Caretaking Coordinator, Trust & Safety at FetLife (BitLove Inc.) (2021-08 – Present)
- Lead day-to-day high-severity Trust & Safety operations for a live UGC platform handling ∼190,000 reports/month, coordinating queue health, escalations, appeals, and enforcement consistency as the senior member of a 3-person Coordinator team
- Shipped 570+ GitHub pull requests across policy, guidelines, tags, taxonomy, and operations; built Python/Flask and JavaScript workflow tools that reduced reviewer context switching and improved case-note consistency
- Proactively investigate recurring abuse across ban evasion, related accounts, coordinated behavior, and repeat offenders; convert findings into behavioral indicators and detection improvements
- Personally resolved 45,000+ escalated cases; review ∼150–200 appeals weekly and surface decision inconsistencies, edge cases, and policy gaps back into repeatable enforcement guidance
- Lead coaching and formal weekly performance evaluation for a 12-person review team (previously 20), using reversal and decision-quality analytics to target coaching and policy clarification
- Co-led a full rewrite of public policy pages; maintain enforcement guidance and monthly public transparency reporting
Tier 2 Technical Advisor (AppleCare program) at KellyConnect (2017-10 – 2020-01)
- Handled escalated iPhone, iPad, Mac, Apple ID, and iCloud cases after fast-tracking to Tier 2; supported training readiness for other advisors
Tier 2+ Technical Support at InMotion Hosting (2017-02 – 2017-11)
- Resolved escalated hosting, VPS, WordPress, DNS, SSL, email, malware, database, and migration issues while authoring internal documentation and training Tier 1 teammates
AppleCare Mac+ Senior At-Home Advisor at Apple Inc. (2013-05 – 2015-11)
- Resolved Tier 2 Mac/iOS, Apple ID, iCloud, account-security, and repair escalations; selected as a pilot trainer and coached lower-tier advisors
