Summary
Overview
Work History
Education
Skills
Websites
Certification
Awards
Additional Highlight
Timeline
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Arri Mustapha

Arri Mustapha

Kuala Lumpur

Summary

Dynamic and results-driven Senior Operations Leader with 15+ years of experience across content moderation, trust & safety, and customer experience. Proven track record of leading global teams to deliver 99%+ accuracy, 100% SLA compliance, and sustainable performance through wellness-focused leadership.


Adept at policy localization, cross-functional collaboration, and coaching future leaders into promotion-ready roles. Known for balancing operational rigor with empathy, creating high-performing teams that thrive under pressure.


Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Senior Operations Team Leader

ByteDance (TikTok Malaysia)
06.2020 - Current
  • Lead Live MY & EU content moderation operations, delivering 99.18% accuracy (above 98% global benchmark).
  • Sustained 100% SLA compliance and clearance rate since 2022.
  • Introduced shift reforms that boosted team wellness, reduced burnout, and improved engagement.
  • Founded KL Live MY Wellbeing Taskforce; launched ‘Wellness Time’ campaigns.
  • Mentored and developed future leaders, achieving 3 internal promotions in 12 months.
  • Partnered with policy and risk teams to localize guidelines and strengthen compliance.
  • Transformed underperformers through structured improvement plans and continuous coaching.

Operations Team Lead

Accenture Malaysia
10.2017 - 05.2020
  • Managed multilingual UGC moderation teams for a global content platform.
  • Delivered SLA and quality metrics consistently across large-scale queues.
  • Reduced onboarding ramp-up by 40% by designing training playbooks.
  • Acted as SME for escalations, policy updates, and compliance.
  • Recognized for strong people leadership and morale building in high-pressure environments.

Leadership & Workforce Planning

Shangri-La Hotels and Resorts
02.2004 - 06.2016
  • Assistant Manager – Workforce & Resource Planning (2013–2016)
  • Managed shift scheduling, forecasting, and real-time adherence with Genesys WFM.
  • Improved productivity through optimized workforce allocation.
  • Senior Reservations Sales Supervisor (2006–2013)
  • Led reservations sales team, exceeding KPIs in sales and upselling.
  • Coached agents, boosting guest satisfaction and sales conversion.
  • Reservations Sales Associate (2004–2006)
  • Consistently ranked in the top 10% for customer satisfaction and conversion.
  • Specialized in Fidelio Opera CRS for bookings and customer experience.

Education

Bachelor of Science - Hotel Management

Universiti Teknologi MARA (UiTM)
01.2002

Skills

  • SLA & Accuracy Governance Risk & Compliance Policy Localization
  • Team leadership and coaching
  • Change Management Process Optimization Cross-Functional Collaboration
  • Training & Development Workforce Planning Quality Management

Websites

Certification

Lean Six Sigma Yellow Belt | Project Management | Genesys WFM Forecasting & Scheduling

Awards

ByteDance Leadership Excellence Award (Q3 2023) – Wellness-driven shift redesign & team impact, ByteStyle Award – Always Day 1 (Q3 2021) – Turned 3 low performers into consistent achievers, Captain KL Award (Q2 2021) – For outstanding cross-functional performance and team leadership

Additional Highlight

  • Bold. Brilliant. Unshakable. Senior Operations Leader with a fierce track record in content moderation, customer care, and wellbeing initiatives. From shifting team dynamics to smashing KPIs, I’ve driven my squad to 100% SLA compliance and an accuracy rate above 99% since July 2024 — and we’re just getting started.
  • My mission? To mentor, coach, and empower teams to not only perform, but thrive. Because a well-supported team is an unstoppable force.

Timeline

Senior Operations Team Leader

ByteDance (TikTok Malaysia)
06.2020 - Current

Operations Team Lead

Accenture Malaysia
10.2017 - 05.2020

Leadership & Workforce Planning

Shangri-La Hotels and Resorts
02.2004 - 06.2016

Bachelor of Science - Hotel Management

Universiti Teknologi MARA (UiTM)

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Arri Mustapha