Leeladhar Gowda

My goal is to harness my full potential and excel in a career that challenges me and aligns with my passions. By utilizing my analytical, quantitative, technical, and communication abilities, I aspire to contribute meaningfully to the success of an organization while advancing my own personal and professional growth in the dynamic corporate landscape.

Trust and Safety Associate - Project Name - Meta at Accenture (2024-01 – Present)

• Provided dedicated support for Facebook Hiva and Non Hiva, assisting users with account management, content moderation, and community guidelines.
• Provided exceptional customer support via email, and chat, addressing inquiries and resolving issues efficiently.
• Assisted customers in troubleshooting technical problems, ensuring a smooth user experience with products and services.
• Educated users on best practices for platform usage, including content creation and community engagement strategies.
• Guided clients in optimizing their ad campaigns through strategic recommendations on targeting, budget allocation, and ad creative.
• Collaborated with internal teams to escalate and resolve complex issues, ensuring a seamless user experience.
• Maintained detailed records of customer interactions in the CRM system, tracking issues and follow-up actions.
• Developed and updated FAQs and knowledge base articles to empower customers with self-service options.
• Unidentified violations by AI tool will be manually reviewed and outcome / feedback will be shared to client.
• Handling team members queries and giving training to new joiners.
• Conducting SOP re-fresher training to team members.
• Updating SOP if there are any changes in the policy and procedure.

Platform Experience Associate - Project Name - Facebook at Accenture (2019-01 – 2023-12)

• Review of contents, ads on social media platform and classify according to policy.
• Deep Dive on respective policies and performing research based on the production and counts.
• Interpretation and analysis on various contents that needs to be marked down and approved on platform.
• Provide feedback on trends within ads classification.
• Identify opportunities to improve internal processes and suggest solutions.
• Understand and remain up to date with client policies and guidelines, resolve inquires according to defined policies and procedures.
• As a Subject Matter Expert (SME), I ensure that quality standards are met while efficiently conveying client updates and briefings to team members to keep everyone aligned and informed.

Master of Commerce in M.Com – Mangalore University - Alva's Post graduate college (2016-01 – 2018-12)

Bachelors of Commerce in B.Com – Mangalore University - Sri Bhuvanendra College (2013-01 – 2015-12)