Contact Info
Payton Cao / Cao Nguyễn Kim Phượng
+84 98 737 22 91 | cnk.phuong@outlook.com | linkedin.com/in/phcng
Summary
Trust and Safety Program Manager with 7+ years of experience in compliance, risk management, and operational efficiency. Proven ability to lead large in-house and BPO teams, manage escalations, and develop policies ensuring safety and compliance. Skilled in driving cost reduction, platform safety, and user satisfaction through strategic workflows and cross-functional collaboration.
Professional Experience
TikTok | Platform Policy Manager
Sep 2022 – Jun 2023
Led market policy governance and user experience improvements for TikTok Shop, safeguarding platform reputation while enhancing compliance and safety measures.
- Policy Governance and Compliance Oversight
- Escalation Management and Risk Mitigation
- Strategic Governance and Cross-functional Collaboration
- Business Enablement and Operational Efficiency
- Localization and Communication
Shopee | Trust & Safety – Workforce and Quality Manager
Oct 2021 – Sep 2022
Led critical operations and quality management initiatives to ensure compliance, restructured workflows, and drive operational excellence for Shopee’s high-volume Listing team.
- Leadership and Operational Oversight
- Compliance and Risk Management
- Stakeholder Coordination and Escalation Management
- Vendor and Budget Management
- Cost Efficiency and Strategic Decision-Making
Ninja Van | Customer Experience – Quality and Training Manager
Aug 2019 – Feb 2021
Led customer experience initiatives to improve service quality, optimize workflows, and deliver operational consistency for Ninja Van’s tech-enabled logistics platform across SEA.
- Team Leadership and Operations Management
- Customer Experience Policy Development
- Operational Restructuring and Cost Optimization
- Workflow Optimization and Performance Management
- Support Channel Expansion and Model Training
Accenture – Trust and Safety Project
Jul 2017 – Jul 2019
Training and Policy team is responsible for driving scalable solutions for market sensitive content; consequentially protecting platform’s reputation, preventing social crisis and leakage of malicious actors.
Disputes & Solutions Specialist
Feb 2019 – Jul 2019
- Market Expert
- Disputes Handling
Process Trainer
Apr 2018 – Feb 2019
- Core Training
- Process Improvement
Content Moderator
Jul 2017 – Apr 2018
Additional Information
EDUCATION: Asian University for Women | BS - Biological Sciences , 2014 – 2017
INDUSTRIES: Digital Platforms and Online Services, Trust and Safety, E-commerce, Logistics and Supply Chain.
SKILLS: Compliance and Risk Management, Strategic Planning, Stakeholder Management, Operational Management, Quality Assurance & Training, Performance Optimization, Budget Planning and Management.
LANGUAGES: English – Working proficiency; Vietnamese – Native proficiency.