Muhamad Hazziq Masni
Content Moderator
Kuala Lumpur
Summary
- With 10 years of experience in customer service and content moderation, I’ve developed strong communication, problem-solving, and analytical skills. I’ve consistently provided excellent support via phone, email, and live chat, meeting goals and ensuring positive experiences.
- In content moderation, I help maintain safe online spaces by reviewing content, enforcing guidelines, and addressing harmful material. My attention to detail and knowledge of trends help protect communities and encourage positive interactions.
- I handle challenging situations with empathy and patience, build strong relationships, and identify issues to improve customer satisfaction.
Overview
11
11
years of professional experience
4
4
years of post-secondary education
Work History
Content Moderator
Majorel (Teleperformance)
04.2022 - Current
- 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.
Customer Service Representative
GRAB
04.2021 - 04.2022
- Address customer inquiries and resolve complaints via email with a focus on timely and effective solutions. Depending on the issue, offer refunds, compensation, or other forms of appeasement to ensure customer satisfaction.
- Escalate complex concerns to the relevant department for further action.
- Consistently strive to deliver optimal solutions, ensuring a positive customer experience and maintaining high service standards.
Strategic Account Manager
OYO Malaysia Sdn Bhd
04.2020 - 04.2021
- Monitored hotel performance and proactively made outbound calls to review and discuss performance metrics with hotel partners.
- Effectively escalated partner issues and complaints to the appropriate departments, ensuring swift resolution and maintaining strong business relationships.
- Worked closely with teams to improve partner satisfaction and enhance overall service quality.
- Enhanced client relationships by consistently delivering strategic insights and tailored solutions.
- Monitored sales performance metrics to achieve strategic account objectives.
Customer Care Consultant
Cimb Bank Berhad
07.2015 - 07.2019
- Provided exceptional customer service by addressing inquiries and resolving complaints in a timely and professional manner.
- Assisted customers in understanding their accounts, offering clear explanations of financial products and services.
- Offered personalized financial advice and support, ensuring customers received tailored solutions to meet their individual needs.
Telemarketing Executive
Maybank Group Customer Care
06.2014 - 06.2015
- Responsible for reaching out to potential and existing customers to promote products and services.
- Provided detailed information about offerings, addressing customer inquiries and concerns.
- Effectively identified customer needs, asked targeted questions to understand requirements, and successfully closed sales while maintaining high levels of customer satisfaction.
Education
Diploma - Diploma In Civil Engineering
Politeknik Sultan Idris Shah
Sabak Bernam, Selangor, Malaysia 12.2010 - 06.2014
Skills
Clear Communication
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Content Moderator
Majorel (Teleperformance)
04.2022 - Current
Customer Service Representative
GRAB
04.2021 - 04.2022
Strategic Account Manager
OYO Malaysia Sdn Bhd
04.2020 - 04.2021
Customer Care Consultant
Cimb Bank Berhad
07.2015 - 07.2019
Telemarketing Executive
Maybank Group Customer Care
06.2014 - 06.2015
Diploma - Diploma In Civil Engineering
Politeknik Sultan Idris Shah
12.2010 - 06.2014
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