Dani Guedea

DANIELLE (DANI) GUEDEA Amsterdam, Netherlands |-| +31 - PROFILE Over 7 years of experience in the tech industry scaling and maintaining complex operations and supporting the launch of new products. An expert in developing comprehensive solutions that help scale large internal operations efficiently, keeping the best interest of the external community in mind. Through strong leadership, communication, complex problem solving, and the ability to stay cool under pressure, she is able to execute on projects quickly and effectively with full transparency to all stakeholders involved. PROFESSIONAL EXPERIENCE Facebook, Community Operations – Austin, TX Community Operations Project Manager March 2017 – March 2019 Project managed a team of over 50 people to migrate ~1,200 support workflows from an old tooling system to a new review tool in six months, which was on time and within budget. Historically, we were only able to migrate 2 workflows within six months. Collaborated with our design team to standardize and modularize the review dashboard across different workflows to reduce the amount of engineering time needed. Onboarded, trained and managed support agents across the globe. Ensured they were hitting key metrics, including accuracy and utilization, and coached any team members that did not hit goals to ensure their success. Led the build, training, and launch of internal tools our workforce uses to enforce the Community Standards on Live videos. Built a process to reduce the time it took for us to respond to reported content by 100% and created tools that allowed support agents to quickly escalate content to local law enforcement. Created and launched a standardized ID review platform that allows support agents to easily verify users across different products and issue types. We are now able to verify 500,000 accounts per week, up from roughly 300,000 per week, and can incorporate new product ID verification with little engineering overhead. Drove the strategy and planning to eliminate firearm sales on our platform and improved the accuracy of enforcement by 70% by updating internal protocol, tools and training. Authenticity Project Manager May 2016 – March 2017 Project managed a team of 10 people, including designers, researchers, and engineers, to re-design the names product experience on Facebook. The new experience launched globally and impacts over 60,000 people daily. Created and launched an internal workflow for support agents to efficiently and accurately work name related support issues. By streamlining the support agents view, it allowed us to move 1,800 workload hours a week out of our internal operations with a 98% accuracy. Project managed and launched a specialized name support flow for users who are unable to verify their name due to special circumstances. Published new policies and enforcement standards that allowed for people to submit identification outside of government issued IDs. North America Market Specialist April 2015 – May 2016 Implemented a process for the North America market team to measure and manage support agent accuracy. Scaled this process globally to measure quality across all markets and issue types. Implemented new training plans and refined policies in coordination with our policy, training and quality teams, to decrease support agent error rates by 20%. Led initiative to create decision trees for 20+ workflows, allowing us to automate 70% of support agent decisions and eliminating the need for support agents to memorize lengthy and complex policies. Morningstar, Commodity Data Division – Austin, TX Senior Client Support Specialist January 2014 – April 2015 Worked directly with clients solving product software issues. Problems were resolved by working as a liaison between the client, technical staff and client relationship managers. Earned consistent positive client feedback for exemplary product support, which led to company wide recognition, including a Morningstar Outstanding Performance Award in January 2014. Improved efficiency of our client support desk by streamlining support Salesforce pages, creating custom email templates, and enhancing our internal research tools. Client Support Specialist July 2012 – January 2014 Built personal rapports with clients by creating trusting and loyal relationships, providing a timely response to their questions, and tailoring support to meet their unique needs. Working with clients, technical specialists, and client support managers, resolved approximately 25 unique client issues a week; totally over 1,200 cases a year. Sarkesian Ventures, LLC (Spirits Start-Up Venture) – Austin, TX Operations and Finance Management Fall 2011 Obtained and analyzed the US market research of the spirits industry, which led to the development of a plus 32 year old, women’s low-calorie niche. A comprehensive marketing plan was developed to exploit the void in this market. Created a five-year financial forecast used in the business plan presentation to venture capitalists. Working with a CPA, developed the five-year financial pro forma and maintained financials for current operations. EDUCATION University of Texas at Austin May 2012 Austin, TX Bachelor of Business Administration, Marketing Cumulative GPA: 3.86 Recipient of College Scholar Award and Dean’s List all semesters SKILLS Computer Skills: CMS, HTML, CSS, SQL, Analytics, Social Media, Microsoft Office Suite Key Competencies: Project Management, Communication, Leadership, Strategy, User Experience (UX)