Mariya Johny

Austin,TX

Overview

years of professional experience

Concentrix

Austin

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.

Appen

Austin

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.

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.

Lamar University

Beaumont, TX

12.2023

University of Houston–Clear Lake

Clear Lake

04.2021

Language Models: Experience evaluating LLM responses and applying outputs in customer service contexts
Trust & Safety: Content moderation, abuse detection