Bucharest Metropolitan Area
Trust & Safety professional fluent in Romanian, English, and Russian, with experience in content moderation, risk assessment, and structured investigations at Accenture, backed by a Master's in International Relations and National Security Studies (SNSPA / University of Gdansk). I specialize in detecting and actioning harmful content, enforcing policies with precision, and conducting investigations into suspicious activity, threat actors, and coordinated inauthentic behavior — with particular expertise in Eastern European and post-Soviet digital environments. My analytical and investigative mindset is grounded in formal academic training in Security and Diplomacy, hands-on experience managing high-severity incidents and escalations across high-volume environments, and direct crisis engagement through humanitarian work supporting Ukrainian refugees in 2022. I bring a versatile combination of technical support, data analysis, compliance, cross-cultural communication, and investigative skills — developed across multinational environments — and am actively seeking opportunities in Trust & Safety, OSINT, data analysis, compliance, government, international organizations, or any role where critical thinking, attention to detail, and multilingual capability add value.
Reviewed and actioned thousands of content reports per month, applying platform policy to detect harmful, illegal, and policy-violating material. Conducted structured investigations into coordinated inauthentic behavior, fraud networks, and threat actors, documenting findings and escalating high-severity cases Performed risk assessments to identify emerging abuse trends, contributing to proactive policy enforcement improvements Collaborated cross-functionally with legal, engineering, and policy teams to refine detection tooling and reduce false-positive rates Responded to urgent safety incidents including credible threats, self-harm escalations, and potential criminal activity within defined SLA windows Tracked and reported on safety KPIs, using data insights to inform moderation team priorities.
Managed a high-volume queue of IT support tickets across phone, email, and chat, maintaining quality scores above target benchmarks Logged and tracked all interactions in CRM systems, ensuring data accuracy for reporting and escalation workflows Identified recurring issue patterns and contributed to knowledge base improvements, reducing repeat ticket volume
Answering inbound calls promptly and providing courteous assistance to customers with their inquiries, complaints, or requests. Ensuring that customer issues are resolved or escalated appropriately. Providing accurate and up-to-date information about products, services, promotions, and company policies to customers; Identifying customer problems, troubleshooting issues, and finding appropriate solutions in a timely manner. Escalating complex issues to the relevant departments when necessary; Adhering to call center quality standards, following scripts (if provided), and ensuring compliance with all relevant regulations and protocols; Actively seeking and documenting customer feedback to understand their needs, preferences, and pain points. Utilizing feedback to improve processes and enhance customer experiences; Participating in training sessions and workshops to enhance product knowledge, customer service skills, and call handling techniques.
Provide technical support to users; Resolve user's complaints via phone, email, chats; Performing IT support on Windows application; Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up yo ensure resolution; - Work with customer service manager to ensure proper cusyomer service is being delivered.
Ttyping reports; Maintain office records and invoicing; Handle accounts.