Katey Whaley
Buckeye
Summary
Investigations-focused Trust & Safety and Operations professional with extensive experience in platform safety, high-stakes incident response, healthcare compliance, and behavioral health operations. Expert in managing sensitive Community Response casework, deactivation appeals, Tier 3 escalations, fraud pattern identification, and risk mitigation across complex environments. Proven track record of operational accuracy, maintaining 99.52% QA and 100% productivity to target. Strong background in criminal justice, cyber defense, systems thinking, and operational knowledge management, with practical expertise in using Generative AI tools to build workflows, technical plans, and product specifications. Passionate about fostering platform safety, community trust, and human-centered AI integration.
Overview
11
11
years of professional experience
Work History
Community Response Representative — Trust & Safety
DoorDash
10.2023 - Current
- Investigate high-sensitivity Community Response and Trust & Safety cases involving safety concerns, conduct issues, policy violations, deactivation appeals, fraud indicators, and platform abuse.
- Evaluate risk signals, evidence, account histories, and prior activity to execute policy-aligned decisions across in-app appeals, standard appeals, and specialized Tier 3 workflows.
- Achieved an overall Exceeds rating for Q1 2025 with a 99.52% QA score, 80.53% utilization, and 100% productivity to target.
- Delivered overnight coverage for high-complexity deactivation appeals queues, ensuring consistent policy application.
- Document case actions, outcomes, and escalation rationale in clear, leadership-readable summaries while protecting personally identifiable information (PII) and restricted data.
- Utilize Salesforce and Fraud Workstation to investigate, document, route, and resolve platform incidents.
- Developed centralized operational reference materials, including QA resources, policy guides, communication templates, macros, training content, and scorecards to streamline team processes.
- Authored a pilot proposal for an optional team-support model, outlining scope, guardrails, rollout phases, success metrics, content planning, and peer recognition frameworks.
- Partner cross-functionally with Legal and Trust & Safety Leadership to resolve complex escalations, clarify investigative findings, and improve workflows.
- Mentored team members on investigative best practices, communication strategies, and case management skills to foster team development.
- Actively participate in Engage@TS initiatives to promote operational excellence and employee wellbeing.
- Resolved customer, Dasher, and merchant inquiries through chat, phone, and email with accurate, timely support.
- Documented case details in CRM systems, maintaining clear records and consistent follow-up on open issues.
- De-escalated escalated interactions by using empathetic communication and effective conflict resolution.
Provider Experience Specialist I
CIOX HEALTH, Health Information Managment
01.2021 - 05.2023
- Managed medical record/chart workflows, handled inbound provider inquiries, and coordinated with health insurance partners to support efficient healthcare operations.
- Reviewed and validated medical documentation to identify discrepancies, fraud potential, and sensitive routing needs for appropriate escalation.
- Enforced strict compliance with Protected Health Information (PHI), HIPAA, and data security standards while maintaining clear, accurate case documentation.
- Demonstrated calm composure and effective problem-solving skills in high-volume, time-sensitive environments.
- Led medical record release workflows, ensuring HIPAA-compliant disclosure of protected health information.
- Reviewed incoming authorizations for accuracy, completeness, and alignment with facility policies.
Behavioral Health Technician /Independent Living Assistant
Foundations For Senior Living (FSL)
07.2018 - 04.2019
- Facilitated development of independent living skills, self-care routines, meal planning, household management, and community integration for adults with developmental disabilities.
- Addressed behavioral concerns and crisis situations by employing de-escalation techniques and effective communication to maintain client safety and support.
- Recorded safety incidents, client observations, and support plans to maintain continuity of care and meet regulatory compliance standards.
- Monitored resident behavior, identifying changes and escalating concerns to nursing staff promptly.
- Documented observations accurately in care records to support treatment planning and continuity.
- De-escalated agitation using trauma-informed communication and calming intervention techniques.
- Assisted residents with daily routines while preserving dignity, safety, and independence.
Direct Support Professional
Aspire Human Services
11.2017 - 04.2018
- Coordinated direct support for adults with developmental disabilities, complex behavioral needs, physical disabilities, and criminal justice backgrounds, ensuring tailored care and fostering individual growth.
- Implemented safety routines, crisis response protocols, structured daily schedules, and care plans while maintaining dignity, respect, and non-stigmatizing care practices.
- Documented incident reports, behavioral tracking records, and observational logs to enhance safety protocols and uphold accountability within the care environment.
- Assisted with daily living activities such as hygiene, meal preparation, and household routines to facilitate independence and improve quality of life.
- Monitored client safety and well-being, responding promptly to behavioral or medical needs.
Customer Service Representative
Dollar Tree
02.2017 - 08.2017
- Resolved customer complaints promptly, providing clear product and policy information.
- Assisted shoppers with item location, pricing, and checkout questions.
- Processed cash, card, and coupon transactions accurately at register.
- Maintained front-end organization, ensuring clean and welcoming customer areas.
Customer Service Associate
Blarney Castle Oil & Co.
05.2015 - 11.2016
- Executed front-end retail operations, managed cash handling, organized store merchandising, stocked inventory, and provided customer assistance.
- Trained new staff on customer service procedures, call handling, and system navigation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Education
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Tempe, AZ03-2024
Cyber And Network Defense - Cyber Security
University of Phoenix
Tempe, AZ12-2024
Associate of Arts - Criminal Justice
University of Phoenix
Tempe, AZ03-2022
High School Diploma -
Chippewa Hills High School
Remus, MI05-2015
Skills
- Trust & Safety & Investigations: Community Response, Safety Deactivation Appeals (In-App & Regular), Tier 3 Casework, Fraud & Platform Abuse Indicators, Evidence & Account History Review, Escalation Documentation, High Judgment & Discretion, Critical Incident Triage, Policy Interpretation & Compliance, Risk Assessment & Threat Mitigation
- Crisis Response & Behavioral Support: Crisis Management, Conflict Resolution & De-escalation, Confidential Information Handling, Protected Health Information (PHI) & HIPAA Compliance, Behavioral Support, Care Plan Coordination, Non-Stigmatizing Care Practices
- Operations & Systems Thinking: Knowledge Management & Reference Building, Process Improvement, Technical Documentation, Workflow Organization, Cross-Functional Collaboration, Peer Coaching & Mentorship, Digital Operations
- Professional Tools & Systems: Salesforce, Fraud Workstation, Google Workspace (Docs, Sheets), Notion, Discord, Canva, Git/GitHub, Cloudflare
- Product & Generative AI: AI-Assisted Workflows, Prompt Engineering, Rapid Prototyping, Product Planning & Requirements, Feature Specifications, User Flows, System Architecture, Testing & Quality Assurance
- Brand Strategy & Digital Planning: Manage digital marketing strategy, brand voice, content calendars, asset organization, and release schedules for independent creative projects
- Content & Copywriting: Apply long-form writing, storytelling, copywriting, and audience strategy across digital platforms while maintaining complete confidentiality of brand and social identities
Timeline
Community Response Representative — Trust & Safety
DoorDash
10.2023 - Current
Provider Experience Specialist I
CIOX HEALTH, Health Information Managment
01.2021 - 05.2023
Behavioral Health Technician /Independent Living Assistant
Foundations For Senior Living (FSL)
07.2018 - 04.2019
Direct Support Professional
Aspire Human Services
11.2017 - 04.2018
Customer Service Representative
Dollar Tree
02.2017 - 08.2017
Customer Service Associate
Blarney Castle Oil & Co.
05.2015 - 11.2016
Cyber And Network Defense - Cyber Security
University of Phoenix
Bachelor of Science - Criminal Justice Administration
University of Phoenix
Associate of Arts - Criminal Justice
University of Phoenix
High School Diploma -
Chippewa Hills High School