Microsoft Office
Purnomo Hadi
Trust & Safety Policy And Enforcement Analyst
Dublin,
Summary
A dedicated trust and safety policy specialist with extensive experience in managing and coordinating projects to safeguard users and optimize business operations. Spearheaded numerous initiatives to expand policy coverage by identifying gaps in response to emerging abuse trends and enhanced the efficiency of the review and enforcement process in collaboration with diverse business stakeholders. These projects resulted in increased customer satisfaction and significant cost savings for the organization.
Overview
11
11
years of professional experience
3
3
years of post-secondary education
Work History
Airbnb Safety Escalation Specialist
Morgan McKinley
05.2023 - Current
- Conduct in-depth analysis and investigation of users' reports, emphasising quality and timeliness.
- Professionally & emphatically support users by message, email, and phone call.
- Integrate data from multiple sources, develop an assessment report, and map the pertinent policy for the enforcement and communication process.
- Identify root causes for collaborative process improvement initiatives.
- Deliver the best user experience, as reflected in customers' feedback and consistently over 98% of work quality results.
Trust & Safety Researcher
Spectrum Labs - Freelance
08.2022 - 05.2023
- Researched malicious online signals and supported the engineering team to identify relevant signals to develop artificial intelligence projects.
- Achieved over 80% accuracy in the development of detection systems.
Policy Enforcement & Investigations Lead
Aaqua
12.2021 - 08.2022
- Coordinated business operation projects to streamline the report review process and 24-hour geographic support coverage.
- Led the formulation of an investigation framework data-gathering strategy using SQL queries and dashboard systems.
- Successfully developed streamlined processes and trained colleagues with the new initiatives.
Senior Trust & Safety Analyst
Meta
11.2019 - 12.2021
- Managed and resolved internal & external sensitive safety escalation cases.
- Coordinated risk mitigation frameworks and collaborated with relevant internal business functions to address issues promptly.
- Developed new safety projects as part of prevention and detection efforts to protect users and the business.
- Successfully created new policies and detection systems, leading to higher enforcement rates and decreased online platform abuse.
Market Escalation Specialist
Meta
09.2015 - 11.2019
- Analysed users' reports to identify policy gaps, potential review process improvements, and risk mitigation efforts required in specific sensitive periods.
- Developed various safety initiative projects and collaborated with relevant teams.
- Obtained well-appreciated feedback in managed projects due to positive outcomes in mitigating the risk against users and the company.
Meta Content Analyst
Covalen
01.2014 - 09.2015
- Reviewed a large volume of users' reports and enforced policy decisions.
- Consistently delivered over 100% of metric target with work quality above 95%.
Education
Data Analytics - Completed 50 Credits
National College of Ireland
Dublin, Ireland 01.2014 - 01.2015
Bachelor of Arts - Logistics And Supply Chain Management
Technological University Dublin
Dublin 09.2013 - 09.2014
Master of Science - Sustainable Agriculture And Rural Development
University College Dublin
Dublin 09.2011 - 09.2012
Skills
- Customer Escalation Support
Project Management
Data Analysis (SQL)
Cross-functional Collaboration
Root Cause Analysis
Process Improvement
Problem-Solving
Software
Google Workspace
SQL
Timeline
Airbnb Safety Escalation Specialist
Morgan McKinley
05.2023 - Current
Trust & Safety Researcher
Spectrum Labs - Freelance
08.2022 - 05.2023
Policy Enforcement & Investigations Lead
Aaqua
12.2021 - 08.2022
Senior Trust & Safety Analyst
Meta
11.2019 - 12.2021
Market Escalation Specialist
Meta
09.2015 - 11.2019
Meta Content Analyst
Covalen
01.2014 - 09.2015
Data Analytics - Completed 50 Credits
National College of Ireland
01.2014 - 01.2015
Bachelor of Arts - Logistics And Supply Chain Management
Technological University Dublin
09.2013 - 09.2014
Master of Science - Sustainable Agriculture And Rural Development
University College Dublin
09.2011 - 09.2012
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