Brek Hall
@brekhall
Lead Trust & Safety specialist driving policy compliance and team performance.
United StatesWhat I'm looking for
I am a Lead Trust & Safety Specialist with extensive remote customer-support experience, focused on policy enforcement, risk mitigation, and improving team outcomes. I consistently exceeded performance targets, maintaining an average personal metric score of 4.2/5 across response time, QA, CSAT, and close rate.
I lead daily and monthly team discussions, handle escalated supervisor calls, and train new and underperforming agents through one-on-one coaching and tailored process documentation. Previously I managed overnight support and high-volume ticket closure, and supported escalated safety incidents involving riders and drivers.
I hold an Associate in Science in Business and have completed most coursework toward a Bachelor's in Personal Financial Planning. I seek to bring my strong policy knowledge, coaching ability, and operational discipline to organizations prioritizing safety, compliance, and excellent customer outcomes.
Experience
Work history, roles, and key accomplishments
THLed Trust & Safety operations, achieving an average personal metric score of 4.2/5 (exceeding a 3.4/5 target) and resolving escalations to mitigate cross-functional risk while running daily and monthly team discussions.
Tier 2 Customer Service Representative
Awdco
Dec 2019 - Apr 2021 (1 year 4 months)
Managed email, chat, and phone support for Amazon Business accounts via Zendesk, maintained 98% chat acceptance and closed 80% of overnight tickets while coordinating with Amazon Support on order and account issues.
Jr. Team Lead
Vi Transportation
May 2018 - Oct 2019 (1 year 5 months)
Assisted team lead with weekly one-on-ones and created improvement plans for agents; handled escalated rider/driver incidents including safety, DUI testing, and police interventions to ensure platform compliance.
Education
Degrees, certifications, and relevant coursework
UUUtah Valley University
Associate in Science, Business; Personal Financial Planning
Completed an Associate in Science in Business and progressed approximately 80% toward a Bachelor in Personal Financial Planning.
Availability
Location
United StatesAuthorized to work in
Job categories
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