Anne R.
Senior Trust and Safety Specialist
Open to offersNew to PlatformAbout
Anne F. is a seasoned Trust & Safety Specialist with over seven years of experience at Upwork, where she expertly managed and assessed more than 350 cases weekly, maintaining an impressive 94%+ Quality Assurance score. Her role involved investigating high-risk user activities, policy violations, and account integrity issues, contributing to the platform's integrity and risk reduction. She collaborated with cross-functional teams to enhance policy compliance and operational efficiency. Previously, as a Subject Matter Expert and Customer Support Associate at Convergys Philippines, she provided high-level technical and customer service support, mentoring new hires and resolving complex issues for Comcast. Anne's adept at using tools like Zendesk and Confluence, and she is skilled in fraud detection, policy enforcement, and account investigations. Her background also covers technical support across several industries, including telecom and e-commerce, making her a versatile professional in customer support and operational management.
Experience
Trust & Safety Agent
Upwork Global Inc. · 2018 — 2026Reviewed and investigated high-risk user activities, policy violations, and suspicious behaviors to uphold account integrity. Conducted thorough account assessments in accordance with Trust & Safety policies, mitigating risks effectively. Worked collaboratively with cross-functional teams to enhance policy adherence and streamline operations. Analyzed trends to support process enhancements and risk mitigation efforts. Handled over 350 cases weekly while ensuring productivity and maintaining a monthly Quality Assurance (QA) performance rate of over 94%.Subject Matter Expert (SME) / Customer Support Associate I
Convergys Philippines Corporation · 2011 — 2018Advanced to Subject Matter Expert due to strong performance and technical capabilities. Provided training, mentoring, and coaching to new team members regarding troubleshooting and customer service practices. Acted as a key escalation resource for complex issues, including technical and billing concerns. Oversaw call and ticket quality through QA scoring and calibration sessions, ensuring high service levels in phone and chat support for Comcast customers.Customer Support Associate I
Xlibris Philippines · 2010 — 2011Supported authors during the publishing journey and addressed questions regarding editing, publishing, and marketing services. Ensured high-quality customer service while consistently meeting established performance indicators.Customer Support Associate I
Wipro BPO Philippines · 2009 — 2010Provided both technical and billing support to customers of British Telecom. Focused on diagnosing connectivity and service problems while delivering timely resolutions. Maintained performance levels in productivity, quality, and customer satisfaction.Customer Support Associate I
Aegis PeopleSupport · 2007 — 2007Delivered technical support post-sale for Apple customers, assisting with hardware and software troubleshooting as well as account issues. Consistently met customer satisfaction and quality goals.
Skills & Expertise
Education
- Bachelor of Science in CommerceFather Saturnino Urios College (now Father Saturnino Urios University) · — — 2005
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