NAINIKA SHARMA

•Built Process Lens, a custom AI-powered knowledge assistant that captures and delivers institutional process knowledge on demand across multiple moderation teams. Stakeholders describe the case type and product and get an immediate answer. Replacing manual policy lookups and reducing dependency on subject matter experts. Scaling org-wide in Q2 2026.
•Led end-to-end knowledge capture and operationalization for a new moderation process, working across Product and Training teams to codify expertise into structured tooling and learning materials, cutting SLA from over 3 days to under 2 days.
•Authored and governed 48 knowledge assets in 6 months in Contentful, including process articles, guidance materials, and policy documents, ensuring content was modular, tagged, and retrievable for a global team.
•Partnered with a technical team to build a Salesforce knowledge base analytics framework, integrating viewer telemetry and article linking to track read rates, usage, and content reuse across all knowledge assets. Developing a KM quality program on top of this measurement infrastructure.
•Managed content lifecycle governance across all knowledge assets: authoring standards, review cycles, metadata tagging, taxonomy alignment, and retirement of outdated content.
•Collaborated with Legal, Escalated Care, studio partners, and ToS leads to capture expert knowledge and translate it into accurate, operationally usable guidance for frontline teams.
•Own change management across all process updates, standardising how new knowledge is drafted, communicated, and adopted across stakeholder groups in multiple geographies.
•Reduced daily escalation volume by 83% through redesigned escalation workflows and targeted knowledge documentation, improving consistency of decision making across the global moderation function.

• Utilized strong analytical skills for data annotation and provided recommendations for more effective classification that resulted in 27.33% work reduction for machine labelers
• Designed, developed, and led calibration sessions to align quality standards and decision-making across Tier 1 and Tier 2 teams; currently scaled to a wider cross-functional audience to improve consistency and training effectiveness
• Coordinated with Product and Policy teams to flag trends, manage parity cases, and improve the impact of moderation tools.
• Performed quality control checks on annotated datasets before releasing them into production environments
• Initiated and led weekly educational syncs to promote transparency, address blockers, and drive project alignment across labeling functions.

• Led and coached Tier 2 and external partner teams, driving performance enhancements through consistent feedback and mentoring sessions
• Monitored performance of service staff by establishing a system of reports and communications involving customers, colleagues, and senior management
• Identified training needs within the team and arranged appropriate development activities accordingly
• Crafted monthly reports on user activity, feedback, and trends in the community
• Collaborated with product teams on feature development based on customer and peer feedback
• Responded to customer inquiries in a timely manner via email, chat, or other channels

• Worked with Geolabeling team to annotate geocodes to raw customer data
• As Quality Specialist worked with diverse group of coworkers to accomplish goals and address issues related to our emerging markets in UAE and parts of Europe
• Demonstrated strong critical thinking skills, resolving issues efficiently and effectively
• Assisted in routine maintenance and repairs on in-house tools and equipment
• Drafted records of test results, QC and QA activities, and related documents of internal audits to ensure compliance with quality standards and procedures