Summary
Overview
Work History
Education
Skills
Timeline
Generic

Serena Munoz

Wylie

Summary

Policy and Trust & Safety expert with over 5 years of experience driving safety initiatives, policy enforcement, and cross-functional collaboration at scale across leading digital platforms including Meta and Fansly. Adept at navigating API-based ecosystems, managing third-party content integrations, and identifying emerging safety risks across both visible and backend systems. Proven ability to shape policy, lead QA audits, and support responsible product development through content moderation, training, and internal documentation. Passionate about building safer online spaces, especially for vulnerable and marginalized communities.

Overview

14
14
years of professional experience

Work History

Trust & Safety Specialist

Fansly
04.2023 - Current
  • Moderate high-risk imagery, chat logs, and platform activity for minor safety and exploitative content; escalate to law enforcement and legal teams as necessary.
  • Collaborate with internal platform policy, engineering, and compliance teams to assess flagged AI-generated content and pattern behavior.
  • Screen creator applications and identify fraud risks using catfish detection, metadata clues, and behavioral patterns.
  • Lead moderation insights for policy iteration and escalation workflow improvements tied to new platform features and community trends.
  • Work with AI-driven content flagging tools; deliver human-in-the-loop accuracy for policy-aligned enforcement.
  • Review creator financial activity to identify risk across third-party payment processors and ensure Terms of Service alignment.

QA Analyst / Policy Subject Matter Expert / Crisis Specialist

Genpact via Meta
06.2019 - 04.2023
  • Led QA efforts for minor safety and CSAM-related content across user chats, reports, and imagery, maintaining >95% accuracy across trust & safety audits.
  • Developed and delivered remote and in-person policy training sessions for global moderation teams, boosting comprehension of complex cultural and linguistic nuances.
  • Worked closely with product and safety policy teams at Meta to interpret and adapt policy guidance into real-time enforcement for new features and rollout changes.
  • Handled real-time escalations involving self-harm, suicide, and imminent harm indicators in partnership with internal legal and crisis response units.
  • Served as lead SME for hate speech, suicide, and sexual exploitation verticals; provided policy interpretations, updates, and enforcement coaching.

Front Desk Agent / Night Auditor

Hilton Garden Inn
04.2018 - 06.2019
  • Managed customer issues, billing concerns, and escalations during overnight hours while ensuring compliance with corporate procedures.
  • Maintained confidentiality, data integrity, and guest safety during sensitive situations.

Marketing Supervisor / Call Center Team Lead

Fry’s Electronics
05.2011 - 06.2015
  • Supervised 15+ call center agents, led QA checks on customer interaction logs, and created process documentation to improve user experience.
  • Designed and executed marketing campaigns, integrating digital outreach and consumer support strategies to drive user engagement.

Education

High School Diploma -

Plano East Senior High School
Plano, TX

Skills

  • Policy Enforcement & Content Governance
  • Developer Ecosystem Risk Analysis (APIs, AI, SDKs)
  • Minor Safety & Exploitative Content Escalation
  • Trust & Safety QA & Moderation
  • Crisis Response & Suicide Prevention Protocols
  • Cross-Functional Product Collaboration
  • User Education & Help Center Writing
  • Application Screening & Fraud Detection
  • Cultural Sensitivity & Global Team Training
  • AI Flag Recognition & Pattern Triage

Timeline

Trust & Safety Specialist

Fansly
04.2023 - Current

QA Analyst / Policy Subject Matter Expert / Crisis Specialist

Genpact via Meta
06.2019 - 04.2023

Front Desk Agent / Night Auditor

Hilton Garden Inn
04.2018 - 06.2019

Marketing Supervisor / Call Center Team Lead

Fry’s Electronics
05.2011 - 06.2015

High School Diploma -

Plano East Senior High School

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