Muhammad Badrul Hisyam Sulaiman
Kuala Lumpur
Summary
Reliable, energetic, and resourceful customer service professional with a proven track record of resolving customer complaints and promoting conflict resolution. Skilled in cultivating key client relationships across diverse industries and managing multiple campaigns. Demonstrated expertise in client services, account management, relationship-building, and effective communication. Passionate about developing successful relationships with vendors and subject-matter experts, while proactively monitoring multiple digital channels for offensive, inappropriate, or illegal content. Committed to providing stakeholders with the best content moderation and ensuring compliance with current legal regulations.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Assistant Scaled Operation Specialist
TDCX
09.2024 - Current
- Review and verify user-generated content including text, images, videos and comments to ensure high quality standards, appropriateness of content and ensure compliance with platform policies
- Ensure content is free of grammatical errors, typos and inconsistencies
- Ensure images are free of visual defects, such as blurriness, poor lighting and inappropriate cropping
- Check for adherence to style guidelines, branding requirements & overall coherence
- Communicate effectively with stakeholders regarding content standards and review outcomes
- Regularly and repeatedly take on new projects with fast moving targets and tight turnaround times
- Maintain high levels of confidentiality while performing investigations and demonstrating to comprehensively document investigations
- Ensure the content, description, narrative uploaded in platform are accurate
- Provide structured feedback and recommendations for process improvement on an ongoing basis
Content Moderator Specialism
ByteDance (TikTok)
05.2021 - 08.2024
- Coordinating content that violates our regulations
- Ensuring legal compliance and safety of the content of TikTok livestreams
- Coordinating with supervising departments for timely management of content that violates our regulations
- Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures
- Fulfill and maintain acceptable performance metrics such as quality, productivity, and attendance
- Demonstrates strong problem-solving capabilities in content management
Customer Service Executive
Scicom
01.2021 - 05.2021
- Kept records of customer interactions, processed customer accounts, and filed documents
- Make a cruise reservation and check the dates of availability for the booking
- Collaborated with the team to quickly resolve customer complaints with appropriate action
- Effectively managed customer satisfaction with good consultation and services
- Processed orders, determined charges, and oversaw billing and payments
Customer Service Executive
Startek
01.2020 - 01.2021
- Received good satisfaction rating from customers after completed phone or video call
- Kept records of customer interactions, processed customer accounts and filed documents
- Collaborated with team to quickly resolve customer complaints with appropriate action
- Effectively managed approximately 100 incoming calls daily
- Greeted and welcomed clients with a warm, friendly and positive attitude
Telephone Sales Representative
Asia Fibre Solutions
11.2019 - 01.2020
- Received good satisfaction rating from customers after completed phone or video call
- Kept records of customer interactions, processed customer accounts and filed documents
- Collaborated with team to quickly resolve customer complaints with appropriate action
- Effectively managed approximately 100 incoming calls daily
Customer Service Executive
Maxis
05.2019 - 11.2019
- Promptly respond to customer enquiries in person directly
- Quickly and efficiently open customer accounts by accurately recording account data
- Maintain customer accounts from any issue by processing customer adjustments timely and professionally
- Increased customer base by 20 % during the year 2019 due to the delivery of quick service
Education
Diploma - Culinary Arts
Kemaman Vocational College
08.2019
Skills
- Presentation Skills
- Teamwork Skills
- Communication Skills
- Creative Thinking
- Leadership Skills
- Conflict Resolution
- Problem Solving
- Strategic Planning
- Time Management
- Legal Compliance
- Queue Management
- Content Moderation Policies
- Microsoft Office Skills
Certification
- True Leader, Training & Quality R1 - LCP1002, 2023
- Conflict Management, Training & Quality R1 - BLM/AT/5438, 2023
- Effective Coaching, Training & Quality R1 - BLM/AT/5375, 2023
Timeline
Assistant Scaled Operation Specialist
TDCX
09.2024 - Current
Content Moderator Specialism
ByteDance (TikTok)
05.2021 - 08.2024
Customer Service Executive
Scicom
01.2021 - 05.2021
Customer Service Executive
Startek
01.2020 - 01.2021
Telephone Sales Representative
Asia Fibre Solutions
11.2019 - 01.2020
Customer Service Executive
Maxis
05.2019 - 11.2019
Diploma - Culinary Arts
Kemaman Vocational College
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