Muhand Abdulkreem

About Muhand Abdulkreem

Experienced and bilingual operations leader with over 5 years in Trust & Safety and more than 7 years in customer service and team supervision. Proven ability to manage escalations, optimize processes, and maintain a high standard of service under pressure. Skilled in stakeholder communication, emergency response, and team development. Seeking to bring my leadership, training, and problem-solving skills into my new journey.• Ambitious, proactive, and highly motivated professional with over 5 years of experience in Trust and Safety, Policy Development, and Platform & Tools Improvements with a demonstrated history of 7 years of experience working in team management and customer services.• Proficiency & Experience in ( FTO, Violence Extremism, Minors, Child Safety ( CSAI - CSAM ), Anti-abuse, Escalation Live Streams Violence, Hate Speech, Sexual Content, Nudity, Adult, political Misinformation, Law enforcement investigation).• Bilingual speaker of 2 languages: Arabic & English.• Experience working with multiple markets and across different time zones.• Solid stakeholder relationship skills and stakeholder relations management.• Middle East cultures, religious and traditionknowledge.

Experience

1. Us & Canada Trust and Safety Sr Investigator

   Uber

   Aug 2023 — Present

   Making initial contact on safety related reports involving physical assault, sexual assault, fatalities and more, taking appropriate action and creating reports to be investigated further.• Handle a high volume caseload of urgent and critical incident types.• Providing thorough, detailed investigations using various support platforms (email, chat, phone) to develop case details, analyze evidence, and present recommendations for internal actions to key stakeholders.• Maintaining excellent interpersonal skills and professionalism while delivering outstanding customer service.• Employ critical thinking, emotional intelligence, and creative problem-solving skills to navigate sensitive cases and high severity safety concerns.• Learn and master multiple knowledge base and contact management systems.• Contacting, interviewing and obtaining statements from reporting parties, witnesses and accused parties to secure vital information.• Act with a sense of urgency to ensure the complete, accurate and timely completion of your caseload within strict service level and quality agreements.• Utilize emotional self-regulation with empathy in all communications.

Education

• University of Baghdad

  Bachelor's degree, Computer Science

  2002 — 2006