W O R K E X P E R I E N C E

Reviewing and escalating hundreds of content user-generated reports daily Successfully managed a team of ten moderators, providing coaching, guidance, and feedback to improve performance and maintain high-quality standards. Coordinated with Training, Quality Assurance, and Senior Management Team, to ensure correct execution of Meta policies and regulations upon reviewing flagged Meta User accounts.

Content Moderator Analyst

Accenture, onsite at Meta Aug 2019-May 2021

Manage a team of seven Subject Matter Experts specializing in Trust and Safety Content Moderation and Technical Support ticketing assistance for Meta. Collaborate with Training and Quality Assurance teams to create and implement new guidelines for 100+ Content Moderator Agents.

Analyze work processes and team performance metrics via Tableau, Scopa, and SRT) to identify inefficiencies and increase overall productivity. Monitor support macros to ensure user satisfaction with Meta products. Senior Subject Matter Expert

Accenture, onsite at Meta Dec 2021-Sept 2022

Develop comprehensive training materials and provide training to ensure the highest level of policy compliance and quality performance. Improve performance of the Content Moderation team by holding individual training sessions, weekly quizzes, and monthly group training presentations. Platform Quality Assurance

Accenture, onsite at Meta May 2021-Dec 2021

Houston, TX

512-***-****

https://www.linkedin.co

m/in/hayderzaidi1234/

adzdlp@r.postjobfree.com

C O N T A C T M E

Information Technology

Customer Support

Help Desk

Troubleshooting

Root Cause Analysis

Operating Systems

Task Assignment

Project Management

Reporting and Quality

Assurance

Resource Allocation

Process Improvement

Written Communication

Hiring and Onboarding

Content Moderation

Training

AWS Practitioner

Networking

A R E A S O F

E X P E R T I S E

HAYDER ZAIDI

P E R S O N A L P R O F I L E

Creative and motivated professional with nine years of professional experience in Customer Service and Technical Support roles. Skilled in troubleshooting technical issues, installing, and configuring hardware and software, and providing support with procedural documentation. Proficient in Office 365, Active Directory, SQL, and internal monitoring databases like Tableau and SRT. For the previous four years, I supervised the teams responsible for Technical Assistance in Content Moderation of Meta products. E D U C A T I O N

Bachelor of Science in Cybersecurity

and Information Assurance

Western Government University

(currently pursuing)

Associates Degree in Computer

Information Technology

Austin Community College (Aug 2022)

AWS Cloud Practitioner (Sept 2022-

Sept 2025)

Network Administration Level 1

Certification (July 2022)

Directly supervise a team of 15 employees, managing schedules, performance metrics, and professional development.

Manage and present weekly and quarterly business reports that contain QA results and upcoming training for 150+ agents.

Analyze report volumes and trends to prioritize assignments for agents specializing in Content Moderation and Legal Takedown requests. Hire Content Moderators by conducting interviews, language tests, and onboarding.

Senior Platform Expert Analysis

Accenture, onsite at Meta Sept 2022-Aug 2023

Provide on-demand technical support by answering questions and troubleshooting.

Install and maintain hardware and software to meet client requirements. Maintain detailed records of daily activities, reported issues, and completed solutions along with any further actions required. Technical Support

Marriott Feb 2014-Aug 2019

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