-- Experience --

Mercari | Marketplace Manager

November 2014 – August 2017

  • Built Mercari’s Marketplace Moderation team & in Q4 2016 inherited Payment Risk team
  • Reduced our fraud & chargeback rates by 60% in Q1 2017
  • Managed day-to-day operations, set goals and objectives, trained & aided in recruiting new team members
  • Managed SF, Portland, & Tokyo-based teams, & worked directly with BPO in Manila - scaled team from 3 SF agents to over 100 worldwide
  • Worked with Product team to create proprietary features for moderation team, reducing ticket review time by 75%
  • Helped Product team implement machine learning fraud tool: Sift Science
  • Created & edited copy for response templates, FAQs, marketing campaigns, & new features from 2014 to mid-2016
  • Worked directly with product, marketing, & design teams to start UJO project, that broke down the customer journey, increased user engagement, and laid the foundation for our marketing email campaigns

Rewarder | Customer Service & Operations

January 2014 – August 2014

  • Responded to phone and email inquiries
  • Dealt with user’s account, payment, and general operational issues
  • Wrote & edited customer support templates & Wizard of Oz’d answers to posted questions

Viator | Marketing Copy Editor – Part-time

December 2012 – March 2014

  • Edited, formatted, & loaded marketing content to help marketing team achieve their content goal
  • Helped SEO search results and ensured reliable subject matter
  • Navigated through backend to edit and clean content
  • Searched stock photo databases and aided in revising Viator’s photo-library leading to a comprehensive database of photos

Trulia | Finance & Accounting Intern

August 2012 - April 2013

  • Assisted in accounting system migration from Quickbooks to Netsuite by mapping trial balance to new GL accounts, transferring all open invoices to new system, and transferring all vendor and customer data to new system
  • Assisted in accounting team in completing audit during IPO timeframe
  • Responsible for verifying over 400 expense reports per month & accounts payable
  • Helped with calls for accounts receivable
  • Kept revenue tracking sheets up to date for finance team