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Kristine Manalang

@kristinemanalang

Trust & Safety and customer operations professional focused on marketplace integrity, investigations, and high-volume case resolution.

Philippines

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What I'm looking for

I’m looking for a Trust & Safety or customer operations role where I can investigate complex cases, enforce policies consistently, and partner cross-functionally to protect users—while continuing to improve processes, quality, and SLA performance.

I’m an experienced Trust & Safety and Customer Operations professional who thrives in high-volume, policy-driven environments where accuracy, fairness, and speed matter. I focus on compliance, investigation, and marketplace integrity enforcement to reduce abuse and protect users while maintaining strong service-level standards.

As a Trust & Safety Agent for policy circumvention, payment avoidance, account misuse, and fraud, I investigate and resolve complex cases using risk assessments and behavioral analysis. I apply enforcement actions such as account restrictions, suspensions, and removals based on investigation findings and compliance guidelines, while managing case queues with consistent accuracy and SLA target performance. I also collaborate cross-functionally with Risk, Compliance, and Customer Support to mitigate platform abuse and strengthen user safety.

Before this, I delivered technical customer support for a crypto startup by monitoring outages and bugs, managing tickets and escalations, and improving support operations through process manuals and SOPs. Earlier roles shaped my operational discipline and customer focus through customer service troubleshooting and account/client management, plus on-call virtual assistant work that included research, due diligence, and maintaining operational spreadsheets and manuals. I bring strong communication, problem-solving, and process improvement habits supported by tools like Zendesk, HubSpot, and Zapier.

Experience

Work history, roles, and key accomplishments

Current

Virtual Assistant (Property)

Current

Property (On-call)

Nov 2020 - Present (5 years 7 months)

Conducted property research and due diligence for targeted areas, supporting real estate operations on an on-call basis. Developed and maintained operation manuals and managed tracking spreadsheets to streamline team workflows.

Market Research Due Diligence Operations Manual Development Spreadsheet Management Administrative Support Process Improvement

Trust & Safety Agent

Upwork Enterprise

Oct 2023 - May 2026 (2 years 7 months)

Investigated and resolved marketplace integrity cases involving policy circumvention, payment avoidance, account misuse, and fraud, applying appropriate enforcement actions. Managed high-volume case queues while maintaining SLA targets and coordinated with Risk, Compliance, and Customer Support to mitigate abuse.

Policy Enforcement Fraud Investigation Case Management Risk Assessment Account Restriction Handling Payment Abuse Detection SLA Management Cross Functional Collaboration

Technical Customer Support

Crypto Startup

Nov 2021 - Apr 2022 (5 months)

Provided technical support to customers on supported crypto wallets, handling tickets and escalations to ensure timely resolutions. Monitored and reported outages and bugs, coordinated with technical teams, and created support SOPs and process manuals.

Technical Support Troubleshooting Crypto Wallets Ticket Management Escalations Bug Reporting Customer Satisfaction

Account Manager

Beehavesocial

Sep 2018 - Jul 2019 (10 months)

Served as the main point of contact for clients, coordinating internal fulfillment and ensuring timely service delivery. Managed multiple accounts and social media activities, including scheduling content and improving engagement, while tracking client metrics for growth opportunities.

Client Relationship Management Contract Negotiation Partnership Development Social Media Management Content Scheduling Influencer Marketing Team Coordination

Technical Customer Service Rep

Xerox

Nov 2014 - Feb 2015 (3 months)

Handled customer inquiries via email for business services, providing prompt and accurate assistance and resolving billing concerns. Performed troubleshooting and root-cause analysis, escalated complex issues, and recommended suitable services to improve satisfaction.

Customer Service Email Support Troubleshooting Root Cause Analysis Escalation Management Service Targets Recommendations

Technical Customer Service Rep

STARTEK Philippines

Nov 2011 - Jun 2013 (1 year 7 months)

Provided technical assistance to customers by email, troubleshooting issues and directing non-technical concerns to the right departments. Maintained quality and response-time performance while supporting customer satisfaction and retention.

Technical Support Email Ticket Handling Troubleshooting Customer Routing Quality Assurance Response Time Management Customer Retention Documentation