Chun Wee Gray Chan
Community Content Management Specialist ( TnS )
Shah Alam
Summary
Seeking a growth oriented position which explores my potential and provides me with the opportunity to enhance my talent with an intention to be an asset to the company
Overview
11
11
years of professional experience
5
5
Languages
Work History
Shift Lead(CCM)
Bytedance(Tiktok)
02.2022 - Current
- Acted as Shift Lead, responsible for monitoring and
managing the inbound queue during work hours. - Conducted pre-shift briefings to ensure team members
were well-informed and prepared. - Managed queue allocation to ensure efficient workflow,
especially during peak periods, by assigning team
members to manually enter the queue and prevent SLA
(Service Level Agreement) drop. - Arranged appropriate headcount(HC) for break times to
minimize shrinkage and maintain operational continuity.
Community Content Management Specialist (CCM)
Bytedance(TikTok)
01.2021 - 02.2022
- Review various types of video content to determine community guidelines are met while upholding a high standard of accuracy and quality
- Thoroughly monitor, classify and /or eliminate sensitive and inappropriate content such as Pornography, Violence, Human Trafficking, Drugs, Alcohol, etc.
- Analyze the risk level of incidents and assess the safety
status of the community and products - Identify improvement opportunities in workflow by using
daily data analysis and suggest solutions
Fraud and Risk Specialist (TnS)
TDCX Malaysia
03.2020 - 02.2021
- Review case by case basis to make descision for case violation as per policies given
- Monitoring quality of hosting standard in the platform to maintain quality services
- Work with teams to develop and enchance policies and tools
Customer Experience Specialist (Airbnb)
TDCX Malaysia
06.2017 - 03.2020
- Respond to inbound calls, and resolve customer complaints
- Assisted with escalated issue and initiatives the user dispute request process
- Investigates both sides of incident disputes and negotiate collaboratively
- Verifies facts, reach policy-based determinations for effective resolution.
Travel Centre Consultant
Aegis BPO Malaysia
03.2016 - 05.2017
- Customer service with selling Expedia hotels and help customer make amendment and handling customer satisfaction
- Attend customers complaint and resolves customer complaints to ensure customer satisfaction and better customer experience
- Support
Supervisor
Restaurant Chin Fung
06.2013 - 01.2016
- Inspect and clean food preparation areas, such as equipment and work surfaces, or serving areas to ensure safe and sanitary food-handling practices
- Keep records and accounts
- Schedule staff hours and assign duties
- Investigate and resolve complaints regarding food quality, service, or accommodations
- Season and cook food according to recipes or personal judgment and experience.
Education
High School Diploma -
SMK Batu Unjur
Klang, Selangor, Malaysia 04.2001 -
Skills
Self motivation
Communication and interpersonal skill
Conflict resolution and active listening
Timeline
Shift Lead(CCM)
Bytedance(Tiktok)
02.2022 - Current
Community Content Management Specialist (CCM)
Bytedance(TikTok)
01.2021 - 02.2022
Fraud and Risk Specialist (TnS)
TDCX Malaysia
03.2020 - 02.2021
Customer Experience Specialist (Airbnb)
TDCX Malaysia
06.2017 - 03.2020
Travel Centre Consultant
Aegis BPO Malaysia
03.2016 - 05.2017
Supervisor
Restaurant Chin Fung
06.2013 - 01.2016
High School Diploma -
SMK Batu Unjur
04.2001 -