Muhammad Firas Bin Mohd Fauzi
Content Moderator
Kuala Lumpur
Summary
Customer Service & Content Moderation professional with 3+ years of experience in fast-paced call center, moderation, and operations environments. Skilled in handling high-volume tasks, maintaining accuracy, and meeting KPIs such as AHT, compliance, and content quality. Strong communication, problem-solving, and adaptability with a proven track record supporting both customers and internal teams.
Overview
10
10
years of professional experience
Work History
Content Moderator
Concentrix CVG Malaysia Sdn. Bhd.
08.2024 - Current
- Review and evaluate user-generated content to ensure compliance with community guidelines and policies.
- Identify and remove inappropriate, harmful, or sensitive content including hate speech, violence, and explicit material.
- Maintain high levels of accuracy and attention to detail under tight deadlines.
- Flag, escalate, and document potential legal or security-related cases based on SOP.
- Achieve consistency in daily moderation targets and accuracy KPIs.
Customer Service Executive
Transcosmos Malaysia
12.2022 - 04.2024
- Handled 40–60 calls daily involving enquiries, troubleshooting, and customer concerns.
- Maintained average handling time (AHT) of under 7 minutes while ensuring clarity and accuracy.
- Provided root-cause solutions to reduce repeated calls and improve customer satisfaction.
- Managed customer emotions professionally to maintain positive service experience.
Production Team Leader
PK Agro-Industrial Products (M) Sdn. Bhd.
01.2020 - 06.2021
- Led a small production team ensuring compliance with SOP, attendance, and output targets.
- Managed inventory records, tracked orders, and coordinated with other departments.
- Identified and resolved production issues to avoid downtime.
Kitchen Helper (Internship)
Sushi King
06.2019 - 12.2019
- Prepared ingredients and assisted kitchen operations while maintaining hygiene standards.
- Cleaned workstations and reported faulty equipment.
Telemarketing Executive
Gravitas Free Sdn. Bhd.
12.2018 - 05.2019
- Performed cold calls to promote products and services.
- Recorded call outcomes and sales data.
- Responded to enquiries from prospective customers.
Food & Beverage Server
Secret Recipe Cakes & Café
11.2015 - 05.2016
- Served customers and ensured order accuracy.
- Delivered food while maintaining food safety standards.
- Assisted with guest needs and cleanliness.
Education
Graduate Diploma - Foodservice (Halal Practice)
Polytechnic Merlimau
05.2019
Sijil Pelajaran Malaysia (SPM) - undefined
SMK Panchor
01.2015
Skills
Technical Skills: Content Moderation Tools, CRM Systems, MS Office, Ticketing Systems
References
- Muhammad Hadi, Azwan, Team Leader, hadi.juwandi@shopeemobile-external.com, +60134544095, Transcosmos Malaysia
- Napawan, Jamjumnean, Operations Manager, napawanjamjumnean@gmail.com, +60163304245, PK Agro-Industrial Products (M) Sdn. Bhd.
- Thilagarani, A/P Mokhan, Team Leader, Thilagarani.mokhan@concentrix.com, +60169934238, Concentrix CVG Sdn. Bhd.
Timeline
Content Moderator
Concentrix CVG Malaysia Sdn. Bhd.
08.2024 - Current
Customer Service Executive
Transcosmos Malaysia
12.2022 - 04.2024
Production Team Leader
PK Agro-Industrial Products (M) Sdn. Bhd.
01.2020 - 06.2021
Kitchen Helper (Internship)
Sushi King
06.2019 - 12.2019
Telemarketing Executive
Gravitas Free Sdn. Bhd.
12.2018 - 05.2019
Food & Beverage Server
Secret Recipe Cakes & Café
11.2015 - 05.2016
Graduate Diploma - Foodservice (Halal Practice)
Polytechnic Merlimau
Sijil Pelajaran Malaysia (SPM) - undefined
SMK Panchor