Lucas Padilha Itoi

Trust and Safety Quality Expert - BlaBlaCar - São Paulo, Brazil (Remote)

(2025-03)

Support safety program governance across Trust & Safety operations by monitoring quality and operational KPIs, maintaining trackers, and surfacing incident and risk trends to leadership.
Drive quality standards for an India-based team and coordinate with in-house and BPO stakeholders to align expectations, review performance signals, and support corrective and preventive action plans.
Analyze recurring incident patterns and root causes through Tableau dashboards, QA reviews, and case analyses, recommending process changes that strengthen detection and help prevent future safety issues.
Partner cross-functionally with Product, Engineering, Operations, and frontline stakeholders to translate operational insights into workflow, tooling, and risk prevention improvements.
Prepare summaries, reports, post-mortems, and documentation that provide visibility into program metrics, emerging risks, and progress against improvement initiatives.

Trust and Safety Expert - BlaBlaCar - São Paulo, Brazil (Remote)

(2024-03 - 2025-03)

Managed fraud prevention and support content projects, including help center articles, policy guidance, and response macros, ensuring consistent execution and scalable documentation for risk-related operations.
Maintained workflow documentation and project trackers for quality and process improvement initiatives across in-house and outsourced operations.
Prepared reports and operational summaries, identified inefficiencies, and proposed improvements that increased efficiency by 25% across support and risk-related workflows.
Partnered with Product and Engineering teams to relay operational pain points, support internal projects, and improve tools and workflows based on frontline safety insights.
Supported onboarding, coaching, and quality alignment for new team members, helping standardize decision-making, escalation handling, and process adherence in a remote environment.

Trust and Safety Specialist - BlaBlaCar - São Paulo, Brazil (Remote)

(2022-01 - 2024-03)

Managed end-to-end handling of sensitive safety escalations, including case intake, documentation, investigation support, stakeholder follow-up, and resolution for high-priority issues.
Prepared monthly reports on safety KPIs, incident trends, and recommended actions, supporting leadership visibility and prioritization of risk mitigation efforts.
Conducted root cause analysis on incidents and suspicious behaviors, helping reduce response time by 30% and improve preventive handling strategies.
Collaborated with Product, Engineering, Operations, and Legal teams to improve escalation workflows, strengthen safety tooling, and ensure alignment on priorities and next steps.
Handled legal and regulatory data requests with complete documentation to support compliance and audit readiness.

Security Analyst SOC - Grupo Invicta - São Paulo, Brazil

(2020-08 - 2022-01)

Monitored real-time incidents, coordinated timely responses, and kept stakeholders informed through concise updates and situation summaries.
Investigated anomalies and documented findings, risks, and recommended actions to support management decision-making and operational continuity.
Supported high-pressure operational environments by prioritizing tasks, organizing critical information clearly, and adapting quickly to changing risk conditions.

Sobre