Cindy Toh
Singapore
Summary
Experienced Senior Specialist with advanced operational and technical expertise in Trust and Safety. Skilled team leader and problem-solver adept at navigating complex situations. Successfully manages assignments, schedules, and projects with an organized and detail-oriented mindset.
Overview
7
7
years of professional experience
Work History
Customer Success & Community Senior Specialist
TRON
02.2024 - 04.2025
- Developed and enforced comprehensive streaming content review guidelines, achieving compliance with local legal regulations and enhancing user trust by 40% across all platforms in just six months.
- Analyzed over 2,000 live stream reports monthly to ensure adherence to established guidelines on sensitive topics, resulting in a reduction of flagged content incidents by 30% and fostering a safer community environment.
- Facilitated cross-departmental collaboration by addressing and resolving an average of 150 Zendesk tickets monthly, improving product performance metrics by 25% while maintaining a user satisfaction rating above 90%.
- Developed and launched comprehensive streaming content review guidelines that aligned with evolving company directives and local legal regulations, resulting in a 40% reduction in compliance-related issues over a two-year period.
- Coordinated cross-functional workshops with internal teams to identify and resolve product performance issues, enhancing user satisfaction scores by 35% while reducing issue resolution time by 20%.
Digital Marketing Specialist
Digital Marketing (Freelance)
01.2023 - 12.2023
- Devised and executed innovative social media marketing strategies for over 10 small businesses, achieving a remarkable 50% increase in follower count and elevating engagement metrics by an average of 20%, significantly enhancing brand visibility.
- Orchestrated comprehensive A/B testing on ad pages across diverse audience segments, leading to a 15% boost in conversion rates and optimizing client ROI by 30% within a three-month period.
- Analyzed extensive marketing data sets to evaluate campaign performance across multiple channels, identifying key areas for improvement that drove a 25% increase in overall effectiveness and delivered actionable insights for future strategies.
- Executed strategic partnerships with multiple creative agencies to produce targeted marketing campaigns, leading to a 30% improvement in conversion rates and generating an additional $50,000 in revenue for client projects over six months.
Senior Content Specialist
AAQUA
12.2021 - 08.2022
- Company Overview: AAQUA is a company focused on providing a safe user environment through content moderation.
- Ensured a safe user environment by moderating traumatic, sensitive, and potentially offensive content in accordance with platform guidelines.
- Achieved quality standards and turnaround times by researching and resolving complex content issues effectively.
- Maintained expert knowledge of evolving workflow changes and operational guidelines to ensure accurate policy implementation.
- Proactively researched and compiled potential violating terms to enhance AI detection capabilities.
- Collaborated effectively with cross-functional teams to complete diverse operational tasks.
- Organized and facilitated bi-weekly policy teach-back sessions to enhance team understanding and compliance.
- Consistently maintained a quality performance rating above 97%.
- AAQUA is a company focused on providing a safe user environment through content moderation.
Content Moderator
TDCX
09.2018 - 10.2021
- Provided empathetic, accurate, and timely assistance to the community, effectively resolving inquiries.
- Demonstrated strong decision-making skills, acting as a proactive advocate for community needs.
- Investigated and resolved reported issues, including account support requests and potentially abusive content.
- Identified and escalated recurring patterns and trends that fell outside company policy to the global team.
- Gathered, analyzed, and leveraged relevant data to identify opportunities for improving the on-site user experience.
- Utilized market-specific knowledge and insights to identify and scope scalable solutions for enhanced community support.
Education
BACHELORS DEGREE - ENTERTAINMENT MANAGEMENT
I-SHOU UNIVERSITY
Skills
- Content Moderation
- Risk Assessment
- Policy Enforcement
- Policy Development
- Community Standards
- Trust & Safety
- Zendesk
- Data Analysis
- Digital Advertising
- Social Media Marketing
- OTA Management
- Project Management
- Communication
- Problem-Solving
- Teamwork
- Vendor Management
- Customer Service
- Complaint Resolution
- Compliance monitoring
- Customer relations
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Chinese (Cantonese)
Upper intermediate (B2)
Malay
Upper intermediate (B2)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Zendesk
Wordspace
Slack
Timeline
Customer Success & Community Senior Specialist
TRON
02.2024 - 04.2025
Digital Marketing Specialist
Digital Marketing (Freelance)
01.2023 - 12.2023
Senior Content Specialist
AAQUA
12.2021 - 08.2022
Content Moderator
TDCX
09.2018 - 10.2021
BACHELORS DEGREE - ENTERTAINMENT MANAGEMENT
I-SHOU UNIVERSITY
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