Felicia Romazanov
Dublin,Ireland
Summary
Motivated, results-driven, multilingual Psychology graduate with a strong foundation in leadership, team management, and operational excellence. Skilled in interviewing, hiring, and developing talent, with a proven ability to lead teams, make sound decisions, and drive consistent results. Recently ensured moderator quality and supported AI machine training for content moderation, improving processes and team performance. Experienced in conducting root cause analyses to resolve issues and enhance workflow efficiency. Passionate about continuous learning and committed to bringing a global perspective to work. Thrives in multicultural environments and eager to contribute to a multitude of roles.
Overview
7
7
years of professional experience
2014
2014
years of post-secondary education
Work History
Strategy Evaluation Quality Analyst
TikTok
Dublin, Ireland
07.2021 - Current
- Moderator Quality Assurance: Ensured consistent, accurate moderation with over 97% QA accuracy, averaging 98.8% annually. Assessed and reviewed moderator decisions to meet company standards and best practices.
- AI Machine Training: Trained AI systems to understand and apply content policies across languages and regions, enhancing its ability to handle edge cases and contextual challenges.
- Process Optimization & Market-Specific Expertise: Provided insights on market-specific content challenges, focusing on Romanian, Moldovan, and West Balkans dialects. Collaborated with Product Policy teams to resolve misalignments and update key policies.
- Documentation & Quality Control: Developed and maintained internal documentation, including QA checklists, testing methods, and process updates. Contributed to weekly calibration meetings to ensure up-to-date training for moderators.
- Root Cause Analysis & Issue Resolution: Conducted RCAs to identify and address recurring moderation issues, presenting actionable insights to improve processes and outcomes. Collaborated with cross-functional teams to implement solutions.
- Training & Mentorship: Trained new moderators and QA members, shared best practices, and mentored returning QA members. Led region-specific training sessions for smooth onboarding and skill development.
- Team Task Management: Developed task-tracking system to ensure even distribution of responsibilities and efficient workflow within QA team.
Operations Team Leader
Accenture
Dublin, Ireland
06.2019 - 06.2021
- Team Management & Multilingual Operations: Managed diverse team of 20+ employees across five languages, providing consistent support, guidance, and performance feedback.
- Operational Oversight & Workload Distribution: Directed day-to-day operations, ensuring equitable task distribution and maintaining high motivation and performance levels.
- KPI Analysis & Performance Reporting: Compiled, analyzed, and reported KPI data to assess team performance. Used insights to identify improvement areas and implement solutions.
- Quality Audits & Improvement Process Development: Conducted detailed quality audits, reviewed results, and implemented process improvements to ensure consistent quality aligned with company goals.
- Support Materials Development: Identified key needs and contributed to creating essential support materials, including training manuals, role aids, and database views, to streamline workflows and enhance efficiency.
- On-Site COVID-19 Representative: Acted as key representative during COVID-19 pandemic, ensuring compliance with health guidelines, implementing safety protocols, and maintaining safe work environment.
- Remote Working Processes Development: Designed and implemented effective remote working processes, ensuring smooth team collaboration and operational efficiency in virtual environment.
YouTube, Trust and Safety, SME
Accenture
Dublin, Ireland
05.2018 - 06.2019
- Point of Contact for Tenure Agents: Served as main point of contact (POC) for tenure agents, resolving issues and ensuring no negative impact on KPIs. Collaborated with over 20 agents, improving morale and maintaining consistent high performance.
- Training & Development Leadership: Conducted training programs for 15+ new hires, focusing on skills development and operational best practices. Took on leadership roles, including shift leader, to support team needs and ensure smooth operations during peak periods.
- Data Analysis & Trend Identification: Led data-driven projects analyzing trends, identifying failure areas, and proposing improvements that increased efficiency by 12%. Used insights to inform strategic decisions, optimizing business performance and driving results.
YouTube Trust and Safety Specialist
Accenture
Dublin, Ireland
10.2017 - 05.2018
- Content Policy Compliance: Analyzed and reviewed Russian and English content, ensuring full adherence to client policies and legal regulations, preventing violations and safeguarding platform integrity. Maintained accuracy above 98%, consistently surpassing team average.
- Legal Removal Requests: Processed complex legal removal requests related to international complaints, ensuring compliance with client guidelines and regulatory standards. Maintained high accuracy and efficiency in handling these cases, meeting all compliance deadlines.
- Urgent & Sensitive Inquiry Handling: Reviewed and addressed urgent inquiries of sensitive nature, ensuring operational compliance with published policies and procedures. Acted swiftly to mitigate potential risks to platform, achieving accuracy rate of over 98%.
- Training & SME Role: Due to consistent over-performance (98%+ accuracy), selected to train under-performing agents. Promoted to Subject Matter Expert (SME) for ability to improve team performance and ensure consistent content policy compliance.
Education
Bachelor of Science - General Psychology
State University of Moldova
Chisinau, MoldovaCertificate of Higher Education - Online Marketing And Digital Strategy
Griffith College
DublinSkills
- Team Leadership & Collaboration: Strong team leadership skills with experience in guiding teams, fostering collaboration, and maintaining positive team dynamics Effective in conflict resolution, handling escalations, and ensuring alignment with organizational objectives
- Adaptability & Innovation: Able to thrive in dynamic environments, constantly adapting to evolving business needs and providing innovative solutions to emerging challenges
- Root Cause Analysis & Process Optimization: Proficient in planning and conducting comprehensive root cause analyses to identify performance gaps, implement targeted improvements, and optimize operational efficiency Ability to leverage data to reduce low-performing areas and drive continuous improvement
Languages
Romanian
Native
English
Fluent
Russian
Fluent
Timeline
Strategy Evaluation Quality Analyst
TikTok
07.2021 - Current
Operations Team Leader
Accenture
06.2019 - 06.2021
YouTube, Trust and Safety, SME
Accenture
05.2018 - 06.2019
YouTube Trust and Safety Specialist
Accenture
10.2017 - 05.2018
Bachelor of Science - General Psychology
State University of Moldova
Certificate of Higher Education - Online Marketing And Digital Strategy
Griffith College
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