Michelle Bray
Austin,Texas
Summary
Seeking to leverage my extensive experience in content moderation and customer service in a challenging role focused on and trust and safety within a dynamic team environment.
Overview
6
6
years of professional experience
Work History
Content Moderator/Trust & Safety (YouTube)
Accenture
01.2023 - Current
- Investigate and swiftly remove graphic content related to online child endangerment and exploitation, ensuring the safety of minors
- Taking immediate action on time-sensitive material
- Reviewing and assessing user escalations involving children and minors from Law Enforcement and other relevant teams
- Maintaining updated knowledge of policies for accurate actioning
Risk Operations Analyst (Meta)
Accenture
03.2020 - 01.2023
- Reviewed and acted upon potentially infringing Intellectual Property reports following company policies
- Managed Intellectual Property, Trademark, and Copyright content takedown processes
- Achieved 100% quality maintenance and correct handling of incoming reports
Corporate Customer Service Representative
Tiff's Treats Command Center
01.2019 - 03.2020
- Assisted customers with placing orders across all company stores
- Facilitated necessary edits and changes to customer orders and addressed inquiries regarding the menu and website
- Handled customer escalations, supporting teammates in resolution
International Customer Service Specialist
EBay
07.2018 - 01.2019
- Implemented new call handling processes for high volumes, ensuring efficient customer support
- Maintained updated knowledge of policies for accurate customer information
- Provided feedback on individual performance and collaborated for rapid resolution of escalated complaints
Corporate Customer Service Representative
Apple
07.2017 - 07.2018
- Monitored call queues during peak periods, ensuring prompt responses
- Built strong customer relationships, resolving complex issues, and delivering superior service
- Compiled reports on customer inquiries, trends, and performance metrics
Education
General Education -
St. Philip's College
San Antonio, TX03.2012
Diploma -
Judson High School
06.2011
Skills
- Trust and Safety
- Safety and Risk Assessments
- Child Safety
- Customer Service
Timeline
Content Moderator/Trust & Safety (YouTube)
Accenture
01.2023 - Current
Risk Operations Analyst (Meta)
Accenture
03.2020 - 01.2023
Corporate Customer Service Representative
Tiff's Treats Command Center
01.2019 - 03.2020
International Customer Service Specialist
EBay
07.2018 - 01.2019
Corporate Customer Service Representative
Apple
07.2017 - 07.2018
General Education -
St. Philip's College
Diploma -
Judson High School
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