Greater Dublin
➤ Irish Citizen ✉ [email protected] Multifaceted, results-driven bilingual professional (Portuguese & English) with 10+ years of combined experience in AI & Analytics project coordination, Trust & Safety operations, quality assurance, training, and customer service across global tech environments. Proven success supporting high-impact initiatives at top-tier companies including Meta, TikTok, and Accenture. Recognised for delivering operational excellence through brand safety leadership, vendor training, and QA oversight—achieving consistent resolution of 95–99% of quality issues within SLA and scaling onboarding programs for 60+ analysts across regions. Adept at navigating ambiguity, driving cross-functional alignment, and simplifying complex policies into actionable workflows. Certified in Advanced Business English (NFQ Level 5), with strong cross-cultural communication skills and a process- and people-first mindset that thrives in high-pressure, fast-evolving environments. Key Achievements: - Reduced new hire ramp-up time by 25–40% through structured onboarding, live shadowing, and remote learning systems at both Meta and TikTok. - Raised audit accuracy from 90% to 97% and maintained weekly QA scores between 95–99% through continuous calibration, RCA reporting, and team upskilling. - Resolved 98% of policy escalations within 5 minutes, increasing trust in operational decision-making across cross-functional teams. - Spearheaded multiple DEI events, including TikTok’s first PRIDE ERG at LinkedIn and HIV Awareness Day, collaborating with Google, Meta, and local NGOs. - Mentored over 40 professionals transitioning to tech, with several achieving internal promotions and leadership roles. ✔LION™ - LinkedIn Open Networker
- Delivered weekly project-specific insights, root cause analyses (RCA), and performance metrics to drive data-informed decision-making across AI and analytics initiatives. - Vendor & Internal QA Enablement: Led training for 50+ QA agents (30 vendor + 20 internal), conducted weekly calibrations, rolled out iterative policies, and maintained a consistent weekly QA score between 95–99%. - Brand Safety & Market PoC: Acted as the primary point of contact for brand safety over a 3+ year initiative; safeguarded brand integrity by driving continuous alignment with platform policies and partner expectations. - Created and optimised Live, Practice, Test, and 2nd Round QA queues, enhancing project structure and training effectiveness. - Tested and deployed project templates in live environments, ensuring operational readiness and alignment with evolving policy updates. Facilitated and recorded live policy sessions and project iterations to support alignment, transparency, and upskilling. - Simplified complex policy documentation and crafted clear guidance for teams, accelerating comprehension and execution across multiple project tracks. - Contributed to the training and development of DUS team members, improving onboarding timelines and cross-team collaboration. Monitored output quality across 100+ weekly review audits, ensuring adherence to KPIs and global quality standards. - Identified and flagged operational inefficiencies and potential risks in systems and tooling workflows, enabling preventive action. - Partnered closely with Quality, Product, and Vendor teams to ensure project scalability. Key Achievements: - Organised and hosted HIV Awareness Day at the TikTok Dublin office in partnership with local HSE professionals and a drag performer, promoting self-care and destigmatisation. - Spearheaded TikTok’s second PRIDE ERG event hosted at LinkedIn’s Dublin office, strengthening DEI visibility and expanding professional networks with Google, Meta, and Microsoft.
- Led end-to-end execution of data labelling projects (image, text, audio, video), managing workflows, timelines, and quality targets across in-house and vendor teams. - Delivered training and second-round QA to internal and outsourced Quality Analysts, ensuring full alignment with project specifications and policy updates. - Served as Brazilian Portuguese Point of Contact for Brand Safety, driving regional–global alignment through policy clarification and stakeholder collaboration. - Reviewed over 400 tasks per month, guaranteeing labelling accuracy and consistency across annotation types. Conducted weekly QA calibrations, second-round validations, and root cause analyses (RCA) to address performance gaps and improve consistency. - Acted as Site Point of Contact, managing daily task allocation, issue resolution, and communication with cross-functional teams in high-volume operational environments. - Developed onboarding assessments, training materials, and SOP documentation to accelerate ramp-up time for crowdsourced teams and maintain performance standards. - Produced weekly performance reports with data-driven insights on quality, productivity, and process improvement opportunities. - Handled over 200 weekly escalations related to critical content, ensuring timely resolution and policy-compliant outcomes under pressure. Arbitrated QA–labeller disputes, enforcing fairness and maintaining workflow integrity. - Mentored and onboarded new team members, serving as Culture Buddy and embedding company values through inclusive routines and onboarding processes. Key Achievements (See Awards Section): - Onboarded and supported 2 vendor teams (up to 30 agents each), ensuring operational readiness and policy adherence across external teams. - Improved labelling accuracy by 10–15% through structured QA calibrations and targeted feedback loops. - Resolved 98% of weekly escalations within 5 minutes, strengthening response efficiency and stakeholder trust.
• Developed and structured show running orders to ensure seamless flow. • Hosted live segments and conducted in-depth interviews with guests. • Produced coverage for major Brazilian events and concerts in Ireland. • Led a production team of three while managing external partnerships. Key Achievements: • Established strategic collaboration with the Brazilian Embassy in Dublin. • Recognised as the only official Brazilian media outlet operating in Ireland. • Interviewed prominent, award-winning Brazilian artists across genres. • Secured and maintained partnerships with Brazilian businesses in Dublin.
- Onboarded and guided up to 80 new hires during peak recruitment cycles, ensuring seamless integration into Intellectual Property (IP) enforcement workflows. - Mentored up to 40 agents—many transitioning from unrelated industries—supporting their professional shift into digital trust and safety operations. - Delivered 10+ weekly policy training sessions on Copyright, Trademark, Counterfeit, and Ads enforcement across multiple content verticals. Collaborated with Training, Quality, HR, and Vendor Management departments to refine onboarding and task mastery. - Served as a Subject Matter Expert (SME) for policy interpretation, providing real-time guidance and resolving complex operational questions across Operations, Quality, and Management teams. - Authored and distributed over 40 weekly newsletters covering quality insights, productivity tips, and violation pattern trends, improving cross-team performance and accuracy. - Proactively identified legal red flags and reported risk patterns to leadership, contributing to client escalation mitigation strategies. Executed data entry, tracking, and reporting through Excel and Google Sheets to support QA, training, and feedback loops. Key Achievements (See Awards Section): - Reduced average new hire ramp-up time to 1 month, with up to 60 out of 80 hires passing QA benchmarks within their first 30 days. - Mentored 40+ career changers, with several progressing to leadership: one currently serves as a Team Lead in TikTok IP, and at least two others advanced to Team Lead roles at Meta. - Spearheaded the implementation of real-time shadowing during training, accelerating practical learning and reducing onboarding friction. - Recognised by mentees for approachability, clarity, and performance-driven coaching, with multiple LinkedIn recommendations affirming training impact. - Improved issue resolution speed by serving as an informal escalation point across onboarding and live operations, reducing resolution delays.
- Performed 300+ weekly quality audits on user-generated content reviews, ensuring policy compliance and timely correction of review errors across Copyright, Trademark, Counterfeit, and Ad violations. - Acted as Subject Matter Expert (SME), providing real-time policy clarification and issue resolution to agents, leads, and cross-functional teams. - Reviewed and adjudicated up to 5 agent appeals per month, maintaining a 100% resolution rate and promoting transparency in the QA process. - Identified behavioural and violation patterns through ongoing user activity review, feeding actionable insights back into training, SOPs, and quality escalation processes. - Presented trend analyses and performance metrics to Team Leads and senior stakeholders, supporting targeted coaching and data-driven process refinement. - Partnered with Team Leads to design individualised performance improvement plans for underperforming agents, improving team-wide consistency and compliance. - Supported the Training Department by delivering sessions, developing remote shadowing programs, and co-creating post-training assessments to adapt onboarding to a fully virtual environment. Key Achievements: - Raised agent accuracy from 90% to 97%, contributing directly to improved audit outcomes and reduced client escalation volume. Appointed as Training Point of Contact, bridging the Quality and Training functions to streamline onboarding, feedback, and upskilling pathways. Developed new shadowing and feedback systems tailored for remote learning during the pandemic, accelerating training impact and knowledge retention. - Contributed to SOP updates related to Trademark enforcement, improving consistency and clarity in training delivery and live moderation practices. Recognised for exceptional audit performance and agent development, leading to a lateral promotion to Trainer Assistant within the DIRO team. - Mentored and trained two incoming Quality Analysts, later hired by the client as full-time.
- Detected and flagged high-risk activity by evaluating and labelling suspicious digital behaviour, contributing to a significant reduction in policy violations. - Reviewed and triaged non-objectionable content, driving faster task resolution and reducing backlog by maintaining consistent SLA adherence. Conducted detailed account assessments using client-defined indicators, ensuring >98% accuracy in policy enforcement decisions. Identified behavioural trends and provided actionable insights, directly influencing updates to review protocols and risk detection models. - Generated and escalated over 100 legal tasks, expediting response timelines for copyright/trademark violations. - Partnered with cross-functional teams to investigate IP infringement cases, helping prevent reputational and legal exposure. Key Achievements: - Awarded Employee of the Month (Nov 2019) for outstanding accuracy and volume. - Served as team liaison for BUGs & TOOLs, contributing to a 30% reduction in tool-related errors. - Led onboarding and training for 20+ analysts, accelerating new hire ramp-up by 40%. - Promoted to Quality Analyst for consistently exceeding KPIs in accuracy, throughput, and impact. - Proposed and implemented workflow improvements that increased operational efficiency and tool usability.
- Relocated to Ireland and worked at Lidl as a Customer Service Representative.