2019
Lead Graphic Designer
Chico Pops Gourmet Popcorn
06.2014 - 01.2016
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