Emily Gonzales's Email

An experienced Leader, currently managing a global operations team, with a focus on scaling Trust and Safety Operations, strategic, data-driven decision making, constant efficiency improvements and operationalizing our high-level vision throughout the team. I hold a B.S. in Electrical Engineering from the University of Miami.

Trust and Safety Operations Manager, North America @ Accomplishments Include: • Opened the Airbnb Portland office and supported all initiatives and growth as a key player on the Portland Office Landing Team • Effectively transferred leadership responsibilities from the Portland Office Landing Team to the current Leadership Team. • Built out the Airbnb Trust and Safety team in Portland to 60+ agents and became the Leader to the team, for both the Detection and Response teams • Scaled the Community Defense - Offline team from 2 full-time agents working on 2 screening functions to a team of 8 full-time agents working on 6 screening functions • Developed workflows and designed product tools for new screening functions • Supported an efficient feedback loop between agents and the Content and Product teams for improvements in existing workflows and tools • Worked directly with Product to build a tool for searching, enqueuing and immediate mass action on attacks in real-time • Owned Lead Hiring from resume screening to on-boarding for three new Leads and participated in interviewing for key Lead and Shared Services hires • Owned all communications and actions for several urgent/sensitive cases • Presented to an audience of 100 about Offline Risk in the Sharing Economy at the MRC conference in Las Vegas • Led and Implemented projects focusing on team morale Day-to-Day Responsibilities Include: • Developing Leads and assisting in their growth toward being effective, inspiring and forward-thinking managers, who help their individual agents grow • Consolidating and implementing feedback from the team to improve day-to-day operations • Maintaining a pulse on team morale, encouraging leads to balance team productivity with proper self-care for agents • Identifying, initiating and executing on projects that push team operations toward accomplishments that help realize the team vision • Developing and maintaining strong relationships with other departments, company leaders, external business partners, and the rest of the team From July 2014 to Present (1 year 6 months) Trust and Safety Lead @ Team Management Responsibilities Include: • Managing a Global team of 11 - 19 Fraud and Risk professionals in the North America, Europe, Brazil and Singapore who are keeping the Airbnb community safe through proactive screening and detection • Team scheduling and delegation to ensure SLAs are met • Weekly 1:1s with team members to maintain transparency and review metrics and goals • Resolving escalated cases of Fraud and Risk that affect our users. • Mentoring new Leaders who join the team Project and Product Management • Running daily queries for Risk Screening • Working with the Trust and Safety Product team to communicate bugs, tool and product improvements • Contributing to cross-functional projects with User Research, Branding, Marketing and Product • Maintaining strong relationships with cross-functional teams in order to meet team goals • Project Management for resource forecasting, product launches and deep-dives into Risk product and tool issues. • Periodic reviews of all Community Defense workflows, processes, admin tools and product for efficiency and effectiveness improvements. From May 2013 to July 2014 (1 year 3 months) Customer Experience - Payments Specialist @ Airbnb is a trusted community marketplace for people to list, discover, and book unique accommodations around the world. Aircrew provides assistance and support to the international Airbnb Community. Customer Service • Ensuring community happiness while solving escalated customer issues related to guest payments and host payouts, by quickly resolving their specific issues while making a personal connection with each customer. • Working with banking partners (PayPal, Braintree, WorldPay) to track and manage funds, as well as processing manual payments, freezing payments, splitting payments, releasing authorizations and processing refunds. • Assisting customers with inquiries and troubleshooting related to the understanding and application of foreign exchange rates. Analytics • Enthusaistically completed AirDive projects both within and outside the scope of the Payments & Payouts team, as assigned by my manager. • Participated in Payments Immersion Day by presenting top Payments User Issues and recommending solutions to members of our management, engineering and product teams. • Meticulous attention to personal and team metrics, working hard to ensure that all ticket count, customer satisfaction and efficiency metrics exceed expectations. Leadership • Mentored and trained new team members and colleagues in other departments on various Payments tasks. • Led the Payments & Payouts team transition to Lantern. Assisted team members with the questions and issues they encountered as we moved from ZenDesk to Lantern. • Acting as a liason between HQ and the rest of the team to keep them updated during team meetings, in the campfire and 1:1 chats. From September 2011 to May 2013 (1 year 9 months) San Francisco Bay AreaChief Technology Officer @ Bookigee, Inc. is an early stage start-up based in Miami, FL. Our founders are veterans in the US Publishing Industry, and we have a Board and Advisory Group representing forward-thinking individuals from all areas of the US Publishing Market. Bookigee was started to meet an urgent need in publishing for ground-breaking solutions to help transform an outdated model for the 21st century and beyond. Bookigee’s mission is to create a data-ecosystem for the entire publishing industry—with innovative, highly-targeted services on one side that feed deep analytics on the other—to help authors, readers, and the rest of the industry understand & connect in today’s quickly-evolving publishing landscape. We believe this environment will create a rigorously neutral platform upon which the entire industry can innovate. We are a creative, visual company that values smart, out-of-the-box thinkers, and individuals with a playful, service-oriented approach. Our products marry intelligent data insights with cutting-edge User-Interface and User-Experience Design, so we especially look for individuals with an intuitive understanding of what creates a good consumer experience. In psychology-speak, we love people with a high Emotional IQ. As an early-stage start-up, we also look for employees with a high tolerance for rapid innovation and fast-moving decision-making. Every day is an adventure here at Bookigee. Bookigee has received one round of seed-funding from a group of New York and Miami Angels lead by Jeff Schweiger of the Miami-based Alison Group. Bookigee’s first product, WriterCube, a DIY Marketing app for authors, is scheduled for delivery in January 2012. This product will generate revenue by April 2012. Planned products also include a dynamic mosaic-interface for content browsing, and a ground-breaking consumer discovery platform for finding new books and authors. Bookigee projects an additional round of institutional funding in the 3rd quarter of 2012. From June 2011 to January 2013 (1 year 8 months) Director @ Expense Reduction Analysts (ERA) is an international consultancy that specializes in cost reduction for businesses. By focusing on non-core/G&A expenses, consultants help businesses save money without compromising service levels or quality. With these savings, our clients are able to preserve headcount, invest in their business or simply improve their balance sheet. Since 1992, ERA has saved businesses worldwide more than $1.7 billion. Working on a success-based fee structure, our consultants have saved clients an average of 20% in more than 40 expense categories including freight, telecommunications (voice and data), insurance, office supplies, waste management, document storage as well as many others. From June 2007 to April 2012 (4 years 11 months) Senior Design Engineer @ Planning and Design • Complete design of electronic circuits in the receiver of a next-generation high-speed data public safety mobile radio that met or exceeded all customer requirements in that sub-block of the final product • Utilized design software to accurately simulate the performance and tolerance of electronic circuits that were placed in the final product design to ensure confidence of customer satisfaction upon ship acceptance Quality Management • Used various software tools to optimize circuits for improved performance, saving time and cost resources during the prototype design time frames • Completed Six Sigma Green Belt training and as a GB candidate, have acquired the quality tools and processes to reduce circuit performance variations • Performed troubleshooting investigations and implemented solutions to eliminate probable customer issues upon product ship acceptance New Product Introduction • Obtained necessary documents and approvals in order to complete all product component qualifications necessary for product ship acceptance • Drove the development, organization and completion of the high-speed data receiver certification package required for product ship acceptance Cross-Functional Leadership • Mentored a summer intern in company policies, simulation processes, design knowledge and adapting to corporate culture, who has since accepted a full-time position with Motorola • Performed routine effective presentations to management and team members, reporting on design and qualification progress and results • Championed the Lead-Free Component Qualification conversion effort in the product receiver section by managing tasks done by various team members, contractors, outside component suppliers, and senior management to lead the processes and schedule necessary for successful completion. Conversion enabled customer sales in European markets with stringent lead-free compliance laws. From July 2002 to October 2007 (5 years 4 months)

BS, Electrical Engineering @ University of Miami From 1998 to 2002 Emily Gonzales is skilled in: Start-ups, Risk Management, Product Development, Product Management, Cross-functional Team Leadership, Distributed Systems, Product Design, Management, Change Management, Leadership, Business Development, Management Consulting, Telecommunications, Six Sigma, Analytics