Hani Syakila Hassan
Kuala Lumpur,14
Summary
Seeking a full-time position that offers professional challenges and utilizes strong interpersonal skills, effective time management abilities, and problem-solving expertise. Eager to contribute experience and knowledge to a dynamic team, driving positive results. Proven track record of delivering exceptional outcomes. Confident in ability to excel in a role that values collaboration, innovation, and continuous growth.
Overview
12
12
years of professional experience
Work History
Content Moderator
Bytedance
04.2021 - 11.2024
- Reviewing User-Generated Content: Monitor and evaluate content submitted by users across platforms, including text, images, videos, and comments.
- Maintaining a Safe Environment: Foster a positive and safe online community by actively moderating discussions and interactions to prevent harassment, hate speech, or other harmful behavior.
- Identifying Trends: Keep an eye on emerging issues or trends in content violations, and provide feedback to improve moderation policies and practices.
- Collaborating with Teams: Work closely with other moderators, customer support, and legal teams to ensure consistent application of policies.
- Staying Updated: Continuously educate oneself about changes in community standards, technology, and social media trends to effectively moderate content.
- Managing Time Efficiently: Prioritize tasks to handle high volumes of content and meet deadlines effectively.
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
L2 CUSTOMER SERVICE AGENT (Shopee Project)
Brandt International
07.2020 - 04.2021
- Handle escalations related, manager callbacks, and service recovery cases via emails.
- Update case details appropriately.
- Providing accurate information to Shopee users and external partners.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
Customer Service Specialist
Agoda
11.2019 - 05.2020
- Handled escalated calls calmly, finding resolutions that satisfied both the company and the customer's needs.
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
Quality Assurance Analyst
Foodpanda
07.2019 - 11.2019
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
Customer Service Representative
Foodpanda
01.2018 - 07.2019
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Receptionist
VP Nathan & Partners
12.2016 - 01.2018
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
Admin Assistant
Infrend Industries Services Sdn Bhd
07.2016 - 11.2016
- 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.
Sales Executive
YTL Communications Sdn Bhd
08.2015 - 07.2016
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Boosted sales revenue by cultivating strong client relationships and implementing effective sales strategies.
- Delivered exceptional customer service, resulting in a high percentage of repeat business and client referrals.
- Demonstrated expert product knowledge during client interactions, addressing questions/concerns confidently and offering solutions tailored specifically for them.
Hotel Server
Casa Del Rio
03.2013 - 09.2013
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
Education
Bachelor of Science - Hotel Management
University Teknologi MARA
Puncak Alam 04.2001 -
Associate of Science - Hotel Management
Universiti Teknologi MARA
Bukit Mertajam, Penang, Malaysia 04.2001 -
Skills
Patience and Tolerance
Cultural Awareness
Multitasking Abilities
Customer Service
Adaptability
Time management abilities
Teamwork and Collaboration
Active Listening
Timeline
Content Moderator
Bytedance
04.2021 - 11.2024
L2 CUSTOMER SERVICE AGENT (Shopee Project)
Brandt International
07.2020 - 04.2021
Customer Service Specialist
Agoda
11.2019 - 05.2020
Quality Assurance Analyst
Foodpanda
07.2019 - 11.2019
Customer Service Representative
Foodpanda
01.2018 - 07.2019
Receptionist
VP Nathan & Partners
12.2016 - 01.2018
Admin Assistant
Infrend Industries Services Sdn Bhd
07.2016 - 11.2016
Sales Executive
YTL Communications Sdn Bhd
08.2015 - 07.2016
Hotel Server
Casa Del Rio
03.2013 - 09.2013
Bachelor of Science - Hotel Management
University Teknologi MARA
04.2001 -
Associate of Science - Hotel Management
Universiti Teknologi MARA
04.2001 -
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