At TikTok, I manage impersonation reports, account data, and policy-related workflows, building Airtable and JIRA systems that improve tracking, quality assurance, and operational consistency. I reduced a 4,000+ case impersonation backlog to within a 14-day SLA by standardizing procedures, automating repetitive processes, and enabling vendor teams.
I've also helped establish U.S. appeals SOPs, trained teammates and new hires, and partnered with Legal, Engineering, Policy, and Operations to resolve complex cases. My background across TikTok, Kingston Technology, and Best Buy combines 12+ years of customer support with hands-on case management, documentation, research, and data accuracy.
