Gul Akyel
Dublin,Ireland
Summary
Detail-oriented Trust & Safety professional with extensive experience investigating complex, sensitive, and high-risk cases across content integrity, copyright disputes, and user safety. Proven ability to balance policy compliance, customer empathy, and fast operational execution in dynamic, high-volume environments. Skilled in de-escalation, cross-functional collaboration, and delivering high-quality casework with consistent accuracy. Adept at identifying risk patterns, resolving escalations requiring cultural nuance, and supporting team development through training and mentorship. Committed to protecting platform integrity, driving safe user experiences, and representing the organisation with professionalism and integrity.
Overview
21
21
years of professional experience
Work history
Platform Experience Analyst - Tier II
Accenture
Dublin, Ireland
02.2025 - Current
- Maintained consistently high performance with 96–97%+ quality scores, meeting or exceeding all T2 accuracy and compliance standards.
- Managed complex copyright disputes, takedown requests, and counter-notifications with exceptional precision and policy alignment.
- Supported T1–T2 queues while upholding strong turnaround times and operational accuracy.
- Created and improved onboarding materials and SOPs, contributing to faster new-joiner ramp-up and more consistent quality output across the team.
- Acted as a Buddy for T1, T1.5 and T2 agents, helping them achieve their performance and quality targets through coaching and structured guidance.
- Presented complex case insights in team meetings to improve cross-functional alignment and decision consistency.
- Handled high-risk and sensitive content with resilience and professionalism while maintaining compliance with safety standards.
Platform Experience Associate
Accenture
Dublin, Ireland
02.2024 - 02.2025
- Reviewed and moderated user-generated content, including highly sensitive material, ensuring compliance with evolving policies and guidelines while maintaining a 97%+ quality score.
- Investigated and resolved complex content issues, escalating critical cases as needed and ensuring resolutions within turnaround times and SLAs.
- Processed and actioned international legal removal requests, adhering to client standards, copyright rules, and regulatory requirements.
- Acted as a mentor for new agents, providing guidance, sharing best practices, and supporting onboarding to improve team performance.
- Identified and implemented process improvements in collaboration with leads, increasing efficiency and accuracy in content review workflows.
- Analyzed flagged content trends to suggest actionable improvements in workflows and agent performance.
Digital Rights Operations Analyst
Accenture
Dublin, Ireland
05.2022 - 02.2024
- Reviewed and managed sensitive content based on client guidelines, ensuring compliance with updated policies, legal requirements, and platform standards.
- Served as a Point of Contact (POC), supporting senior agents and team leaders to meet quality targets and keep the team on track.
- Led training sessions, including refresher courses, 1-on-1 coaching, and personalized learning plans to help team members improve their performance.
- Guided and supported new hires through onboarding, providing hands-on coaching, technical help, and encouragement to set them up for success.
- Kept the team informed on policy updates, making sure everyone had access to the latest resources and guidelines.
- Helped identify areas for improvement within the team and contributed to performance initiatives that boosted efficiency and quality.
- Compiled weekly and monthly performance reports, analyzing trends, identifying common issues, and suggesting solutions to improve outcomes.
- Built expertise in Copyright, Trademark, and Appeals processes, applying this knowledge to ensure accurate moderation and decision-making in line with client guidelines.
- Maintained a calm and focused approach while handling challenging content moderation tasks, relying on strong emotional resilience and stress management skills.
- Earned recognition for consistently delivering high-quality work, including:
- Best Performance Award
- Peer Review Award
- Quality Award for achieving top productivity and quality scores.
Educational Consultant
Can.Be International Counselling And Tourism Company
Istanbul, Turkey
09.2019 - 09.2020
- Informing students and their families about international educational opportunities
- Helping visa applications
- Corresponding international universities, high schools, and language schools on behalf of the students
- Participating in international and domestic education fairs
Real Estate Agent
Keller Williams
Bodrum , Turkey
03.2017 - 02.2019
- Sales, rentals and marketing for luxury properties and plots
- Generated listings for sales and rental properties through cold calls and referrals
- Informed home buyer of sales, construction and warranty processes
- Developed and maintained relationships with clients through networking, postcards and cold calling
- Negotiated contracts on behalf of clients.
Co Managing Partner
Roots Luxury
Bodrum, Turkey
03.2017 - 10.2017
- Rentals of high-end villas, hotel suits, and yachts
- Networking, marketing and mediating day to day operations between seasonal high-end villa owners, hotel villas and luxury hotel suits for companies such as VIP tourism (Turkey), Oasis Collection(USA), Luxury
- Villa Rentals(UK)
- Oversaw business-wide changes to modernize procedures and organization
- Arranged for transportation to and from airport, train station and events for visitors
- Worked closely with guests, some VIP or celebrity, with high degree of respect for privacy
- Scheduled deliveries of flowers, gifts, and other products and made reservations for spa services and dining
- International Customer Relations
Customer relations representative
Teknobak, Ltd
Istanbul, Turkey
09.2011 - 02.2014
- Customer Relations with companies and such as MEC Europe, Belgium ,GOO Chemical Ltd, Japan and All4-PCB, Switzerland
- Reached out to customers after completed sales to inquire about needs or concerns
- Consulted with outside parties to resolve discrepancies and create effective solutions
- Responded to customer requests for products, services and company information
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
Student Worker
University of Southern Indiana
Evansville, USA
06.2005 - 06.2011
- Greeting incoming office guests, answered questions and directed individuals to desired locations to enhance team efficiency
- Coordinated and managed events and projects for Computer Services.
Lab Monitor
University of Southern Indiana
Evansville, USA
06.2005 - 06.2011
- Monitoring Computer Labs
- Getting ready the lab for students
- Assisting students when it is needed in the Labs
Education
Digital Marketing And Social Media Certification -
Yeditepe University
Istanbul, TurkeyBachelor of Arts - Management, Marketing
University of Southern Indiana
Evansville, USA2011
Skills
- Trust & Safety Operations
- Content Moderation & Review
- Copyright & Legal Compliance
- Queue & Workflow Management
- Escalation Management
- Quality Assurance (97% accuracy)
- Training & Onboarding Support
- Policy Enforcement & Implementation
- Cross-Functional Collaboration
Additional Information
- linkedin.com/in/gulakyel
Languages
Turkish
Native
English
Fluent
References
References available upon request.
Timeline
Platform Experience Analyst - Tier II
Accenture
02.2025 - Current
Platform Experience Associate
Accenture
02.2024 - 02.2025
Digital Rights Operations Analyst
Accenture
05.2022 - 02.2024
Educational Consultant
Can.Be International Counselling And Tourism Company
09.2019 - 09.2020
Real Estate Agent
Keller Williams
03.2017 - 02.2019
Co Managing Partner
Roots Luxury
03.2017 - 10.2017
Customer relations representative
Teknobak, Ltd
09.2011 - 02.2014
Student Worker
University of Southern Indiana
06.2005 - 06.2011
Lab Monitor
University of Southern Indiana
06.2005 - 06.2011
Digital Marketing And Social Media Certification -
Yeditepe University
Bachelor of Arts - Management, Marketing
University of Southern Indiana