Summary
Overview
Work History
Education
Skills
Timeline
Generic
Chun Wee Gray Chan

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

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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 -

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Chun Wee Gray ChanCommunity Content Management Specialist ( TnS )