Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic

Chai Mak Sook

Content Moderater
Kuala Lumpur

Summary

Dynamic professional with extensive experience at Aegis BPO and TDCX, excelling in customer service and content moderation. Proven ability to enhance customer satisfaction through effective problem-solving and active listening. Skilled in content management and collaboration, consistently achieving operational efficiency and fostering a positive team environment. Adaptable and dedicated to continuous improvement.

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.

Experienced Customer Service Representative fluent in English and Chinese language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.

Dynamic Bilingual Customer Service Representative with 2 years of experience handling incoming calls, resolving customer issues, inputting orders, and processing shipments. Native English speaker and fluent in Chinese. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.

Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

6
6
years of professional experience
3
3
Languages

Work History

Content Moderator

TDCX
07.2024 - Current
  • Reviewed user-generated content to ensure compliance with community guidelines and policies.
  • Identified and flagged inappropriate, harmful, or misleading content using moderation tools and reporting systems.
  • Collaborated with team members to develop best practices for content moderation processes and standards.
  • Engaged in ongoing training sessions to enhance knowledge of platform policies and emerging trends in online safety.
  • Conducted quality assurance checks on moderated content to ensure consistency and adherence to established guidelines.
  • Participated in team meetings to discuss challenges faced during moderation and proposed actionable solutions for improvement.
  • Collaborated with design, editorial and marketing departments to meet desired content goals.

Customer Care Executive

Aegis BPO
07.2021 - 10.2023
  • Managed customer inquiries through multiple channels, ensuring prompt and accurate resolution of issues to enhance satisfaction.
  • Utilized CRM software to track customer interactions, identifying trends to improve service delivery and streamline processes.
  • Conducted regular follow-ups with customers to ensure issue resolution, reinforcing trust and building long-term relationships.
  • Collaborated with cross-functional teams to address and resolve complex customer issues, contributing to overall operational efficiency.
  • Developed and maintained comprehensive knowledge of products and services, enabling effective communication with customers and support teams.
  • Enhanced customer satisfaction by resolving inquiries effectively and efficiently.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Reduced customer complaints with proactive issue identification and resolution strategies.
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Managed a high volume of inbound calls, multitasking effectively to address diverse customer needs simultaneously.
  • Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
  • Took ownership of customers issues to follow problems through to resolution.
  • Ensured accurate record-keeping by diligently documenting all interactions within internal CRM platforms.
  • Managed high-volume call queues to ensure timely customer assistance, improving overall service quality.
  • Increased customer satisfaction, implementing feedback mechanisms for continuous service improvement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Developed detailed plans based on broad guidance and direction.

Customer Service Supervisor

Aegis BPO
01.2020 - 07.2021
  • Assisted in coordinating daily customer service operations, ensuring smooth workflow and adherence to company policies.
  • Trained and mentored new staff on customer service protocols and system usage, enhancing team performance and service quality.
  • Handled escalated customer inquiries and complaints, employing problem-solving techniques to achieve satisfactory resolutions.
  • Monitored team performance metrics, providing feedback and support to improve individual and overall departmental efficiency.
  • Developed training materials and conducted workshops on effective communication strategies for customer interactions.
  • Facilitated regular team meetings to discuss challenges, share insights, and align on goals, fostering a collaborative work culture.
  • Collaborated with management to implement process improvements that reduced response times for customer inquiries by streamlining communication channels.
  • Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
  • Conducted regular performance evaluations to identify areas of improvement for team members, promoting professional growth within the team.
  • Utilized a customer-centric approach to problem-solving, enhancing the overall perception of the company''s commitment to service excellence.
  • Provided constructive feedback to team members based on observed behavior during customer interactions, fostering a culture of continuous learning and development.
  • Organized team meetings to discuss best practices and share insights on improving customer interactions.
  • Mentored junior staff, resulting in increased productivity and reduced turnover rates.
  • Coached team members to deliver hospitable, professional service while adhering to set service models.
  • Created, prepared, and delivered reports to various departments.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Coached employees through day-to-day work and complex problems.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Educated staff on strategies for handling difficult customers and challenging situations.
  • Volunteered for extra shifts during holidays and other busy periods to alleviate staffing shortages.
  • Set and updated weekly work schedules to meet coverage demands by considering factors like expected customer levels, planned promotions and individual employee strengths.

Education

High School Diploma -

SMK SONG
Song, Sarawak, Malaysia
04.2001 -

Skills

    Content management

    Online research

    Patience and tolerance

    Cultural awareness

    Multitasking

    Multitasking Abilities

    Adaptability

    Customer service

    Teamwork and collaboration

    Problem-solving

    Active listening

    Professionalism

    Decision-making

    Microsoft office

Software

Chinese

Malay

English

Timeline

Content Moderator

TDCX
07.2024 - Current

Customer Care Executive

Aegis BPO
07.2021 - 10.2023

Customer Service Supervisor

Aegis BPO
01.2020 - 07.2021

High School Diploma -

SMK SONG
04.2001 -

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Chai Mak SookContent Moderater