Divya Santhoshi Ponna

Detail-oriented Trust & Safety Content Specialist with 4.5 years of experience in Training, content moderation, customer support, across global organizations such as Accenture and IntouchCX. Proven expertise in reviewing high-volume user-generated content, enforcing platform policies, handling sensitive material responsibly, and meeting strict quality and productivity metrics. Strong analytical, communication, and collaboration skills with hands-on experience in Google tools and compliance-driven environments.

Senior Executive at Wipro (2024-12 – Present)

• Worked on the Gmail and Google 'Apps' under Workspace Trust & Safety process, quality auditing, reviewing and moderating user-reported content across multiple product queues, including Forms, Drive, Drawings, Photos, Pix, and Sheets.
• Assessed reported content in accordance with established Trust & Safety policies and guidelines, ensuring accurate and consistent enforcement.
• Adapted quickly to dynamic process and policy updates, maintaining strong attention to detail and decision-making accuracy.
• Consistently met and maintained quality, productivity, and performance metrics while handling high-volume content review.
• Demonstrated strong ability to manage diverse content types, follow complex guidelines, and make policy-based decisions within required turnaround times.

Sr. E Support Officer at IntouchCx (2024-10 – 2025-08)

• Delivered real-time chat support ensuring first-contact resolution and high customer satisfaction.
• Troubleshot and resolved complex product and service issues using CRM and internal tools.
• Maintained performance metrics including AHT, CSAT, and RCR.
• Adapted quickly to changing tools, policies, and workflows.
• Served as Subject Matter Expert (SME) for incident management and escalations.
• Acted as Interim Product Trainer for Walmart, supporting onboarding and knowledge transfer.
• Certified Trainer after completing CTW Workshop (July 1–3, 2025).
• Actively contributed to organizational culture initiatives as POC for Culture & Events.

Business Process Associate at Accenture Solutions Pvt.Ltd (2017-06 – 2019-05)

• Trained and supported 3 production batches in the centrifuge process as an Acting trainer under Trust & Safety guidelines, ensuring adherence to established process and safety standards.
• Collaborated with team members during training and batch operations to ensure smooth and compliant process execution.
• Moderated and reviewed user-generated content across multiple Trust & Safety workflows including Advertisements (Centrifuge), YouTube, Streaming Content, Phishing, and Website URLs (UGC).
• Ensured strict adherence to platform community guidelines, safety policies, and legal requirements.
• Identified, flagged, and removed harmful, misleading, or policy-violating content with high accuracy.
• Handled sensitive and graphic material with discretion while maintaining emotional resilience.
• Met and exceeded productivity and quality benchmarks in a high-volume environment.
• Analyzed content trends and emerging risks; contributed insights for process improvement.
• Prepared and submitted monthly reports and improvement ideas to enhance moderation efficiency.
• Collaborated with internal teams to strengthen policy enforcement and quality outcomes.

Call Center Executive at SR EDU Solutions (2016-11 – 2017-06)

• Managed inbound and outbound communication with students and parents.
• Provided accurate administrative support and query resolution.
• Performed data entry, quality checks, and documentation using Google Sheets and Excel.
• Developed strong communication, accuracy, and time-management skills.

Bachelor of Commerce in Commerce – Osmania University (2017)

CA CPT in Accounting – Institute of Chartered Accountants of India (2016)

Intermediate in Board of secondary education – Siddhartha Jr. College (2014)

SSC – Sri Chaitanya Techno School (2012)