Dorina Bulat

Ensuring a safe and positive online environment for users.

Abuse mitigation:

• Analyzed and resolved stream limit abuse cases by developing effective solutions.
• Addressed and resolved domain abuse cases, working to protect the platform and its users from malicious activity.

Data Subject Requests (DSR) Processing:

• Processed Data Subject Requests (DSRs) from users in the USA, Europe (GDPR), and Brazil (LGPD), ensuring compliance with relevant data privacy regulations.
• Handled and protected sensitive personal information securely.

Cross-Functional Collaboration:

• Worked alongside diverse teams in customer support, legal, and engineering to tackle challenging safety issues.
• Provided training and guidance to other teams on Trust and Safety policies and procedures.

• Facilitated training sessions for new employees on company policies and procedures.
• Managed team activities to ensure alignment with corporate guidelines.
• Held regular one-on-one coaching sessions with staff members to encourage personal development.
• Assisted team members in managing tasks effectively under peak workloads.
• Conducted meetings to discuss team targets, strategize initiatives, and resolve issues.
• Monitored team progress and enforced deadlines.
• Developed strategies to increase team productivity and improve customer service levels.

• Responding to customer inquiries.
• Guided customers through troubleshooting processes with clear, step-by-step instructions.
• Supported clients with account setup, password resets, subscription management.
• Content and Feature Support: Providing information about available content, new releases, and platform features.
• Identified and escalated advanced technical issues to higher-level support teams.
• Onboarding and initial training for new agents.
• Developing and delivering ongoing training sessions,
• Providing coaching and mentoring to individual agents to improve their skills and performance.
• Acting as a point of escalation for difficult cases.
• Collaborating with other departments to resolve complex issues and improve support processes.
• Metric reporting and analysis of productivity and CSAT.
• Generating regular reports on team performance, and presenting findings to management.

In the role of Fraud Prevention Agent, a focus was placed on identifying and mitigating fraudulent transactions.

• This involved thorough investigations into suspicious transactions, and collaborating with financial institutions to verify card details.
• Engaging with clients and their banks was a key aspect, ensuring that all necessary verifications were completed efficiently.
• Optimized workflows to minimize chargeback occurrences and maintain client trust.
• Successfully identified and flagged numerous suspicious transactions.
• Initiated and led conference calls with customers and bank representatives for verification purposes.
• Resolved chargeback and double-charge cases.
• Worked closely with various financial institutions in the USA to confirm transaction details.