Ananda Rodrigues
Kill
Summary
Acting Program Manager with hands-on experience in project management, strategic planning, and stakeholder communication. Known for adaptability, problem-solving skills, and a practical approach to delivering results in fast-paced environments. Background in the tech industry, with a focus on quality, customer experience, and trust and safety. Committed to process improvement, team support, and continuous learning in complex, collaborative settings.
Overview
6
6
years of professional experience
Work History
Acting SOP Program Manager – EMEA
TikTok Shop
12.2024 - 07.2025
- Developed, implemented, and maintained Standard Operating Procedures (SOPs) to ensure consistency and compliance across teams.
- Collaborated with policy, product, and engineering teams to influence product and policy decisions, enhancing user experience on policy-related issues.
- Managed and resolved escalations from internal and external stakeholders; identified trends and provided actionable feedback to improve formats, systems, policies, and processes.
- Identified gaps or conflicts in policy frameworks, developed solutions, and built cross-functional consensus to align on direction.
- Led projects aimed at improving SOP effectiveness and operational efficiency.
- Conducted training sessions and ensured employee adherence to SOPs.
- Monitored and continuously updated SOP documentation to reflect evolving practices and drive improvement.
- Provided regular, detailed updates to management on program progress, highlighting milestones, risks, and challenges to support informed decision-making.
- Optimized seller and creator experience through strategic initiatives to streamline processes and reduce complexity.
- Led SOP development to support the launch of new EMEA markets, aligning cross-functional teams, identifying compliance gaps, and standardizing workflows for operational scalability.
Global E-Commerce Oncall Service SME
TikTok Shop
07.2023 - 11.2024
- Led projects to improve internal customer experience, including building and monitoring scalable support initiatives.
- Coached and mentored new team members to ensure effective onboarding and team integration.
- Enhanced self-service tools by identifying common FAQs, and analyzing the knowledge base to reduce escalations.
- Took ownership of complex issues, collaborating with cross-functional teams to drive resolution, and long-term improvements.
- Managed urgent escalations from internal stakeholders via chat, ensuring prompt, and professional resolution.
- Analyzed support trends and root causes to recommend improvements in processes, policies, and escalation handling.
- Partnered with account managers and cross-functional teams to improve account health, reduce repeated complaints, and support key business initiatives.
Quality Assurance
Dropbox (via Manpower)
10.2022 - 06.2023
- Reviewed support interactions (email, chat, phone) to ensure compliance with quality standards.
- Provided targeted coaching and feedback to enhance agent performance.
- Identified trends and policy gaps, and contributed to updates that improve support effectiveness.
- Led monthly calibration sessions to align quality expectations, and boost engagement.
- Collaborated with trainers and leaders to implement consistent coaching practices.
- Created RCA reports to address recurring issues and improve service quality.
- Contributed to ongoing improvements in Dropbox's quality program and internal policies.
CX Tier 2 - SME Global Escalation Support
Dropbox (via Manpower)
03.2022 - 10.2022
- Provide product and technical support to clients through email.
- Manage and evaluate tickets that have been escalated from Tier 1.
- Give feedback to Tier 1 agents in order to improve their productivity.
- Maintain a high level of customer satisfaction in order to reach quality performance targets.
- Accurately document all communication with users and accounts in a timely manner.
Senior Trust & Safety | Platform Experience Associate
Accenture
12.2021 - 02.2022
- Served as the primary point of contact for sensitive content and Trust & Safety policy guidance.
- Coached new joiners and supported team development to drive optimal performance.
- Reviewed and moderated flagged content, including violent, explicit, and hateful material, ensuring compliance with internal Trust & Safety policies.
- Collaborated with Quality, Training, Wellness, and Operations teams to achieve key results.
- Supported the team lead and stepped in as needed to provide leadership coverage.
Tier 2 Trust & Safety | Social Media Moderator
Accenture
02.2021 - 12.2021
- Handled escalations related to content moderation and policy enforcement on a major client platform.
- Reviewed and evaluated content to ensure compliance with Trust & Safety guidelines.
- Investigated user-reported content for safety, and account support concerns.
- Met productivity and quality targets while maintaining attention to detail and accuracy.
- Respond to user inquiries with high quality, speed, and accuracy.
- Stayed up to date on evolving client policies, procedures, and moderation standards.
Customer Care & Catering Assistant
Dropbox (via Artizan)
06.2019 - 02.2021
- Supported daily buffet preparation and service for the office and events, ensuring high standards of hygiene, presentation, and customer satisfaction.
- Maintained clean and organized serving areas in full compliance with health and safety regulations.
- Assisted with inventory management, restocked supplies, and collaborated with team members to ensure smooth daily operations.
Education
Diploma - Business and Leadership & Management
Nortwest College
Sydney, Australia09.2018
Skills
- Project management
- Standard operating procedures
- Stakeholder engagement
- Escalation management
- Cross-functional collaboration
- Training and coaching
- Process improvement
- Customer experience
- Quality assurance
Languages
- Portuguese
- English
Languages
Portuguese
First Language
English
Proficient (C2)
C2
References
References available upon request.
Timeline
Acting SOP Program Manager – EMEA
TikTok Shop
12.2024 - 07.2025
Global E-Commerce Oncall Service SME
TikTok Shop
07.2023 - 11.2024
Quality Assurance
Dropbox (via Manpower)
10.2022 - 06.2023
CX Tier 2 - SME Global Escalation Support
Dropbox (via Manpower)
03.2022 - 10.2022
Senior Trust & Safety | Platform Experience Associate
Accenture
12.2021 - 02.2022
Tier 2 Trust & Safety | Social Media Moderator
Accenture
02.2021 - 12.2021
Customer Care & Catering Assistant
Dropbox (via Artizan)
06.2019 - 02.2021
Diploma - Business and Leadership & Management
Nortwest College
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