Breno Costa Carneiro
São Paulo
Summary
Trust & Safety (T&S) | Risk Management | Program Management | Quality Assurance | Policy Enforcement & Development
Overview
7
7
years of professional experience
Work History
Incident Safety Specialist
Keeta, Meituan 美团
São Pulo
10.2025 - Current
- Lead and resolve sensitive and complex incidents, ensuring accuracy, consistency, and alignment with legal and operational guidelines;
- Validate escalations and support coordinators in critical or high-risk scenarios;
- Coaching and feedback to analysts and specialists, strengthening the uniformity of decisions;
- Collaborate with Quality, Governance, and Training areas in the improvement of processes and SOPs;
- Identify emerging risks and support internal audits and data reviews;
- Act as a technical reference in risk classification, escalation flows, and policy application.
Global Senior Quality & Policy Specialist - TikTok
ByteDance
São Paulo
08.2023 - 10.2025
- Provide final policy guidance to OPS Moderation team.
- Provide appropriate market policy enforcement for vagueness and ambiguous content.
- Manage internal documentation and provide accurate policy cascading to other teams.
- Participate in large scale projects implementation as well as developing high-impact projects.
- Exceptional understanding of TikTok's short-videos and feature policies.
- Final Arbitration for appeals, escalations and specific content reviews.
- POC for internal teams and BPO external partners.
- Cross-functional collaboration with different Safety departments.
- Trends identification, categorization and enforcement guidance cascading.
- Risk assessment of user's behaviors for improvements on policy.
- Emergency response to high-risk trends and content.
- Data analysis, dashboard building, datasets management, reporting and actionable action plans.
- High-harm Specialized QA: analysis, escalation and enforcement of high-risk content.
Global Sampling Quality Analyst II - TikTok
ByteDance
07.2022 - 08.2023
- Responsible for monitoring the international quality of short video content and in-app features to ensure community safety in the Brazilian market.
- Perform root cause data analysis.
- Improve the application of the Community Guidelines through moderation reviews.
- Participate in the development of quality inspection standards and continuously optimize the process and system.
- Cross-functional collaboration and issue escalations handling to ensure community safety.
- Produce structural feedback, support and supervision, and act as a trusted point of contact for external stakeholders.
- On-call trust & safety escalations including ban, unban etc.
Customer Service Specialist - Bilingual
Concentrix Brasil
01.2021 - 08.2022
- Provided technical support for a major tech company in a BPO environment, handling troubleshooting across chat, email, and phone channels for issues such as unauthorized account access and failed transactions.
- Investigated and resolved refund requests, enforced product policies, and conducted risk reviews while managing escalations and legal requests to appropriate teams.
Acting Senior QA Analyst
Concentrix Brasil
05.2022 - 06.2022
- Evaluated Customer Services support across phone, chat, and email channels.
- Created quality materials for Ops teams to improve compliance and performance.
- Analyzed data to develop action plans and SMART objectives.
- Provided focused feedback and coaching using techniques like 'GROW' for enhanced performance.
Acting Trainer
Concentrix Brasil
03.2022 - 04.2022
- Developed and delivered training programs for technical support teams, focusing on troubleshooting complex issues, product policies, and customer service best practices.
Acting SME
Concentrix Brasil
12.2021 - 01.2022
- Served as Subject Matter Expert, providing advanced technical support for complex issues.
- Monitored team performance, acted as second-in-command, presented at Weekly Business Review (WBR) meetings.
Chemical Officer Chief
Jolly Industry LTDA
09.2020 - 01.2021
- Oversaw technical operations in a metal pan fabrication facility, managing chemical processes, ensuring quality control, and optimizing production efficiency.
- Handled legal responsibilities and compliance with the Chemistry Council, maintaining adherence to industry regulations and standards.
Customer Support Specialist
Concentrix Brasil
04.2019 - 08.2020
- Provided technical support by troubleshooting issues, managing repair orders, and resolving failed transactions, while guiding users through problem-solving processes and offering effective solutions.
Education
Associate Degree - Chemistry
ETEC - Escola Estadual Técnica Suzano
High School -
E.E Professora Lacy Lenski Lopes
Skills
- Policy Enforcement & Development
- Risk Assessment & Trend Identification
- Project Implementation & Development
- Quality Assurance & Standards Development
- Data Analysis, Data Query, Data Reporting & Action Planning
- Escalation Management & Emergency Response
- Cross-functional Collaboration & Stakeholder Management
- Coaching & Performance Feedback
Languages
- English
- Portuguese
- Spanish, Entry level
- English, Advanced - Full Professional
- Portuguese, Native
Timeline
Incident Safety Specialist
Keeta, Meituan 美团
10.2025 - Current
Global Senior Quality & Policy Specialist - TikTok
ByteDance
08.2023 - 10.2025
Global Sampling Quality Analyst II - TikTok
ByteDance
07.2022 - 08.2023
Acting Senior QA Analyst
Concentrix Brasil
05.2022 - 06.2022
Acting Trainer
Concentrix Brasil
03.2022 - 04.2022
Acting SME
Concentrix Brasil
12.2021 - 01.2022
Customer Service Specialist - Bilingual
Concentrix Brasil
01.2021 - 08.2022
Chemical Officer Chief
Jolly Industry LTDA
09.2020 - 01.2021
Customer Support Specialist
Concentrix Brasil
04.2019 - 08.2020
Associate Degree - Chemistry
ETEC - Escola Estadual Técnica Suzano
High School -
E.E Professora Lacy Lenski Lopes