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David Hong

@davidhong1

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Trust & Safety specialist at Crescendo supporting Udemy, reviewing 513 courses monthly with a 99.2% QA score.

Brazil

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At Crescendo, I supported Udemy’s Trust & Safety operations by reviewing courses before publication, verifying instructor identities, and investigating fraud, account takeovers, and copyright infringement. I reviewed an average of 513 courses per month with a 99.2% QA score.

I handled abuse reports and legal escalations, maintaining a 100% QA score on abuse-report reviews for three consecutive months. I also actioned cases in Portuguese and Korean that English-only reviewers couldn’t process.

Before Trust & Safety, I resolved customer support tickets at Crescendo and managed operations at Together Agência de Turismo. I also founded and ran Flanguinho, a Korean restaurant, and previously interpreted between Korean and Brazilian teams at Hyundai Motor Brasil.

Experience

Work history, roles, and key accomplishments

Trust & Safety Specialist

Crescendo

Aug 2023 - Sep 2026 (3 years 1 month)

Actioned an average of 914 cases per month across four queues, holding the highest volume and lowest handle time on a five-person team. Maintained high QA scores on abuse-report and legal escalation reviews.

Content Moderation KYC Verification Fraud Investigation Account Takeover Copyright Infringement Zendesk Google Sheets Excel Portuguese Korean

Customer Support Specialist

Crescendo

Oct 2022 - Aug 2023 (10 months)

Resolved 70-80 tickets per day via Zendesk across email and chat, managed escalated complaints on Reclame Aqui, and trained new hires. Promoted to Trust & Safety after 10 months.

Zendesk Customer Support Complaint Resolution Training Mentorship

Founder & General Manager

Flanguinho

May 2020 - Jun 2022 (2 years 1 month)

Founded and ran a Korean restaurant serving 30-50 customers per day, recruiting and supervising staff. Managed wind-down including lease termination and supplier settlement.

Business Management Staff Supervision Customer Service Korean Language

General Manager

Together Agência de Turismo

Nov 2017 - Apr 2020 (2 years 5 months)

Ran daily agency operations, supervised staff, and owned budgeting and financial reporting. Built relationships with clients and airline partners.

Operations Management Budgeting Financial Reporting Client Relations Staff Supervision

Travel Agency Specialist

Together Agência de Turismo

May 2015 - Nov 2017 (2 years 6 months)

Verified passports and visas against international regulations, supported clients in three languages, and managed bookings in Sabre Red 360, Cangooroo, and Wooba.

Travel Rule Visa Verification Sabre Red 360 Cangooroo Wooba Multilingual Support