Raveena P V
TOS Administrator
C/o Raman Frankfurt Am Main
Summary
A seasoned professional with six years of experience in process analysis and administration at EA Sports. Demonstrated expertise in optimizing workflows and enhancing operational efficiency as a meticulous process analyst. Specialized in the last two years as a TOS (Terms of Service) administrator, showcasing a profound understanding of policy implementation and enforcement. Proven adaptability and a consistent track record establish me as a valuable asset with a comprehensive skill set in process optimization and administrative functions within the gaming industry.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
8
8
Certifications
4
4
Languages
Work History
TOS Administrator
EA Sports
Hyderabad
10.2021 - Current
- Collaborated with Audio and Chat AI Data Labeling team to enhance AI model performance through accurate and efficient data labeling.
- Worked with AI engineers to refine data requirements and improve model training.
- Generated data-driven reports on user behavior and content metrics using SQL and Python, providing actionable insights for decision-making and strategy development.
- Led a 6-month CRM testing project, identified and communicated bugs, and contributed to resolution of performance-related issues.
- Generated daily and weekly reports on Salesforce dashboard, including graphs and trend lines, by consolidating and aggregating workflow and production data in CRM.
- Worked as Coaching and Development Specialist for 3 months, developing learning and training modules using Articulate Rise and Articulate Storyline.
- Proficiently supported, investigated, and resolved customer issues using Salesforce Lightning through multiple mediums such as email and chat, ensuring high levels of customer satisfaction.
- Maintained positive customer experience by addressing negative and aggressive interactions, exceeding the key performance indicators (KPIs) in productivity, adherence, quality, and accuracy.
- Reviewed and investigated reports of player behavior, ensuring compliance with Terms of Service policies and procedures.
- Managed account penalty disputes in full compliance with dispute procedures, ensuring consistency and coherence with internal and external Terms of Service.
- Conducted threat and risk assessments on product functionalities and behavioral trends, serving as point of contact for Terms of Service-related issues.
- Provided support to various departments and studios by handling scheduled requests and completing ad hoc reports or projects as required.
Process Analyst
Facebook Genpact
Hyderabad
10.2017 - 09.2021
- Served as Subject Matter Expert (SME) within content moderation team, offering expertise on intricate cases, policy interpretation, and escalated content issues.
- Facilitated comprehensive onboarding sessions for new team members, encompassing training on policy guidelines, content moderation tools, and strategies for effective decision-making.
- Developed change management protocols to streamline required business process alterations through preemptive training and guidance.
- Designed, developed and maintained dashboards and reports to monitor key performance indicators (KPIs) ensuring accurate tracking and evaluation of success of diverse initiatives.
- Protected confidentiality and data integrity in work-related tasks as depicted in company regulations and protocols.
- Conducted in-depth business analysis to discern trends, patterns, and areas for improvements within content moderation processes.
- Collaborated closely with the policy team to provide valuable insights and feedback on emerging content trends, potential risks, and policy improvements.
- Diligently implemented and enforced Facebook's content policies with consistent precision, ensuring accurate adherence to guidelines. Proactively took decisive action on content violations, showcasing a commitment to maintaining safe and compliant online environment.
- Meticulously assessed and moderated user-generated content, spanning text, images, and videos, with dedicated commitment to upholding strict compliance with content policies.
Education
Bachelor of Science - Computer Science
Kasturba Gandhi Degree And PG College
Hyderabad 03.2014 - 10.2017
Skills
Documentation and Reporting
Jira
Confluence
Salesforce Lightning
Jaas
MS Office
Project Management
Gsuite
HTML
SQL
PowerBi
Python
C
Slack
Tableau
Certification
Certified 5Star Lean Six Sigma- Genpact
Timeline
TOS Administrator
EA Sports
10.2021 - Current
Process Analyst
Facebook Genpact
10.2017 - 09.2021
Bachelor of Science - Computer Science
Kasturba Gandhi Degree And PG College
03.2014 - 10.2017