Sonalika Yadala

Trust and Safety Associate:

March 2024 – July 2025

• Reviewed user-generated content, listings, and guest/host communications to detect fraud, scams, and violations of Airbnb policies.
• Flagged high-risk cases for escalation, and supported enforcement actions to protect community trust.
• Met and exceeded KPIs, including accuracy, case resolution time, and quality score.
• Handled sensitive and potentially disturbing content while maintaining objectivity and discretion.
• Contributed to feedback loops by reporting edge cases and inconsistencies in moderation guidelines.

Quality Analyst – Trust & Safety (Reverse Engineering Project)

May 2025 – Present.

• Promoted to Quality Analyst for consistently exceeding quality and performance benchmarks in Trust & Safety operations.
• Leading efforts on the Reverse Engineering project to analyze patterns in fraud, scams, and policy violations for process improvement.
• Conduct in-depth quality audits on moderation decisions to ensure compliance with Airbnb’s trust, safety, and legal standards.
• Create and deliver actionable feedback and quality insights to moderation teams to enhance accuracy and consistency.
• Maintain confidentiality while working with sensitive data, ensuring user safety and platform integrity.

• Managed a portfolio of over 150 high-net-worth clients, ensuring personalized financial advice and service delivery.
• Increased client retention by 25% through regular follow-ups, trust-building, and effective conflict resolution.
• Cross-sold banking products such as loans, insurance, and investment plans, achieving 100% of sales targets consistently.
• Coordinated with internal teams to resolve service requests, ensuring client satisfaction, and timely execution.
• Conducted quarterly portfolio reviews and financial planning sessions with clients.
• Developed strategic relationships with potential clients, generating business worth several lakhs per month.