Nya Garvin
Charlotte,NC
Summary
Dynamic professional with a robust background in investigative work, specializing in the collection and analysis of information to reveal critical insights. Recognized for fostering collaborative teamwork and demonstrating reliability while adapting to changing requirements to drive successful outcomes. Expertise in critical thinking, problem-solving, and effective communication ensures thorough and precise investigations that meet organizational goals. Committed to delivering high-quality results with a strong focus on integrity and ethical standards.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Trust & Safety Investigator
Apex Systems
Charlotte, NC
05.2024 - Current
- Conducted thorough investigations and resolved urgent safety incidents, including threats and self-harm reports, ensuring prompt escalation to clinical teams or law enforcement as necessary.
- Executed comprehensive investigations into child safety, preparing detailed evidence-based reports for law enforcement escalation.
- Managed payment investigations and fraud triage, verifying transactions, coordinating refunds or payouts, and escalating confirmed fraud to the appropriate fraud‑prevention teams.
- Conducted thorough account research to diagnose customer issues, using account history and cross‑system data to resolve tickets quickly and accurately.
- Oversaw moderation and policy-violation cases, investigating alleged abuse and content violations from initiation to resolution.
- Facilitated resolution of sensitive cases by coordinating cross-functional teams, briefing stakeholders, documenting findings, and ensuring remediation to closure.
- Ensured regulatory and policy compliance, documenting chain of custody for evidence and maintaining audit‑ready case files.
Trust & Safety Agent
Apex Systems
Charlotte, NC
07.2022 - 05.2024
- Moderating images and text according to set policies and appropriate tagging guidelines. Shadowed by other agents who watched as I moderated Islands and demonstrated processes while enacting policy.
- Ensures in game content is safe and follows policy by researching relevant articles.
- Tested and compiled bugs for special UAT becoming SME and assisting FLAs through various communication channels.
- Led initiatives to optimize workflow, resulting in enhanced team productivity.
Social Media Evaluator
Appen
Charlotte, NC
01.2020 - 12.2022
- Drive project management initiatives by researching, analyzing, and evaluating information contained in targeted social media ads. Making decisions on whether ads are harmful to targeted audiences on social media platforms.
- Facilitated quality improvement initiatives by delivering constructive feedback on advertising content to enhance marketing relationships.
- Analyzing ads and determining if information is in violation of policies.
- Provided actionable feedback on social media posts to improve engagement strategies.
Customer Service Representative
Accenture
Charlotte, NC
01.2021 - 12.2021
- Answered inbound calls and chats for Unemployment claims. Managed claimant accounts by researching and analyzing information to resolve claimant issues. Adaptable in moving from calls to chats on day to day basis
- Built strong communication skills and effectively resolved customer issues by utilizing effective leadership, communication, and problem-solving skills.
- Investigated and resolved claimant account issues for unemployment claims.
Social Media Evaluator
Lionbridge
Charlotte, NC
01.2019 - 01.2020
- Reviewed targeted social media ads and analyzed data sets to communicate constructive feedback on content, appearance, quality, and cultural relevance.
- Optimized partner marketing campaigns through strategic consultation to elevate pay-per-click performance and revenue targets.
- Evaluated information and rendered decisions based on content analysis.
Education
Bachelor of Arts - History, Political Science
University of North Carolina At Charlotte
Charlotte, NC05-2020
Skills
- Client support
- Stakeholder engagement
- Risk Management
- Content Moderator
- Research
- Data Analysis
- Social media engagement tactics
- Writing & Communication
- Ethical and honest
- Risk assessment
- Investigation management
- Data review
Accomplishments
Applauded by Investigations Director for accuracy and investigational work that resulted in escalation to law enforcement.
Certification
- Data Analytics course | Coursera- Google certificate | April 2022
- R programming basics
- SQL programming basics
- Excel/ Sheets
- Tableau basics
- Salesforce
Timeline
Trust & Safety Investigator
Apex Systems
05.2024 - Current
Trust & Safety Agent
Apex Systems
07.2022 - 05.2024
Customer Service Representative
Accenture
01.2021 - 12.2021
Social Media Evaluator
Appen
01.2020 - 12.2022
Social Media Evaluator
Lionbridge
01.2019 - 01.2020
Bachelor of Arts - History, Political Science
University of North Carolina At Charlotte
COMMUNITY LEADERSHIP
American Legion Auxiliary Virginia Girls State, Counselor, Farmville, VA, 2015, Present