Mariya Johny
Austin,TX
Overview
6
6
years of professional experience
Work History
Social Media Case Management Specialist
Concentrix
07.2024 - Current
- Supported Meta's government, political, and social issues department by managing complex case escalations and ensuring regulatory compliance.
- Leveraged Meta's LLaMA language model to research platform-specific issues and revise communications, enhancing clarity and accuracy.
- Delivered policy-compliant, trust-and-safety-aligned solutions for Meta Ads, Business Suite, and Pages through technical troubleshooting.
- Navigated time-sensitive and geopolitical inquiries, maintaining professionalism during high-pressure scenarios.
- Achieved key performance metrics while adapting to fast-evolving platform updates and compliance guidelines.
- Managed a caseload of diverse clients, successfully addressing their unique needs while maintaining high standards of service delivery.
Search Engine Evaluator
Appen
10.2023 - 03.2024
- Evaluated language model outputs for accuracy, coherence, and relevance in response to global search queries.
- Flagged inappropriate or policy-violating content to ensure alignment with trust and safety standards.
- Assessed results from large-scale language models to improve algorithmic performance and user safety.
- Delivered insights on user experience trends and content integrity to support abuse mitigation strategies.
- Evaluated online content based on guidelines, ensuring compliance with quality standards.
- Conducted assessments of web pages for credibility and authority, influencing ranking decisions.
Customer Service Representative
InfoCision
04.2019 - 08.2022
- Resolved customer issues across diverse industries, consistently exceeding call center KPIs.
- Communicated effectively with users while adhering to shifting campaign requirements and product knowledge.
- Supported customer trust through compliance with internal standards and regulatory procedures.
- Resolved customer inquiries through effective communication and problem-solving skills.
Education
Master of Science - Management Information Systems
Lamar University
Beaumont, TX12.2023
Bachelor of Science - Biology
University of Houston–Clear Lake
Clear Lake04.2021
Skills
- Data Analysis & Visualization: Power BI, Tableau
- Tools: CRM, Meta Ads Manager, Google Workspace, Microsoft Office
- Language Models: Experience evaluating LLM responses and applying outputs in customer service contexts
- Trust & Safety: Content moderation, abuse detection
Timeline
Social Media Case Management Specialist
Concentrix
07.2024 - Current
Search Engine Evaluator
Appen
10.2023 - 03.2024
Customer Service Representative
InfoCision
04.2019 - 08.2022
Master of Science - Management Information Systems
Lamar University
Bachelor of Science - Biology
University of Houston–Clear Lake