Chai Jia Jun Jamie

• Regularly audit content reviewed by moderators for accuracy, consistency, and adherence to both the client’s and the company's content policies.
• Ensure that moderators identify and address inappropriate, harmful, or non-compliant content effectively.
• Review and evaluate content moderation decisions made by the team to ensure they comply with the client’s guidelines, legal requirements, and platform policies.
• Track the performance of individual content moderators and the team as a whole, using key performance indicators (KPIs) such as accuracy, AHT, and error rates.
• Provide regular feedback and assessments to content moderators on their performance.
• Supported team in maintaining work environment focused on quality, communication and teamwork.
• Monitor moderators quality on a daily, weekly and monthly basis in order to achieve team's accuracy 93%.
• Present weekly business review to client and keep them update on our quality.
• Participate in calibration sessions/call listening sessions with moderators/agents to ensure everyone is aligned on same policy.
• Reported progress, test metrics and results to project stakeholders.
• Analyze trends in content quality and moderation errors to recommend process or policy adjustments to improve overall effectiveness.

• Product attribute labeling, video and product labeling and product category labeling
• Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
• Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
• Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
• Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
• Edited and revised wide array of content for accuracy, clarity and consistency.

Achievement:

• Q2 recognition award recipients.
• Maintain accuracy within 98% and above in every month.

• Responded to emails and other correspondence to facilitate communication and enhance business processes.
• Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
• Oversaw personal and professional calendars and coordinated appointments for future events.
• Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
• Prepare daily, weekly and monthly sales reports.
• Assist monthly meeting.
• Maintained a database of candidates, including their job application and interview results.
• Salary pay-out.
• Any ad-hoc task assigned by superior

• Expanded client base through proactive prospecting and building strong relationships with potential customers.
• Reduced call handling time by quickly resolving customer issues and addressing concerns professionally.
• Answered inbound telephone calls from interested customers to persuasively discuss offerings.
• Supported team members in achieving shared goals, contributing to a collaborative work environment.
• Maintained detailed records of customer interactions, ensuring accurate data tracking for future reference.
• Promoted high-quality products confidently knowing they would meet customer's expectations based on thorough research conducted beforehand.
• Recorded contact information of customers and potential customers in internal database.
• Built relationships with customers using strong persuasion and active listening skills.
• Answered calls, took messages, and transferred calls to correct individuals.
• Completed daily and weekly sales reporting using assigned tools.
• Completed daily cold calling and outreach to build sales pipeline.
• Followed up with customers to solicit further sales.

• Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
• Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
• Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
• Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
• Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
• Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
• Boosted team productivity by managing communication channels and ensuring timely responses to inquiries.
• Optimized calendar management for executives by scheduling appointments strategically while considering priorities and minimizing conflicts.
• Maintained inventory of office supplies and placed orders.
• Enhanced office environment, organizing spaces for better workflow and employee comfort.
• Monitored office supplies inventory, ensuring availability of essential items without overstocking.
• Any ad-hoc task assigned by superior

• Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
• Coached team members to deliver hospitable, professional service while adhering to set service models.
• Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
• Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
• Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
• Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
• Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
• Any ad-hoc task assigned by superior