Rosa Rico
Summary
Goal-driven professional with extensive experience in high-pressure environments, adept at multitasking while maintaining punctuality and enforcing company standards. Strong work ethic and quick learning ability complement a passion for creativity, driving continuous growth and improvement through dedication. Committed to acquiring new skills to transform weaknesses into strengths, ensuring ongoing personal and professional development. Authorized to work in the US for any employer, ready to contribute effectively to team success.
Overview
10
10
years of professional experience
Work History
Home/School liaison- Bilingual
Lompoc Unified School District
10.2024 - 02.2025
- Assist students, staff, teachers, parents and community members by providing:
- Attendance, homework issues to parents on behalf of school
- Programs/ services
- Refer students and families to outside agencies, medical, counselors, foundations, charities as needed
- Completing paperwork, related matters; foster
- Assure an ongoing partnership between the home and school
- Assist implementing student objectives and students progress
- Home visits / Parent meetings
- Transporting students/ parents
- Interpreting technical information/ conferences, telephone calls, meetings, agendas and other documents as necessary
- Translate communications between District personnel and limited or non-English speaking parents
- Communicate with District personnel, outside agencies and the public to exchange information
- Coordinate activities and resolve issues and concerns
Trust and Safety Analyst /Platform Experience
Accenture LLP
07.2021 - 01.2023
- MANAGEMENT LEVEL DESCRIPTORS
- Top Contributor to the Centralized Escalations Support Team
- Top Contributor to Centralized Assessments (Global Urgency Issues)
- Top Contributor for Triage/ Resolution Accountability Folders for a quarter for Accenture's quarterly business report
- Provided insight on shadowing sessions, trainings, and provided overview of the process of the workflow
- Experience working in analyzing and reviewing user profiles, videos, and text-based content and or investigating, escalating and or resolving issues that are reported for by users or flagged by the system.
- Experience working in real events, covid related, US Midterm, Elections, UK/Russia War
- Experience working in privacy, policy, safety, security, and/or integrity.
- Experience working on High Profile escalation cases: Priority cases
- Experience working on High Profile Accounts such as celebrities, Senators, Governors, and politicians
- Experience working in tickets/cases/case work/legal cases
- Experience working on hacks, Access cases, and Impersonation cases
- Experience in applying insight on client tooling and management tools t review cases and accounts
- Used problem-solving skills to continuously deliver value to our clients.
- Serve as an advocate for the user community
- Investigate and resolve issues regarding content that is reported for account support and/or safety: flagged for action and resolve within agreed upon turnaround times and standards of quality.
- Respond to user inquiries with high quality, speed, empathy, and accuracy.
- Understand and stay up to date with client policies and guidelines, resolve inquires according to defined policies and procedures
- Fulfill base productivity and quality requirements
- Upheld Trust, Safety, and Ethical standards by analyzing and removing inappropriate and harmful content to safeguard the reputation of clients' digital brand.
- Used targeted tools to screen text, images, video, and audio that were inappropriate, offensive, illegal, or harmful
- Understood and remained up to date with policies and make quick informed decisions
Content Moderator
BCforward
05.2019 - 07.2021
- Review content across multiple platforms, databases, and applications.
- Provide quality assurance and improve machine classifiers to ensure safety of the platform for all audience and cross-functional teams.
- Follow guidance provided to decide whether content is allowable.
- Remained up to date with current guidelines and policies
- Analyzed content and applied appropriate labels in accordance with policy
- Researched and tracked potential content related trends by collecting similar tickets and presenting them to appropriate leads
- Achieved set quantity and quality targets consistently while reviewing content, create tasks, follow-up on open tickets
Customer Service Representative
CLEAR
12.2017 - 05.2019
- Promote CLEAR at the airport in order to speed passengers through the long line for ID check and guide them to the screening line.
- Worked alongside with TSA compliance and staff.
Passenger Service Agent
Aviation Port Services / Matrix Aviation Services
06.2017 - 12.2017
- Assist passengers with baggage checking, ticketing, tagging luggage, answers inquiries about flight schedules, handles payments and provides excellent customer service to incoming passengers.
Laundry Aide
Lompoc Skilled Nursing and Rehabilitation Center
10.2016 - 04.2017
- Changed bed linens and collected soiled linens for cleaning.
- Disinfected and mopped bathrooms to keep them sanitary and clean.
- Oversee all duties in cleaning, serving breakfast, lunch and comforting the residents.
Babysitter/Caregiver
Little Hands on Learning daycare
02.2015 - 12.2015
- Established and maintained a safe play environment for the children. Made healthy snacks and meals for children.
- Closely monitored children's play activities to verify safety.
- Communicated with parents about daily activities and behaviors.
- Encouraged children to be understanding of and patient with others.
Education
High School Diploma -
Cabrillo High School
Lompoc, CAAllan Hancock College
Santa Maria, CASkills
- Investigative Support
- Computer literacy
- Clerical experience
- Problem Solving
- Customer service
- Office experience
- Critical Thinking
- Microsoft Office Suite
- Customer Service
- Fluent Language in English & Spanish
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Home/School liaison- Bilingual
Lompoc Unified School District
10.2024 - 02.2025
Trust and Safety Analyst /Platform Experience
Accenture LLP
07.2021 - 01.2023
Content Moderator
BCforward
05.2019 - 07.2021
Customer Service Representative
CLEAR
12.2017 - 05.2019
Passenger Service Agent
Aviation Port Services / Matrix Aviation Services
06.2017 - 12.2017
Laundry Aide
Lompoc Skilled Nursing and Rehabilitation Center
10.2016 - 04.2017
Babysitter/Caregiver
Little Hands on Learning daycare
02.2015 - 12.2015
High School Diploma -
Cabrillo High School
Allan Hancock College
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