Summary
Overview
Work History
Education
Skills
Websites
Languages
Languages
References
Timeline
Generic
Ananda Rodrigues

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, Australia
09.2018

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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Ananda Rodrigues