Ryan Moge

• Establish and enforce ad policy SOPs to ensure brand safety and proper categorization on-site and through multiple media channels.
• Monitored team performance to ensure compliance with operational standards.
• Played a key role in launching multiple new lines of business within Walmart's advertising ecosystem.
• Enabled growth via structured learning initiatives in personal and professional domains.
• Worked cross-functionally with Legal, Sales, Graphic Design, and external advertisers to maximize ROI, and ensure partner satisfaction.
• Established effective communication channels between different departments within the organization.

• Lead a team of 6 direct reports (team lead) and 60 indirect reports (content moderators) across multiple specialty queues designed to protect and shield our user base of over 1 billion from the most egregious violators of our Community Guidelines.
• Responsible for interviewing moderator, team lead, supervisor, trainer, and manager candidates.
• Worked cross-functionally with talent acquisition, onboarding, training and two third-party staffing agencies to onboarding 120 content moderators over a period of 75 days, growing our Nashville Center of Excellence to 300 staff members ( year goal ).
• Handled operational oversight for both direct and indirect team performance following the departure of a tenured supervisor.
• Delivered biweekly personal and professional development sessions through direct coaching.
• Conducted thorough analysis of statistics to uncover inefficiencies and inaccuracies.
• Monitored behavior, productivity, and attendance.
• Collaborated with US and international partners to develop and maintain policy.
• Directed multifaceted projects collaboratively from conception to implementation.

Sr. Trust and Safety Representative.

• Achieved resolution of over 100 extremely escalated cases, preserving tenant physical safety, and mitigating all possible damage to the brand.
• Achieved and exceeded Q4 2020 KPI of 244 hours for Time to Resolution of escalated cases, while saving the company approximately $450,000 in legal costs and proceedings.
• Developed and implemented a comprehensive SOP to address COVID-19 instances, reducing health risks for residents and vendors.
• Drafted, finalized, and implemented 75+ SOPs (Standard Operating Procedures) in order to establish proper guidelines for handling mid- to extreme-level escalations.
• Worked cross-functionally with multiple internal teams to mitigate risk to the brand by improving compliance with the resident screening process and enhancing both reactive and proactive measures to handle customer escalations.

Escalations Team Lead.

• Addressed urgent escalations related to customer safety, mental health, and property or brand damage.
• Developed and enforced SOPs for support staff to aid in situation de-escalation.
• Created workflow to resolve complaints, elevating BBB rating from F to B+ in two months.
• Established new protocols to manage resident-related social media issues.
• Enhanced Customer Relations, Professional Development, and Career Growth while promoting junior associates.
• Collaborated with General Managers across nine US markets to resolve ongoing escalations.
• Interviewed and hired support representatives.
• Assisted in the initial development of the Delinquency Procedure, addressing potential monthly losses to the business by the collection procedure.
• Worked to address and assist customers navigating the COVID-19 pandemic.
• Awarded an additional 1X 'Crushing It' Award, Employee of the Month.

Supervisor - CX.

• Directed and provided assistance to two teams handling Repair & Maintenance and Customer Support duties.
• Adjusted staff allocation through evaluation of projected business requirements.
• Participated in ongoing professional enhancement via consistent interaction.
• Developed and sustained professional relationships across departments to enhance time to resolution.
• Conducted interviews, onboarded recruits, and facilitated their initial training.
• Achieved 1X 'Crushing It' Award - Employee of the Month for exemplary performance and leadership.