Roy Daly

Joined AWS Trust & Safety in 2021, was promoted to the Enterprise Trust & Safety team, and then to Customer Advisor.

• Worked with third party and industry reporters to verify abuse reports before engaging customers, resolving each report fairly for both sides.
• Implemented a new workflow for the illegal content queue, handling highly sensitive material with discretion and strict escalation paths.
• Identified, escalated and actioned new abuse issues, trends and MOs; wrote standard operating procedures and trained the team on workflow changes.
• Reviewed teammates' work and coached through weekly quality assurance reviews and coaching tickets.
• Served as Voice of the Customer for enterprise accounts, collaborating with Engineering, Product, Security, Legal and Policy to diagnose and resolve high impact incidents.
• Contributed to AI/ML, data protection and abuse mitigation strategies, and troubleshot customer AI/ML and data issues.
• Troubleshot enterprise system architecture issues, including connectivity gaps, performance bottlenecks and interoperability challenges.
• Used SQL and analytics tools on data reports and logs to surface patterns, including some phishing investigation and log analysis work.
• Documented best practices in internal knowledge bases, conducted Quarterly Business Reviews and built strong relationships with enterprise customers.

• Promoted from Broker. Advised clients on market conditions, pricing, financing and legal requirements.
• Liaised with escrow companies, lenders and vendors to advocate for clients and keep every transaction on schedule.
• Responsible for the operations and financial success of condos and townhomes across the Greater Seattle area.

• Promoted from Sales Development Representative.
• Managed 200+ enterprise HCM SaaS subscriptions at once with a 99% retention rate.
• Achieved a 145% monthly recurring revenue increase in one month, a company record for monthly upsell.
• Acted as Voice of the Customer with Development, UX, Sales, Marketing and Billing to shape product improvements.
• Trained customers on the platform and reports, and managed accounts and renewals in Salesforce.

• Promoted from Outside Sales and Customer Service.
• Delivered technical support for aviation software and electronic flight computers in a regulated, standards driven field.
• Worked with developers on bugs and improvements and beta tested products from concept to production.
• Wrote and edited user manuals and collaborated with the FAA on technical requirements.
• Engineered an electronic flight computer with over 100 aviation functions.