Autumn Heard

Lead Trainer October 2021 — November 2021

Subject Matter Expert February 2021 — November 2021

Community Support Agent July 2020 — February 2021

About the role As the Lead Trainer at Peak Support, I oversaw employee training and development activities within the organization while also developing training programs to improve the performance of the company. My responsibilities included setting up monthly meetings with management to report on the progress of training programs and address any issues, keeping detailed records on the company's training budget to ensure adequacy and use data to pinpoint areas where more resources were needed. During my time as a Subject Matter Expert at Peak Support I supported my team lead and teammates by creating resources and materials that improved our quality scores from an average of 87% to an average of 96% across multiple content categories. I also completed audits for team members to assist in coaching and quality assurance. My responsibilities included distributing cases in accordance with guidelines in the afternoon and as needed, answering content moderation questions in real-time, & assisting teammates in assessing policy compliance on borderline cases. I was also able to create materials to help train and facilitate new hire training and other cross or up-training classes as needed. As a Community Support Agent, my responsibilities included facilitating moderation for various types of reported content on a large social media platform and utilizing the platform guidelines to make informed decisions on content that included coronavirus misinformation, discrimination, racial profiling, and election misinformation. I resolved reported cases through specific workflows depending on case type and within set SLAs. I also identified real-time news and cultural trends to make informed decisions on content moderation & maintained productivity while working in a remote-first environment.