Saanthiran Nadarajah Yogi
Customer Service / Administration(Admin & HR)
Ipoh, Perak
Summary
With a proven track record at Byte Precision Sdn Bhd, I excel in content management and critical thinking, enhancing platform safety and user experience. My leadership in team building and content moderation, coupled with a knack for problem-solving, has significantly improved operational efficiency. I bring a blend of technical expertise and interpersonal skills to drive success in dynamic environments. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Content Moderator
Byte Precision Sdn Bhd
02.2021 - 05.2024
- Responsible for ensuring that all services are delivered within the framework of TikTok's core values and in line with existing policies & procedures
- Identify improvement opportunities in workflow by using daily data analysis and suggest solutions
- 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.
- Handle complaints and reports with respect to users and community.
- Review content on short-video platforms and conduct the content quality control in MM&LA markets, make sure the contents comply with local policies, regulations and culture.
- Lead, manage, recruit & develop a team of Content Moderators, helping them to achieve their full potential and maintain high standards & quality of work, work closely with Team Lead.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
- Reduced response time for content review, ensuring a safer online environment for users.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
- Prevented potential legal issues by enforcing compliance with local regulations and company policies related to user-generated content.
- Maximized operational efficiency within the moderation team via regular refinement of workflows and task distribution strategies based on performance analytics insights acquired over time.
- Continuously sought personal development opportunities to stay informed about industry trends and emerging challenges related to content moderation and online safety.
- Assisted with establishing clear escalation procedures for handling particularly challenging cases involving sensitive issues or complex violations.
Admin Support Customer Service
SOCAR MOBILITY MALAYSIA SDN BHD
10.2019 - 02.2021
- Handling agents issue & attendance together with task segregation.
- Proved successful working within tight deadlines and a fast-paced environment.
- Resolved problems, improved operations and provided exceptional service.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Paid attention to detail while completing assignments.
- Strengthened communication skills through regular interactions with others.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours across night, weekend, and holiday shifts.
- Using live chat and email communication to answer concerns about socar rental from members.
- Provide an updated version of the work policy methods and update the knowledge base with current products.
- Preparation of SLA and ad-hoc task reports for the Manager on a weekly and monthly basis.
- Self-motivated, with a strong sense of personal responsibility.
- Excellent communication skills, both verbal and written.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Customer Care Consultant
Accenture Malaysia(GRAB)
01.2018 - 09.2019
- Managed high-pressure situations calmly and professionally, maintaining strong rapport with clients during difficult interactions.
- Analyzed feedback from customers to identify trends and make necessary improvements within the department.
- Liaised with other departments to facilitate timely resolutions of customer concerns or requests.
- Participated in regular training sessions to enhance understanding of new products or services offered by the company.
- Streamlined communication with clients, leading to improved relationships and increased retention rates.
- Developed customized solutions for clients, resulting in higher satisfaction rates and repeat business.
- Demonstrated empathy towards customers'' needs while simultaneously adhering to company policies and guidelines.
- Delivered outstanding support during peak periods, adeptly handling increased call volume without compromising service quality.
- Proactively identified potential problems for clients, offering tailored solutions before issues could escalate.
- Negotiated favorable outcomes for both clients and the company in challenging circumstances or disputes.
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Trained new team members on company policies, procedures, and best practices in customer care.
- Resolved complex customer issues, ensuring a positive and efficient experience.
- Assisted call-in customers with questions and orders.
- Collaborated with cross-functional teams to identify areas for improvement in customer service processes.
- Maintained detailed records of client interactions, ensuring seamless continuity across subsequent communications.
- Exceeded performance targets consistently while maintaining exceptional levels of customer service quality.
- Provided first-contact resolution whenever possible by utilizing extensive product knowledge and problem-solving skills.
Admin Cum Personal Assistant
Sai Gananthara Training & Consultancy
07.2013 - 12.2017
- Responded to emails and other correspondence to facilitate communication and enhance business processes.
- Assisted in the preparation of presentations and reports, contributing to well-informed decision making.
- Oversaw personal and professional calendars and coordinated appointments for future events.
- Maintained confidentiality and discretion while handling sensitive information relevant to company operations.
- Served as first point of contact for incoming visitors or phone calls, ensuring prompt responses or directing inquiries appropriately.
- Aided executive in personal tasks such as scheduling appointments or running errands when needed.
- Managed travel arrangements including flights, accommodations, and itineraries for smooth business trips.
- Facilitated smooth office operations by managing supplies inventory and overseeing maintenance requests.
- Supported executive in achieving goals by proactively anticipating needs and addressing concerns promptly.
- Kept detailed track of household and maintenance inventory and schedules.
- Improved document management, established systematic filing system that accelerated information retrieval.
- Streamlined office operations, implemented digital filing systems to reduce paper use and improve accessibility.
- Used discretion when handling confidential information.
- Improved time management of the executive through effective prioritization and organization of tasks.
- Maintained appropriate filing of personal and professional documentation.
- Monitored expenses closely, maintaining an organized filing system for easy access to financial records.
- Contributed to a positive work environment through professional demeanor and strong interpersonal skills.
Education
BBA - Business Administration (Hons)
Malaysia University of Science And Technology MUST
Kuala Lumpur, Malaysia 05.2024 - 06.2024
Skills
Social media knowledge
Content Management
Online research
Patience and Tolerance
Cultural Awareness
Multitasking Abilities
Self Motivation
Customer Service
Critical Analysis
Adaptability
Time management abilities
Problem-Solving
Teamwork and Collaboration
Decision-Making
Professionalism
Active Listening
Critical Thinking
Strong attention to detail
Time Management
Adaptability and Flexibility
Problem Identification
Fact-checking
Excellent Communication
Flexible Schedule
Analytical Skills
Written Communication
Desktop and Laptop Computers
Interpersonal Communication
Team building
Stress Tolerance
Staff leadership and supervision
Proof Review and Approval
Project Coordination
Personnel Management
Languages
Malay, Tamil, English
Native language
Indonesian
Advanced
C1
Mandrin
Beginner
A1
Certification
Certified First Aider Specialist in Mental Health by PEKA Malaysia
Interests
Cooking
Gradening
Music
Volunteering
Timeline
BBA - Business Administration (Hons)
Malaysia University of Science And Technology MUST
05.2024 - 06.2024
Participation Certificate for AppSuite Apps Creation
12-2023
Certified First Aider Specialist in Mental Health by PEKA Malaysia
09-2022
Content Moderator
Byte Precision Sdn Bhd
02.2021 - 05.2024
Admin Support Customer Service
SOCAR MOBILITY MALAYSIA SDN BHD
10.2019 - 02.2021
Customer Care Consultant
Accenture Malaysia(GRAB)
01.2018 - 09.2019
Sijil Perakuan di Persekutuan Pengakap Malaysia
09-2013
Admin Cum Personal Assistant
Sai Gananthara Training & Consultancy
07.2013 - 12.2017