Simona De Tommasi
Dublin
Summary
Learning & Trust & Safety professional with 6+ years driving training strategy, improving quality and operational performance, and ensuring policy alignment across international teams. Expert in designing and delivering impactful training programs, streamlining workflows, and collaborating cross-functionally with Policy, Product, Operations, and QA teams in fast-paced tech environments.
Overview
10
10
years of professional experience
Work History
Safety Operation Trainer-Trust & Safety Specialist
Tik Tok
Dublin , Ireland
04.2025 - Current
- Owned the design and delivery of engaging training content (e-learning modules, presentations, manuals, job aids) using adult learning principles, supporting 1,000+ Safety Operations agents across multiple regions.
- Led instructor-led and virtual training for 200–400 new and tenured agents annually, covering workflows, internal systems, and policy updates.
- Partnered with QA and Policy teams to identify skill gaps and implement targeted refresher training, boosting QA accuracy by 10–20%.
- Drove onboarding programs and Train-the-Trainer initiatives for regional and BPO trainers, ensuring consistent delivery across 5+ markets and vendor sites.
- Monitored training effectiveness through assessments, performance data, and learner feedback, achieving 85–90% post-training knowledge retention.
- Acted as a subject matter expert on TikTok policies, platform features, and internal tools, ensuring 100% alignment of training materials with evolving policies.
- Coordinated with department leaders to assess training needs and align learning programs with strategic objectives, reducing onboarding ramp-up time by 15–25%.
Quality Assurance Specialist – Trust & Safety
Tik Tok
Dublin , Ireland
06.2021 - 03.2025
- Directed QA for market-specific Trust & Safety teams, supporting high-risk workflows and maintaining enforcement consistency across multiple projects (enforcement, escalations, appeals, labeling), reviewing 500+ cases monthly.
- Served as a policy subject matter expert, delivering training, conducting gap analyses, and recommending process improvements to enhance policy compliance.
- Led process optimization initiatives, including QA sampling plans, appeal mechanisms, labeling accuracy, and policy cascading processes, improving operational efficiency and consistency.
- Owned KPI and quality reporting (accuracy, error rates, appeal overturns), ensuring stability and on-time project delivery.
- Drove cross-functional alignment with Policy, Operations, Training, and Programme teams to address quality risks and support major policy launches.
- Led onboarding and coaching for new hires and conducted R1 interviews for London and Dublin markets, reducing ramp-up time and supporting hiring objectives.
Sales Development Representative
IDG Direct
Dublin , Ireland
01.2019 - 06.2021
- Generated new business opportunities through 50–70 outbound calls, emails, and chats daily in a B2B, international environment.
- Built and maintained a prospect database of over 1,000 accounts, driving consistent pipeline coverage and lead qualification.
- Converted 20–30% of leads into SQLs, supporting Account Executives in meeting revenue, and pipeline targets.
- Collaborated with Sales, Marketing, and Customer Support to improve messaging alignment, lead quality, and conversion rates.
- Maintained 95%+ SLA compliance and received 90%+ quality feedback scores through accurate, compliant, and timely prospect engagement.
- Gathered and translated client needs into actionable insights and product requirements, enabling smooth handoffs to Sales Engineering, and Account Executives.
- Supported the onboarding and coaching of fellow SDRs, improving team efficiency and fostering a high-performing, collaborative environment.
- Utilised CRM software to track interactions, ensuring accurate record-keeping and efficient lead management.
Technical Content Writer
INAIL, National Institute for Insurance
Rome, Italy
05.2016 - 12.2017
- Authored and edited the 'Health and Safety of Workers in the Characterisation and Remediation of Landfills' section of the INAIL handbook, contributing to a 50+ page technical manual used by internal and external stakeholders.
- Conducted extensive research across 30+ sources to provide accurate statistics, evidence-based guidance, and to ensure compliance with relevant codes of practice.
- Produced 10–15 high-quality technical articles/sections per quarter, meeting tight deadlines while maintaining 100% policy compliance.
- Applied strong writing, editing, and proofreading skills to deliver clear, well-structured, and accessible content for both technical and non-technical audiences.
- Managed multiple projects simultaneously using Excel-based tracking of resources, deadlines, and references, ensuring the timely delivery of all assignments.
- Proofread and edited technical and promotional copy, meticulously checking grammar, referencing, and adherence to client policies and guidelines, resulting in zero compliance errors.
- Maintained up-to-date knowledge of INAIL technical standards and regulations, ensuring all content remained current, accurate, and fully compliant.
Education
2nd Level University Master of Science in Geology and Applied Geology
Sapienza Universita' di Roma
Rome, ItalyMaster of Science in Geology and Applied Geology
Universita' di napoli ''Federico II''
Naples, ItalyBachelor of Science in Geological Sciences
Universita' di Napoli ''Federico II''
Naples, ItalySkills
- Learning & Development: Training design & delivery, instructional design, e-learning, content creation
- Trust & Safety / QA: Policy compliance, workflow optimization, performance analysis
- Leadership & Coaching: Mentoring, team development, onboarding, cross-functional collaboration
- Analytical & Problem-Solving: Data interpretation, KPI tracking, process improvement
- Communication: Excellent written & verbal skills, stakeholder management
- Project & Operations Management: Multi-project coordination, goal-oriented, deadline-driven
- Tools & Technology: LMS platforms, Microsoft Office, collaboration tools, adaptable to new systems
Education
other,other,other
Languages
English
Full Professional
Italian
Native or Bilingual
Timeline
Safety Operation Trainer-Trust & Safety Specialist
Tik Tok
04.2025 - Current
Quality Assurance Specialist – Trust & Safety
Tik Tok
06.2021 - 03.2025
Sales Development Representative
IDG Direct
01.2019 - 06.2021
Technical Content Writer
INAIL, National Institute for Insurance
05.2016 - 12.2017
Master of Science in Geology and Applied Geology
Universita' di napoli ''Federico II''
Bachelor of Science in Geological Sciences
Universita' di Napoli ''Federico II''
2nd Level University Master of Science in Geology and Applied Geology
Sapienza Universita' di Roma