Nicole Visconti
Portland,OR
Summary
TEFL-certified educator passionate about fostering student engagement and global perspectives. Experienced in tailoring lessons to diverse learning needs and improving English language outcomes. Brings a unique combination of expertise from American educational and professional settings, with proven ability to adapt and collaborate across cultural environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Enforcement Manager, Seller Risk
Etsy.com
04.2021 - Current
- Served as subject matter expert in policy enforcement and risk mitigation, guiding peers and refining strategies.
- Identified operational improvements and proposed automation solutions to enhance workflows and establish controls.
- Managed project timelines for risk-related initiatives, ensuring timely deliverables and adherence to quality standards.
- Trained new hires and cross-functional teams on processes to ensure operational consistency.
- Monitored fraud and risk trends, disseminating insights to maintain a proactive safety approach.
- Acted as Quality Assurance Partner, grading up to five agents quarterly to ensure policy adherence and improve service quality.
Trust & Safety Generalist - Contracted
TheMomProject
10.2020 - 04.2021
- Mediated complex conflicts, employing conflict resolution techniques and effective communication for fair outcomes.
- Provided support through detailed policy explanations and prompt resolutions of issues.
- Maintained accurate records and utilized problem-solving skills to deliver quality service and prevent recurring issues.
- Collaborated with cross-functional teams to ensure consistency in policy application and uphold platform integrity.
- Handled sensitive situations with discretion, balancing user satisfaction with strict policy adherence.
Trust & Safety Specialist II
ZipRecruiter.com
05.2018 - 12.2019
- Led training and mentorship for team members, enhancing skills in addressing complex issues.
- Updated documentation and training materials to maintain accuracy and accessibility.
- Identified inefficiencies in organizational processes and implemented effective solutions.
- Provided ongoing support and feedback to reinforce team members' policy understanding.
- Collaborated with cross-functional teams to align safety protocols and drive process improvements.
Trust & Safety Specialist I
ZipRecruiter.com
10.2016 - 05.2018
- Investigated policy violations and identified trends to adapt strategies for new issues.
- Conducted risk assessments, providing insights to enhance safety protocols.
- Communicated complex policies clearly, ensuring compliance with users and teams.
- Delivered actionable recommendations to improve platform safety and user experience.
- Monitored user behavior to flag risks and respond swiftly to mitigate threats.
Customer Success Representative
ZipRecruiter.com
02.2016 - 10.2016
- Managed high volumes of customer inquiries through phone, chat, and email channels.
- Cultivated relationships by delivering personalized support and efficient issue resolution.
- Provided comprehensive guidance on product features to enhance user experience.
- Escalated complex cases promptly to ensure timely resolution.
- Documented customer interactions and feedback to identify areas for improvement.
Education
Bachelor of Arts - Global Studies
Arizona State University
12.2022
Skills
- Team collaboration
- Conflict resolution
- Analytical thinking
- Policy enforcement
- Classroom management
- Process improvement
- Training development
- Operational planning
- Team leadership
- Multitasking abilities
https://www.linkedin.com/in/nicolevisconti/
Certification
120-Hour TEFL Certification TheTEFL.org
Affiliations
- Private English Tutoring
- Okome Kitchen https://okomekitchen.co
- SoundsTruck NW https://www.soundstrucknw.org/
References
References available upon request.
Timeline
Enforcement Manager, Seller Risk
Etsy.com
04.2021 - Current
Trust & Safety Generalist - Contracted
TheMomProject
10.2020 - 04.2021
Trust & Safety Specialist II
ZipRecruiter.com
05.2018 - 12.2019
Trust & Safety Specialist I
ZipRecruiter.com
10.2016 - 05.2018
Customer Success Representative
ZipRecruiter.com
02.2016 - 10.2016
Bachelor of Arts - Global Studies
Arizona State University