Medha Sharma
Dublin
Summary
I am a driven professional with nearly 7 years of experience in execution-focused environments, adept at aligning strategies with business objectives and addressing legal and community-related challenges. As a detail-oriented legal analyst, I excel in critical decision-making, meeting deadlines, and streamlining systems. My expertise in data-driven analysis and quantitative problem-solving fuels organizational growth through effective collaboration with cross-functional teams. I specialize in managing user portfolios within community guidelines, conducting legal research, ensuring regulatory compliance, leveraging AI, and providing strategic insights on policy enforcement.
Overview
2
2
Languages
16
16
years of professional experience
Work History
Intellectual Property Specialist, Legal Operation
Meta
Dublin, Ireland
2022.01 - 2024.11
- Reviewed and enforced compliance with content, IP, GDPR, and platform governance policies, ensuring alignment with legal frameworks, community standards, and advertiser-safe environments. Managed a 21% increase in incident response volume while identifying abuse trends, mitigating platform misuse, and strengthening policy adherence through data-driven analysis.
- Developed, refined, and operationalised content and enforcement policies, contributing to a 30% improvement in policy rollout efficiency. Partnered with legal, operations, and cross-functional stakeholders to address high-priority escalations, safety risks, and emerging policy challenges, delivering actionable insights that enhanced governance, and risk mitigation strategies.
- Collaborated with cross-functional teams, vendor operations, legal teams, and external stakeholders to improve policy execution, remediation effectiveness, and operational alignment, driving a 20% increase in process efficiency and ensuring consistent delivery across critical initiatives, and global priorities.
- Led operational improvement and change management projects focused on workflow optimisation, tooling feedback, and process enhancement. Identified system gaps and behavioural trends, partnered with technical teams on dashboards, beta testing, and product feedback, contributing to a 20% reduction in software issues, improved measurement accuracy, and operational efficiency.
- Built and maintained operational readiness and resource planning processes to ensure continuous coverage for critical review operations, high-priority escalations, and business continuity requirements, supporting uninterrupted delivery against quality, and performance targets.
- Designed and delivered onboarding and knowledge-sharing programmes for global teams, developing subject-matter expertise in policy, safety, and operational processes, while improving new-hire engagement and training effectiveness.
- Drove AI, automation, and machine learning initiatives to improve content moderation quality, policy enforcement efficiency, and transparency in review operations. Leveraged Meta AI systems and anti-abuse methodologies to strengthen safety outcomes, improve review accuracy, and reduce operational costs by 25% through automation-driven process improvements.
- Reviewed case files and case progression, keeping proceedings compliant with legislation.
Legal Policy Operations
X, Formerly Twitter
Dublin
2020.11 - 2021.07
- Communicated with law enforcement agencies to provide data under privacy law, remove corrupt content on the platform, and preserve information for future disclosures on critical escalations.
- Successfully executed attorney-complainant cases, involving court orders in conjunction with legal, PR, litigation risk, and driving it through step-by-step escalations and related departments.
- Handled critical and community-based abuse issues on the platform, proactively removing them as per company legal policies and Terms and Services.
- Identified, handled, escalated, and independently drove resolution of offensive material, including videos, text, graphic portrayal, child abuse, and manipulated images, via critical thinking to global stakeholders and cross-functional teams.
- Administered, reviewed, and proposed a plan of action for accounts holding connections to terror-affiliated organisations, and cooperated with the government as per cited laws and sections.
- Self-reliant attitude towards language nuances, showcasing market-specific work abiding by the company compliance policy.
- Drove legal and business innovation by providing intensive feedback, adhering to best practices.
Social Media Customer Support
Accenture
Dublin
2017.08 - 2020.10
- Identified, handled, and escalated Hindi/English language queries through email and follow up on ongoing issues that contribute to project management
- Developed and implemented social media support strategies to improve customer engagement and satisfaction.
- Liaised with technical teams to resolve complex issues reported by customers on social media platforms.
- Created quality documents for records, statistical analysis, and research matters, involving sensitive issues and content that includes controversial violence, self-injury, and others that may be considered offensive or disturbing
- Pulled data through system database for various documentation, evaluation, and monitored purposes
- Collaborated across cross-functional teams to ensure user and vendor satisfaction a top priority
- Delivered and imparted expert knowledge to new hires and mentoring them
- Managed daily productivity reports, timesheet, in MS excel or internal documents
- Worked as a Subject matter expert helping the team leader to lead by example with my problem-solving skills
- Diagnostic information review, problem resolution, Multitasking, troubleshooting with over 97% quality score.
Project and Customer Relationship Intern
GoContractor (Formerly Initiafy)
2015.09 - 2015.12
- Accentuated developed and executed plan to improve the customer experience for our SAAS platform
- Advocated the execution, development and management of communication to existing customers nationally and overseas
- Articulated and created sample courses on the platform for future customers
- Managed client services vendors to ensure delivery of service to defined standards, service levels and processes/procedures
- Standardized reports, views, management and campaigns on salesforce application
- Planned, prioritized and delegated work tasks to ensure proper functioning of the department
- Good understanding in overseeing the physical security, integrity, and safety of the data centre/server farm
- Managed search, recover, export, migrate data and back up
- Observed and maintained operations, maintenance and high-quality services across cross-functional Stakeholders.
Sales Support Advisor
First Source Solutions, Eircom
Dublin
2012.05 - 2013.07
- Generated sales over telephone calls to account base of more than 60 calls and targeted direct sales environment using analytical skills
- Specialized and redesigned important documents via technical competency via word, excel, and PPT
- Maximum brand exposure through presentation of product range
- Detailed all customer contact through the use of handheld device
- Achieved and acquired company sales targets per day/week with proper documentation and reports generation using CRM tools
- Negotiated and calculated all bank and credit card details into the company system while generating customer reports and maintain deliver status
- Processed online transaction to complete sales.
IT Support Advisor (Remote and Online)
Royal Technologies
India
2008.09 - 2012.05
- Managed business operations and helped the organization to achieve cost-effective production with increased quality, efficiency and satisfied customer service
- Mapped out timeliness, milestones, communication process, questions and answer session
- Initiated business to business meetings and kept track of it
- Provided technical customer support in royal technologies including first and second level network troubleshooting
- Responsible for delivering customer requirements and explaining it to the development team
- Collaborated with sales and marketing teams, external ad agencies, third-party technology distributors to facilitate communication for successful project launches.
Education
CERTIFICATE IN DATABASE AND CLOUD TECHNOLOGIES, LEVEL 8 -
Dublin Business School
Dublin2015-08
CERTIFICATE IN ADVANCE PROJECT MANAGEMENT, LEVEL 8 -
Dublin Business School
Dublin2016-06
MASTERS OF COMPUTER APPLICATION -
Bharati Vidyapeeth Institute
Delhi, India2006-01
BACHELOR OF COMPUTER APPLICATION -
Inderprastha Engineering
India2003-01
Skills
- Team Leadership
- Risk assessment
- Regulatory compliance
- Fraud Investigations
- Ethical judgement
- Legal research
- Law enforcement
- Analytics
- Trust and safety policies
Personal Information
- Travelling and interior designing
- https://www.linkedin.com/in/medha-sharma-56005037/
Languages
Hindi
Proficient
C2
English
Proficient
C2
Timeline
Intellectual Property Specialist, Legal Operation
Meta
2022.01 - 2024.11
Legal Policy Operations
X, Formerly Twitter
2020.11 - 2021.07
Social Media Customer Support
Accenture
2017.08 - 2020.10
Project and Customer Relationship Intern
GoContractor (Formerly Initiafy)
2015.09 - 2015.12
Sales Support Advisor
First Source Solutions, Eircom
2012.05 - 2013.07
IT Support Advisor (Remote and Online)
Royal Technologies
2008.09 - 2012.05
CERTIFICATE IN DATABASE AND CLOUD TECHNOLOGIES, LEVEL 8 -
Dublin Business School
CERTIFICATE IN ADVANCE PROJECT MANAGEMENT, LEVEL 8 -
Dublin Business School
MASTERS OF COMPUTER APPLICATION -
Bharati Vidyapeeth Institute
BACHELOR OF COMPUTER APPLICATION -
Inderprastha Engineering