Tomoko Yasmine Yoshida
Summary
- Social Media Policy Expert
- Account Abuse Prevention Expert
- Content Review Expert
- Online Customer Service Expert
- Data Analytics
- Microsoft Office, Outlook, Google Products, Apple Products, Powerpoint
- Team Management
- Project Management
- Risk and Response Direct Management
- People Management
- SOP Development
Overview
17
17
years of professional experience
Work History
Emergency Response Specialist
TikTok
08.2022 - Current
- Reconcile escalations by responding to and resolving diverse content safety risks and closing the loop with relevant investigations for those incidents
- Improve emergency response mechanisms while monitoring the reactive speed and quality to ensure better implementation of emergent action plans
- Reviewing and assessing inbound emergency escalations from law enforcement and internal TikTok teams
- Collaborate with global cross-functional teams to respond to issues, and communicate with relevant stakeholders to align on strategies
- Assessing risk and proactive communication to protect users and partners from abuse across the platform
- Executing instant decision making while analyzing a variety of factors that include imminence of danger, sensitivities, and graphic content and coordinating with a number of internal and external partners including law enforcement.
Apple Support Senior Advisor/ Team lead of project and workflow Management
Apple Inc.
01.2016 - 06.2022
- Resolved any issues within iOS, Media support, and Apple Pay by directly communicating with customers
- Updated policies and procedures(SOP)as needed policies and procedures including legal issues
- Update policies and procedures(SOP)as needed
- Analyzed trends in user abuse reports and evaluated based on contents, languages, and news
- Worked cross-functionally on policy development and abuse prevention team
- Collaborated with engineering, legal operations, and multiple Trust and Safety teams on policies
- Implemented internal escalation path and troubleshooter for technical support on Apple products and iTunes accounts
- Investigated escalated issues and consulting with cross-functional teams
- Gathered data and escalate trends to the policy development team to provide recommendations for improvements
- Implemented 18% more on end-to-end operations for Apple care support including fraud prevention and hijacking incidents
- Consulted and mentored new employees on operational procedures and policies.
Developer Operations
Meta
09.2015 - 01.2016
- Managed relations and operations with app developers
- Suggested the appropriate update in official articles
- Reviewed and localized policies on issues dealing with abuse, privacy and safety
- (Contract Role)
User Safety Operation Agent
Twitter (Cognizant)
05.2015 - 08.2015
- Reviewed and localized policies on issues dealing with abuse, privacy and safety
- Operated within Salesforce platform to create reports and presentations regarding abusive content, spam, copyright infringement and global events
- Regularly wrote, edited and updated user facing communications
- Analyzed trends and data in user abuse reports and escalated to legal and policy development teams
- Investigated and executed accounts related to graphic, offensive images and other objective matters
- Collaborated with engineering, legal operations and multiple Trust and Safety teams
- (Contract Role)
Client Coordinator / Executive Assistant
Intromed Inc.
11.2014 - 05.2015
- Interacted with patients, patients' families, referring physicians and third party carriers with regard to patient-related issues
- Serves as a resource in a team environment
- Maintained legal procedure and documentations regarding IVF procedures.
Policy Enforcement Specialist
Google Play
02.2014 - 03.2014
- Professionally localized online resources and operations materials from English to Japanese
- Managed and responded to escalations from internal and external parties within designated service levels
- Collaborated various cross-functional teams to ensure a safe user experience on Google Play
- Refined tools, maintained documentation and managed products and processed surrounding abuse prevention activities on Google apps
- (Contract Role)
Public Relations Coordinator / Executive Assistant
Japan External Trade Organization
12.2013 - 02.2014
- Coordinated all aspects of Japanese Government sponsored conferences, webinars and conventions
- Coordinated with the Japanese Government, consulted Public Policies, Legal and Sales
- Performed presentations to executive Japanese Government's agents
- Invited international speakers internationally and prepared assets for publication
- Developed and maintained a strong direct relationship with sponsors
- Facilitated legal releases documentation, wrote content for blog, website, proofread and published articles, and reviewed contracts and speeches for newsletters
- Arranged travel and accommodations for Japanese Government's agents
- (Contract Role)
Scaled Monetization Support / Team Lead of Policy Analysis Team
YouTube
11.2012 - 11.2013
- Professionally localized online resources and operations materials from English to Japanese and tested product sign-up flow to expand YouTube Partner Program in Asian Markets, EMEA and some other countries assigned
- Monitored operational activity hourly basis to keep metrics under control, and provided feedback, examples and bugs to product teams
- Directly communicated with users and partners to support their channels
- Served as Team Lead and Work-Flow Lead to resolve internal and external escalations
- Educated and trained employees regarding policy escalation issues
- Wrote and proofread help center articles on YouTube website
- Worked closely with Product Managers to develop appropriate solutions
- Created internal references for scalable and efficient education
- Selected to coordinate video escalations with the Policy Abuse and Legal Support teams in compliance with content quality guidelines
- Collaborated with product, engineering, marketing, operations and legal teams
- (Contract Role)
Media Marketing Director / Event Coordinator
Infini Global, USA Inc.
09.2011 - 10.2012
- Developed and Coordinated media events, workshops and conferences
- Recruited talents and speakers, negotiated with vendors, set agenda on strict deadlines
- Facilitated legal releases and agreements with speakers
- Responsible for writing content for blog, SMS postings and website articles
- Managed budgets and travel arrangements
- Arranged travel and accommodations for speakers, talents and executive members.
Filming Producer / Event Coordinator
Duo Creative Communications
06.2006 - 09.2011
- Developed and maintained strong direct relationships with video content owners from social media networks
- Planned and scheduled filming and content reviews in a timely manner within budget
- Wrote and edited scripts, and posted blog and SMS content
- Facilitated legal releases, license agreements, and managed special projects, workshops and events in the Bay Area
- Developed effective ways to gather employee requests for workflow and disseminate to directors and executive members
- Recruited office staff, actors and production crew.
Education
Pre-Law
University of California, San Diego
Bachelor of Arts - Sociology
Chukyo University, Nagoya, Japan
Skills
- Resource Coordination
- Emergency Response Coordination
- Crisis Management
- Project Management
- Strategic Planning
- Quality Assurance
- Research
- Data Management
- Community Relations
- Report Generation
- Product Knowledge
- Information Security
- Customer Relations
- Quality Control
- Customer Service
- Process Optimization
- Report Creation
Languages
Japanese
Native or Bilingual
Timeline
Emergency Response Specialist
TikTok
08.2022 - Current
Apple Support Senior Advisor/ Team lead of project and workflow Management
Apple Inc.
01.2016 - 06.2022
Developer Operations
Meta
09.2015 - 01.2016
User Safety Operation Agent
Twitter (Cognizant)
05.2015 - 08.2015
Client Coordinator / Executive Assistant
Intromed Inc.
11.2014 - 05.2015
Policy Enforcement Specialist
Google Play
02.2014 - 03.2014
Public Relations Coordinator / Executive Assistant
Japan External Trade Organization
12.2013 - 02.2014
Scaled Monetization Support / Team Lead of Policy Analysis Team
YouTube
11.2012 - 11.2013
Media Marketing Director / Event Coordinator
Infini Global, USA Inc.
09.2011 - 10.2012
Filming Producer / Event Coordinator
Duo Creative Communications
06.2006 - 09.2011
Pre-Law
University of California, San Diego
Bachelor of Arts - Sociology
Chukyo University, Nagoya, Japan
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