Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Timeline
Generic

Mahesh Dehar

Content Moderator
Wilayah Persekutuan

Summary

Results-driven, analytical, experienced supply chain professional with strong customer and basic managerial acumen, innovative mindset, and over five years of hands-on experience as an Customer agent and specialist within globally recognized organizations. Dedicated and currently seeking entry into a growth-oriented, employee-centric company in an entry-level management role. Dedicated Content Moderator professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

9
9
years of professional experience
2
2
years of post-secondary education
4
4
Languages

Work History

Content Moderator

Bytedance
Wilayah Persekutuan
04.2021 - Current
  • Approved, reviewed and edited content flowing to website.
  • Conducted regular content audits to identify gaps and redundancies of content.
  • Utilized analytics and site metrics to determine areas of improvement.
  • Managed content distribution to online channels and social media platforms.

Customer Engagement Specialist

iFlix Sdn Bhd, KUALA LUMPUR
09.2018 - Current
  • Managing incoming tickets ( chats / emails ) and customer service inquiries
  • Identifying and assessing customers’ needs to achieve satisfaction
  • Responsible for sending out Net Promoter Score (NPS) to customers to balance out both the output and input of overall satisfaction rates
  • Manage large amounts of incoming emails and chats on two different platform
  • Build sustainable relationships and trust with customer accounts through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/customer service team KPI targets and call handling quotas
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
  • Liaising with the accounts team to track customers records
  • Liaising with Marketing team on latest promotion to transfer and explain/ help customers in event they face any issues
  • Keep records of customer interactions, process customer accounts and file documents
  • Manage a team of 4 professionals
  • Assign employees to specific duties to best suit needs of the store
  • Performed management duties in the abscence of manager using tools such as Zendesk, Jira,
  • DataDog, Invision
  • Create schedule and consider all time-off requests
  • Evaluate team performance and provide direction appropriately and recording them on
  • Microsoft Excel Sheets to be updated weekly
  • Handled chats, emails for both iFlix Malaysia and Malaysian Football League on iFlix channels
  • Assess service statistics and prepare detailed reports on findings
  • Handling media queries related to company but not limited to service and products
  • Handled a team during system integration ( From Zendesk to Kustomer ) in 2020
  • Trained and applied system knowledge to team members as well as supervising team, analysing system integration as well as being an agent as a team leader
  • Handling media queries related to company but not limited to service and products
  • Delivering a range of number of training for agents throughout the system integration
  • Skills

Customer Executive

MSC, KUALA LUMPUR, W
01.2015 - 10.2018
  • Responsible for handling incoming emails fro customers, clients and governmont bodies ( MCMC ) - Responsible for sending out daily reports on technical issues in case of a system meltdown to clients
  • Carrying out a variety of administrative tasks
  • Complying with the Data Protection Act at all times
  • Preparing customer service summary reports
  • Attended training in company's academy such as 'Email Communication, Scicology of Customer
  • Service and Professional Development training as well as maintaining workload spontaneously
  • Performed Ad Hoc tasks when require, notably in the Bosch Department of Singapore region, Huawei ,
  • Exxonmobil Singapore ( Handling merchant and drivers queries in regard to payment / credit card details ) -Awarded Certificate of Dedication and Excellence (16th May 2017).

Education

SMK Kepong Baru

High School Diploma -

Seri Stamford College
Malaysia
04.2021 - 05.2023

Skills

Languagesundefined

Accomplishments

  • Supervised team of 3 staff members.
  • Documented and resolved numerous language issues within staffs which led to staffs increased product knowledge
  • Used Microsoft Excel to develop inventory tracking spreadsheets.

Software

  • Word
  • Spreadsheet
  • Excel
  • Presentation Tools

Timeline

Content Moderator

Bytedance
04.2021 - Current

High School Diploma -

Seri Stamford College
04.2021 - 05.2023

Customer Engagement Specialist

iFlix Sdn Bhd, KUALA LUMPUR
09.2018 - Current

Customer Executive

MSC, KUALA LUMPUR, W
01.2015 - 10.2018

SMK Kepong Baru

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Mahesh DeharContent Moderator