Jaynessh Rau
Kuala Lumpur
Summary
Seasoned Subject Matter Expert (SME) with expertise in content moderation, process optimization, and policy development. Background in customer service, account management, and remote proctoring. Known for analyzing company operations and recommending solutions that align with strategic goals. A strong collaborator with clients and internal teams, driving improvements in processes, stakeholder engagement, and technical enhancements. Proven ability to streamline operations and enhance overall efficiency.
Overview
2025
2025
years of professional experience
2
2
Certificates
Work History
Subject Matter Expert
Bytedance
01.2022 - Current
- Mentored 25-30 team moderators, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives based on the Operational Guidelines.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials to moderators, resulting in improved skillsets and increased job satisfaction.
- Implemented performance metrics to monitor individual and collective progress, driving accountability and results-oriented behavior among team members.
- Mentored new moderator and SMEs, providing comprehensive onboarding support and guidance to ensure smooth integration into the team.
- Developed a positive work culture within the team, fostering open communication and collaboration among members.
- Enhanced team productivity by implementing efficient workflow processes and resource allocation strategies.
- Conducted regular reviews of operations and identified areas for improvement.
- Devised and implemented processes and procedures to streamline operations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Content Moderator
Bytedance
10.2020 - 12.2021
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Successfully executed and met the KPI scorecard for ranks A and B during the moderation process.
- Promoted as an Subject Matter Expert
Remote Proctor
PROMETRIC
01.2020 - 09.2020
- Greet the candidate, put them at ease and verify candidate's identity
- Perform security checks
- Provide the candidate with information regarding their exam
- Ensure all required components of the check-in and security screening have been completed
- Confirm the candidate's identity
- Verify that the correct exam is launched for the correct candidate
- Monitor candidates as they work through their exam
- Interact with candidates at key points during test delivery
- Recognize potential suspicious activities and take necessary action
- Control test area by maintaining a working knowledge of policies, practices, and procedures
- Monitor personal and operational productivity.
Accounts Executive
SURIA & PARTNERS SDN BHD
01.2018 - 01.2019
- Working with account planners to devise a campaign that meets the client's brief and budget
- Managing the account's budget and invoicing the clients
- Preparing the bank statements, cashbook and payment vouchers
- Summarizes current financial status by collecting information, preparing balance sheet, profit and loss statement, and other reports.
Customer Service Agent
Domino's Pizza
1 2014 - 12.2014
- Handle inbound calls from Singapore for Domino's Pizza order taking
- Process customer's order
- Tactfully and professionally attend to customer queries or concerns via phone
- Adhere to escalation procedures of handling customer concerns at all times.
Education
HIGH SCHOOL -
SMK ALAM MEGAH
Shah AlamCIE A'LEVELS - SCIENCE, COLLEGE/UNIVERSITY - undefined
BRICKFIELDS ASIA COLLEGE
Skills
Coaching and Mentoring
Strategic Thinking
Strong analytical skills
Stakeholder Management
Teamwork and Collaboration
Problem-Solving
Team Leadership
Self Motivation
Root cause analysis
Customer Service Excellence
Data Analysis
Content Moderation Platforms
CRM tools
Microsoft Office (Word, Excel, Access, Power Point)
Lark/Feishu (Sheets,Base)
DataPower
Accomplishments
- Certified on Rethinking Leadership
- Certified on Intermediate Microsoft Excel to develop inventory tracking spreadsheets.
- Awarded as BEST Team player as an Subject Matter Expert in 2023 Townhall
- Awarded for Spot-Bonus (Apr-June) 2023 as Outstanding Individual: Shooting Star
- Awarded for Spot-Bonus (Apr-June) 2024 as Outstanding Individual: Biggest Progress
Languages
Telugu
Native language
Chinese (Mandarin)
Upper intermediate
B2
English
Proficient
C2
Malay
Proficient
C2
Tamil
Proficient
C2