Nashtiera Binti Norani
Kuala Lumpur
Summary
I am a socially aware and culturally sensitive individual with strong interest in content and social media management. I have almost a decade of experience covering customer service, human resource, administration and sales support with local and international companies.
Experienced with identifying and removing inappropriate content to maintain platform safety. Utilizes strong communication and decision-making skills to enforce community guidelines effectively. Knowledge of best practices in content moderation, ensuring secure and positive user experience.
Overview
11
11
years of professional experience
Work History
Content Moderator
Byte Precision Sdn Bhd
03.2021 - Current
- Responsibilities include:
- Review videos in the system and apply applicable policies suitable with said videos
- Understanding policies and guidelines to ensure accuracy and quality
- Making sure the videos are moderated within the timeframe to avoid users seeing videos that are against community guidelines.
- Managed 3 different markets for the past 3 years with different policies, rules and way of moderating
- Handled projects and testing for new queues of videos run by quality engineering team
Accommodation Services Specialist
Agoda International (Malaysia) Sdn Bhd
04.2019 - 03.2021
- Monthly Salary MYR3973
- Responsibilities include:
- Handling support tickets coming from partners, resolving their queries and concerns
- Delivers excellent service to accommodation partners and maintain relationship with them
- Involve in internal projects initiated by department (part of small team handling tax for USA properties)
Customer Support Specialist
Agoda International (Malaysia) Sdn Bhd
08.2016 - 03.2019
- Monthly Salary MYR3590
- Responsibilities include:
- Handling high call volume and emails related to customer’s problems and inquiries, as well as handling back office tasks mainly focus for unconfirmed reservation and address the issue to guest, handling pending cases.
- Delivers excellent customer service and manage the needs of our customers to ensure smooth travel experiences.
- Deliver Business Strategy and improve customer service experience.
- Communicate to Team Managers on how to improve our service
Men in Field
Digi Telecommunication Sdn Bhd
08.2015 - 02.2016
- Monthly Salary MYR 2500
- This is a three-month, contract basis, project for DIGI Telecommunication Malaysia specializing in Dealers Management supposed to end on 5th December 2015. The contract has been extended to February.
- Responsibilities include
- Setting up all display materials to the standard required by Digi for its dealer ensuring proper brand representation and current campaigns are given utmost visibility.
- Educating and briefing dealers on the latest campaign to ensure dealers achieve the projected sales.
- Auditing and inspecting dealers’ current outlet, identifying what is lacking and what is to be corrected.
Global Support Executive
HSBC Electronic Data Processing (M) Sdn Bhd
12.2013 - 04.2015
- Monthly Salary MYR 2,507
- Responsibilities as Global Support Executive (Contact Centre Agent):
- Answering inbound calls regarding credit cards and internet banking inquiries and other general inquiries for banking services;
- Resolving customer's problems and providing solutions;
- Identifying and escalating customer issues to relevant bank departments and providing feedback and follow up.
Education
Diploma - Business Management
Olympia College
01.2011
Sijil Pendidikan Malaysia (SPM) - undefined
Temenggong Ibrahim Girls School
Batu Pahat, Johor Darul Takzim01.2007
Skills
- Intermediate Microsoft Word/Excel/PowerPoint, Verbal Communication
- Cultural awareness
- Customer service
- Critical thinking
- Active listening
LANGUAGES
Proficiency level: 0 - Poor, 10 - Excellent
Language Spoken Written Relevant Certificates
English (Primary) 9 9
Bahasa Malaysia 9 8
CO-CURRICULAR ACTIVITIES
Student Council Member, Olympia College Kuala Lumpur, Business School Student Club Member, Olympia College Kuala Lumpur AIESEC Local Committee University Malaya
References
Adillah Mohamad Saifullah, Team Leader, 0107667966
Chen Wei, King, Accommodation Services Manager, 0167258687, Agoda International
Timeline
Content Moderator
Byte Precision Sdn Bhd
03.2021 - Current
Accommodation Services Specialist
Agoda International (Malaysia) Sdn Bhd
04.2019 - 03.2021
Customer Support Specialist
Agoda International (Malaysia) Sdn Bhd
08.2016 - 03.2019
Men in Field
Digi Telecommunication Sdn Bhd
08.2015 - 02.2016
Global Support Executive
HSBC Electronic Data Processing (M) Sdn Bhd
12.2013 - 04.2015
Sijil Pendidikan Malaysia (SPM) - undefined
Temenggong Ibrahim Girls School
Diploma - Business Management
Olympia College
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