Nick Davis
Trust & Safety professional agent
Austin,Tx
Summary
Motivated and highly productive Trust & Safety professional agent. Experienced Content Moderation Specialist with over 7 years in handling customer inquiries, ensuring policy compliance, and contributing to operational improvements. Proven ability to analyze and resolve complex issues, support cross-functional teams, and drive client satisfaction. Adept at building and maintaining effective working relationships with co-workers and clients through outstanding interpersonal and team building skills.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
13
13
years of professional experience
Work History
Trust and Safety
X (Formerly Known As Twitter)
Austin, TX
11.2023 - 02.2026
- Conduct detailed reviews of customer service tickets, ensuring adherence to trust and safety policies while maintaining high standards of user support.
- Supported advertising operations by reviewing and moderating sensitive content for high-profile clients, ensuring compliance with policy and regulatory standards across political, violent, and adult material.
- Implemented new response templates and optimized workflows within our tooling software, leading to a significant increase in ticket resolution efficiency across my team.
- Trained new agents on policy updates and platform tools, significantly reducing onboarding time and enhancing team performance by 30% during the on-ramp phase.
- Collaborated with cross-functional teams, including Payment Risk, Premium Business, and Ad Support, to gather insights and implement customer-first solutions, improving cross-department efficiency.
- Played a key role in cross-training initiatives and existing senior agents, using reverse shadowing and shadowing methods to upskill team members, resulting in higher resolution rates and improved case quality.
- Administered 1:1 reviews, providing personalized feedback to agents to foster growth and improve individual performance.
- Adapted quickly to frequent changes in platform policies and features, consistently delivering exceptional customer service in a dynamic environment.
Trust and Safety - Content Moderator
Accenture (Meta/Facebook)
Austin, TX
10.2018 - 01.2023
- Reviewed and managed user-reported content for a Fortune 500 client, ensuring compliance with company and legal guidelines.
- Reduced content moderation error rate through self-feedback and continuous improvement, maintaining an above 99% QA score while consistently achieving 214% daily productivity.
- Acted as a Subject Matter Expert (SME) for assigned verticals, providing insights and support to cross-functional teams.
- Analyzed content using advanced moderation tools, identifying trends and escalating potential violations, contributing to safer online spaces.
- Collaborated with a global team to ensure 24/7 coverage, improving policy adherence by identifying and recommending process adjustments.
Customer Support Representative
Bethesda Game Studios
08.2018 - 08.2021
- Troubleshot technical, financial, and account inquiries for high-profile clients, resolving issues quickly and effectively.
- Supported live broadcasts and content moderation across platforms, maintaining compliance with company standards and policies.
- Improved new hire onboarding and training processes, serving as a key contact for department leadership and helping to increase team productivity.
- Identified and resolved issues impacting customer satisfaction, driving a 95% customer retention rate within managed accounts.
In Game Support
Blizzard Entertainment
08.2016 - 02.2018
- Provided multi-channel customer support (phone, live chat, ticket responses) for technical, payment, and account issues, resolving inquiries within SLA guidelines.
- Conducted in-game content moderation to ensure a safe and positive environment, escalating threats and violations appropriately.
- Assisted in managing special events, including live stream moderation for high-traffic gaming events, contributing to a 98% customer satisfaction rate.
Customer Support Representative
AT&T
10.2012 - 03.2014
- Provided technical support to customer's inquiring about Delivered technical and account support for AT&T GoPhones, ensuring prompt resolution of customer concerns.
- Supported training for new hires, equipping them with effective communication and technical troubleshooting skills, which led to a 30% decrease in common support queries.
- Frequently received positive feedback from customers for providing exceptional service, improving client satisfaction scores.
Education
Associate Degree - Game Development and production
Northwest Vista College
San Antonio College01.2014
Skills
Social Media, Risk Assessment, Customer Relationship Management (CRM) Communication, Creativity, Critical Thinking, Fast Learner, Flexibility, Organization, Problem Solving, Management, Team Player, Data Analysis, Friendly, positive attitude, Teamwork and collaboration,
Computer skills
Timeline
Trust and Safety
X (Formerly Known As Twitter)
11.2023 - 02.2026
Trust and Safety - Content Moderator
Accenture (Meta/Facebook)
10.2018 - 01.2023
Customer Support Representative
Bethesda Game Studios
08.2018 - 08.2021
In Game Support
Blizzard Entertainment
08.2016 - 02.2018
Customer Support Representative
AT&T
10.2012 - 03.2014
Associate Degree - Game Development and production
Northwest Vista College