Alexis Hernandez
@alexishernandez
Policy Analyst in Trust & Safety, scaling global training and calibration to improve enforcement consistency and reduce errors.
United StatesWhat I'm looking for
I’m a Trust & Safety policy professional with 4+ years at TikTok, starting as a Safety Content Moderator and progressing through multiple policy and analytics roles. I now write policy and run global training programs focused on clearer standards and more consistent enforcement.
In my Policy Analyst role, I built a calibration and training program from a single-market pilot to 11 markets and ~5,400 reviewers. Using a 944-response reviewer survey, I improved training outcomes (99% pass rate) and reduced enforcement errors on calibrated policies by 82%, while also validating simpler policy language changes that cut errors by 31.6% in one market.
I’ve also built the operational infrastructure that makes policy work scalable: a knowledge base and intake system that closed 150+ high-priority policy questions, plus automated workflow tools that replaced manual status tracking. I reviewed 2,600+ moderation cases in H1 2026 and validated nearly 800 cases to support AI-assisted enforcement model training.
Before that, I was the go-to specialist for High-Risk & Regulated Activities and Harassment & Hateful Behavior policy, adapting 17 enforcement frameworks for gaming livestream content to reduce ambiguity across regions. I cut error rates at an outsourced review site from 29.38% to 13.3% using on-site diagnostics, targeted retraining, and SQL analysis of ~200 cases a week—supported by root-cause reviews and data-driven trend analysis.
Experience
Work history, roles, and key accomplishments
Built a calibration and training program from a single-market pilot to 11 markets and ~5,400 reviewers, reaching a 99% training pass rate and reducing enforcement errors on calibrated policies by 82%. Built a knowledge base and intake system, closed 150+ high-priority policy questions, launched 7 policy updates, and created automated workflow tools while validating nearly 800 cases for AI-assisted
Promoted through multiple Trust & Safety roles supporting global policy enforcement and reviewer training. Built calibration and workflow systems to scale consistent policy application across markets and validate data for AI-assisted enforcement model training.
Served as the go-to specialist for High-Risk & Regulated Activities and Harassment & Hateful Behavior policy. Adapted 17 enforcement frameworks for gaming livestream content and reduced enforcement error rates at an outsourced review site from 29.38% to 13.3% using diagnostics, targeted retraining, and SQL analysis.
Rebuilt calibration sessions for a team that had missed accuracy targets for months, bringing them back to target within weeks. Reviewed and validated Golden Set data, identified root causes behind misalignment, and translated dense policy into moderator-ready flowcharts and tables.
Operations Manager
Five-Star Resurfacing
Apr 2019 - May 2023 (4 years 1 month)
Negotiated and onboarded 500+ B2B clients across multi-property portfolios, managing invoicing, communications, and service delivery. Built a new-hire training program that reduced onboarding time and improved how reps resolved customer issues.
Reviewed user-generated content against platform policy and learned enforcement standards from the ground up. Followed guidance on unclear cases and was promoted to Quality Analyst after six months.
Handled 150–200 outbound calls per day in a CRM-driven, metrics-heavy customer success role. Converted 70% of qualified leads to real estate and lending partners.
Education
Degrees, certifications, and relevant coursework
University of Tennessee, Knoxville
Bachelor of Arts, Modern Foreign Languages & Literatures (Italian)
2016 - 2019
Coursework toward a B.A. in Modern Foreign Languages & Literatures (Italian). Focused on cross-cultural communication, linguistic nuance, and global communication frameworks.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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