Trust & Safety, Operations Leader in Content Moderation

Bianca Lightner

Austin, TX ***** ****************@*****.*** +1-512-***-****

Professional Summary

Results-driven professional with deep experience in trust and safety, operations, and content management. Adept at resolving complex issues, analyzing data trends, and improving policy alignment. Skilled at supporting cross-functional teams while maintaining exceptional accuracy, integrity, and user experience standards. Work Experience

Trust and Safety Specialist Meta (Accenture), Austin, TX Mar 2021 to Oct 2024

• Performed operational quality reviews ensuring safety, accuracy, and compliance across high-volume content workflows.

• Conducted root cause analysis to identify policy and quality issues, contributing recommendations to process improvements.

• Used Excel, Sheets, and BI dashboards for data tracking, performance reporting, and documentation.

• Reviewed and moderated sensitive content while applying policy updates in real time.

• Updated content guidelines, supported documentation, and contributed to operational alignment projects.

• Collaborated with global teams on data requests and compliance with international standards. Senior Claims Adjuster Progressive, Austin, TX

Jun 2019 to Sep 2020

• Managed high-volume auto claims with accuracy and exceptional customer communication.

• Negotiated shared liability with other insurers to resolve complex cases.

• Conducted investigations and completed final liability determinations. Content Moderator Google (Accenture), Austin, TX May 2018 to May 2019

• Reviewed flagged content to ensure compliance with community guidelines.

• Escalated high-risk or ambiguous content requiring policy specialist review.

• Trained and mentored new moderators in accuracy standards and workflows. Order Admin Support & Shipping Investigations Apple (Volt), Austin, TX Sep 2017 to Apr 2018

• Resolved shipping and delivery management cases using SAP, Toolbox, BOSS, and GCRM.

• Provided customer support and ensured accurate documentation and resolution. Animal Control Officer Multnomah County Animal Services, Portland, OR Jul 2007 to Feb 2015

• Responded to emergency calls and performed field operations with public safety focus.

• Completed reports, records, and training duties for reserve officers. Skills

Customer Service • Conflict Management • Microsoft Office Suite • Content Management • Google Workspace • Salesforce • Zendesk • Data Entry • Microsoft Outlook • SAP • Windows / Mac OS • Administrative Support

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