MARYANNE CHRISTIAN

With over six years of experience in Trust & Safety operations, I specialise in investigations, escalation management, and policy enforcement across global platforms including Meta, Twitter, and Pinterest. I have extensive experience reviewing sensitive and high-risk cases, identifying fraud indicators, and ensuring accurate, policy-aligned enforcement decisions. I have a proven track record of managing high-volume case queues while maintaining strong SLA performance, accuracy, and consistency. My experience includes collaborating with cross-functional teams such as Policy, Legal, and Engineering to improve workflows, strengthen enforcement systems, and support platform integrity. I am highly detail-oriented, analytical, and committed to protecting users while ensuring fair and consistent application of policies. My technical skills include SQL, Excel, Zendesk, and performance analytics.

• CES (Centralised Escalation Support) Training Programme, Meta, Led the rollout of Trust & Safety training across global teams, onboarding and certifying trainers and agents. Developed structured training materials and collaborated with cross-functional teams to ensure consistent policy enforcement and operational efficiency. Maintained quality standards above 95% through ongoing feedback and QA alignment.
• Weekly Trust & Safety Report, Pinterest, Developed and maintained reporting on case volumes, action rates, and SLA performance. Provided insights to Engineering and Policy teams to improve tooling, resource planning, and enforcement strategies.