NURUL HUDA BINTI AZMAN
Ampang
Summary
Results-driven woman with a proven ability to analyze data, resolve critical issues and maintain compliance with established guidelines. My experience as a Trust and Safety Analyst at Accenture Malaysia has equipped me to uphold the highest standards of accuracy and integrity. Coupled with my background in resolving customer inquiries and addressing complaints, I possess a unique blend of skills for identifying risks, maintaining data accuracy, and fostering a positive user experience.
Overview
5
5
years of professional experience
Work History
Trust and Safety Analyst
Accenture Malaysia
06.2021 - Current
- Project : Google
- Analyze and review content to ensure compliance with client guidelines.
- Investigate, escalate, and resolve complex content issues.
- Stay updated on changing client policies and guidelines.
- Participate in continuous training and process improvement initiatives.
- Develop strong coping and resilience skills for handling sensitive content.
- Enforce platform moderation policies by identifying and removing inappropriate content.
- Ensure consistency in policy application across all content.
- Participate in discussions to improve content moderation processes and tools.
- Provide insights to enhance platform safety and user experience.
Content Moderator
Collabera Malaysia
09.2020 - 06.2021
- Project: Lazada Singapore
- Analyzed user-generated content in real time to ensure it meets platform standards and Lazada guidelines.
- Enforced platform policies by identifying and removing content that violates guidelines.
- Assessed the potential risks associated with different types of content such as the likelihood of harm to users or the platform's reputation.
- Communicated with users regarding moderation decisions, provided explanations for policy violations and handled user appeals.
- Worked with cross-functional teams including legal, product, and engineering teams to address content moderation challenges and improve platform safety
Customer Service Associate
Collabera Malaysia
04.2020 - 08.2020
- Project: Lazada Malaysia
- Provided timely and accurate responses to customer questions, concerns and requests via chat channels.
- Offered helpful and effective solutions to customer issues related to products, services, orders, accounts or policies.
- Maintained a comprehensive understanding of the company's products, services and policies to effectively assist customers.
- Accurately documenting customer interactions, issues and resolutions within the customer service system.
- Achieved established goals for response time, resolution rate, customer satisfaction and other key performance indicators (KPIs).
Education
BBA - Retail Management
Universiti Teknologi Mara (UiTM)
Puncak Alam, Selangor10-2019
Diploma in Banking Studies
Kolej Poly-Tech Mara in Collaboration With UiTM
Bangi, Selangor, Malaysia01-2016
Skills
- I have a keen eye for detail to review and identify content violations or potential red flags
- The ability to analyze content and draw meaningful conclusions
Content Quality Assurance
Critical Analysis
- Strong communication skills to convey complex information clearly and accurately when interacting with clients and colleagues
- Staying informed about new trends and adapting to changing guidelines is essential for maintaining fairness and consistency
Clear Information Delivery
Guideline Adaptation
Reference
Angus Budiman Perdana | Accenture Malaysia
Team Leader
+6 012-9713213
Timeline
Trust and Safety Analyst
Accenture Malaysia
06.2021 - Current
Content Moderator
Collabera Malaysia
09.2020 - 06.2021
Customer Service Associate
Collabera Malaysia
04.2020 - 08.2020
BBA - Retail Management
Universiti Teknologi Mara (UiTM)
Diploma in Banking Studies
Kolej Poly-Tech Mara in Collaboration With UiTM
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