Kisha Nairr

• Led immediate risk mitigation initiatives by assessing threats and executing rapid containment strategies using enforcement sweeps, High-Risk Lists (HRLs), and Suspect Watch Lists (SWLs) and reducing incident escalation by 40%. • Deployed AI-powered enforcement sweeps and refined rule thresholds to minimize false positives by 30% and prevent escalation of emerging risks across multiple regions. • Evaluated and refined rule parameters to balance enforcement effectiveness with precision, minimizing false positives and collateral impact. • Optimized containment performance through data tracking, recall analysis, and lifecycle monitoring of hundreds of enforcement rules. • Investigated system alerts and unusual enforcement patterns, adjusting thresholds and refining rule scopes to address root causes. • Led emergency responses to high-risk situations including political unrest and hate speech by deploying tactical containment strategies. • Reduced risk discoverability by analyzing content exposure patterns and suppressing harmful material across feeds and search. • Collaborated with the A&P team to conduct root cause analyses and integrate systemic feedback into mitigation workflows and SOPs. • Maintained consistent communication with global stakeholders, authored documentation, and represented the team in MCC meetings. • Handled critical appeals and enforcement requests with a balanced approach, aligning actions with platform policies and user trust objectives.

Interim Market Program Manager (APAC) • Conducted in-depth research and risk analysis across APAC markets, leveraging data from news, social media, and internal reports to assess market health and identify emerging safety threats. • Designed and implemented regional risk prevention strategies focused on issues with global safety standards. • Led cross-functional collaboration with teams including Content Policy, Product Management, Data Analytics, Operations, and Public Policy to resolve product safety gaps and enhance user protection. • Spearheaded initiatives across platform features using qualitative and quantitative methods to detect community risks and drive mitigation strategies. • Owned project management responsibilities, including timeline tracking, stakeholder updates, documentation, and cross-functional execution for high-impact safety initiatives. • Acted as the key liaison between regional operations and global leadership, contributing to strategic decision-making and aligning market initiatives with broader business goals. • Mentored junior team members and supported team development by promoting proactive risk thinking, cross-regional knowledge sharing, and operational excellence. Market Analysts • Led Strategy & Implementation for South Asia teams across 4 cities • Developed and implemented AI models for content moderation, achieving 98% detection accuracy. • Created and optimized SOPs, root cause analyses, and improvement trackers to streamline operations and reinforce quality controls. • Delivered market-level insights and performance reports to guide strategic decisions and improve discoverability and moderation effectiveness. • Collaborated with Trust & Safety (T&S), QA, Policy, and Investigation teams to close operational gaps and implement high-impact product improvements. • Managed government escalation workflows and proactively executed enforcement sweeps to neutralize high-risk, low-prevalence threats.

• Collaborated with Trust & Safety (T&S) teams to identify policy and operational gaps, leading initiatives to enhance user safety and optimize enforcement workflows. • Developed and updated market-specific content policies, provided guidance to Moderation, QA, and BPO teams, and served as a key liaison for cross-functional communication. • Managed appeals and high-risk escalations, delivering root cause analyses and policy recommendations to leadership and stakeholders. • Led training support through case vetting, performance evaluations, and coaching, while improving underperformer metrics through structured 1:1 development session. • Reduced policy-related appeals by 25% through SOP updates and operational coaching. • Produced weekly reports, analyzed moderation trends, and implemented targeted action plans that improved operational quality and policy clarity across teams.

As a Quality Analyst, I excelled in performing daily sampling tasks for audit purposes, including videos, comments, GIFs, accounts, profiles, hashtags, audio, underage content, SUG filters, video escalations, and SPS queues. My efforts ensured adherence to Malaysian policies while maintaining high-quality standards and avoiding errors. I conducted comprehensive data analyses to identify issues, provide feedback, and escalate problems as necessary. Weekly feedback sessions highlighted gaps in moderation quality and facilitated continuous improvement. I also provided detailed policy feedback and analysis, identifying areas for enhancement and collaborating with moderation teams and market POCs to ensure compliance and operational excellence. My work included developing and optimizing quality inspection standards, processes, and system platforms. I calculated Root Cause Analysis (RCA) metrics, prepared detailed reports, and updated data in weekly calibration files for Kuala Lumpur. These findings were presented during queue calibration meetings to align teams on metrics and corrective actions. I played a pivotal role in team collaboration and training by organizing meetings to update comment queue policies and calibration changes. Actively participating in weekly quantitative calibrations, SQA discussions, and team strategy meetings, I ensured alignment across teams and continuous progress. In addition to my routine responsibilities, I contributed to the successful completion of the APAC Wiki project as one of three Points of Contact (POC). My involvement in the Appeal System included acting as an Arbitrator, Corrector, and Administrator, ensuring fair outcomes and adherence to policies. These experiences demonstrate my expertise in quality assurance, process optimization, and team collaboration, contributing to enhanced operational efficiency and organizational success.

In my role as a Service Desk Analyst, I consistently demonstrated high performance and productivity, achieving the top rank within the L1 English team by managing an impressive 917 logs per month across calls, chats, and emails. My dedication to excellence earned me the gold agent status every month, reflecting outstanding customer satisfaction and performance. I provided Level 1 technical support for a range of software and hardware issues, ensuring strict adherence to Service Level Agreements (SLAs). Each reported incident, whether via telephone, email, or voicemail, was logged accurately and addressed promptly. When necessary, I escalated issues appropriately to ensure their swift resolution. My incident management responsibilities included dispatching incidents to the relevant support groups and conducting detailed escalations by gathering necessary information and assigning appropriate priority levels and resolution targets. Additionally, I utilized documented procedures and available tools to deliver effective second-level support, enhancing issue resolution efficiency. I played a mentorship role by providing guidance to less-experienced technicians, fostering their professional growth and improving team operations. My involvement extended to special projects, where I contributed to organizational objectives and coordinated system-level production down resolutions, adhering to documented protocols. Furthermore, I ensured seamless technical support for remote users, maintaining high-quality service regardless of their location. These efforts underscored my commitment to delivering exceptional support and contributing to overall operational success.

As an Administrative Executive and Lecturer, I effectively balanced academic and operational responsibilities to contribute to the success of the university. In my lecturing role, I taught undergraduate students across various disciplines, including Business, Principles of Management, Entrepreneurship, Logistics Management, Transportation Management, HRM, Corporate Governance, and Social Studies. I supervised student assignments, ensured adherence to academic standards, and developed high-quality curricula tailored to meet learning objectives. Additionally, I created learning materials, prepared schemes of work, and maintained records to track student progress, achievement, and attendance. I administered and marked exams and assessments, offering constructive feedback to enhance student performance. Participating in departmental and faculty seminars, I shared research outcomes to foster interdisciplinary collaboration. Beyond academics, I provided pastoral care and academic support to students, ensuring a positive and conducive learning environment. In my administrative capacity, I managed operational functions to ensure efficient project delivery and event coordination. I maintained the corporate master calendar for events, conferences, holidays, and vacations, streamlining scheduling processes. Responding promptly to requests and queries, I supported smooth university operations. I supervised daily staff activities, handled overtime reporting, and compiled departmental submissions. I planned and organized key university events, including student orientations and special occasions, while assisting senior executives and Heads of Department with operational tasks and project coordination. My role extended to overseeing equipment purchasing, ensuring budget alignment, and managing interview candidates by coordinating schedules and processes efficiently.

As part of the logistics team, I successfully transitioned the department from traditional manual record-keeping to a system-based approach, earning recognition from the department director for improving efficiency and streamlining processes. This initiative enhanced the accuracy and accessibility of operational data, fostering better decision-making. I coordinated and monitored import and export shipments, overseeing transportation logistics and customs clearance to ensure timely delivery while maintaining compliance with regulations. I updated critical data in the integrated logistics system, ensuring that operational needs were met with precision. Collaboration played a key role in my responsibilities. I worked closely with the sales and operations divisions to manage delivery schedules, ensuring on-time performance and high levels of customer satisfaction. Additionally, I liaised with customers and warehouse personnel to align operations with client preferences, ensuring seamless service delivery. To maintain transparency and effective communication, I prepared and updated delivery status reports tailored to customer preferences. This ensured clear and consistent updates, enabling better customer engagement and trust.

Assisted with student admission documentation, including updating student information in the system Acted as a student facilitator for university events and new student orientations in April 2013, September 2013, and January 2014. Conducted tutoring sessions, delivering brief introductions to management and business subjects during orientation. Organized and led ice-breaking sessions for new students in collaboration with the student affairs department officers. Managed communication, including sending admission invitations, calling students about their status, and handling follow-ups. Supported administrative tasks such as photocopying and filing student particulars. This part-time role, spanning multiple semester breaks, allowed me to gain experience in student engagement, event facilitation, and administrative processes.

In progress