Sam Yee Yang

Team Leadership and Management:

• Managing 0-30 candidates in a team.
• Cross support entire team for more than 400+ candidates.
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
• Mentored junior staff members, helping them develop their leadership potential and advance in their careers.

Stakeholder Communication:

• Collaboration with Other Departments/Singapore site: Work closely with workforce management team, product, legal, community, and trust & safety teams to resolve high-risk issues or improve content moderation processes.
• Reporting to Senior Management: Provide regular updates on the team's performance, challenges, and successes to senior leadership.
• User Support: Address concerns from users or stakeholders related to content moderation, working to balance community safety with user freedom of expression.

Scheduling & Shift Management:

• Oversee the team's schedules, ensuring adequate coverage across different time zones if needed (especially in global or 24/7 environments).
• Created schedule to ensure overall coverage
• Forecast headcount based on business needed

• Perform daily audit - Responsible in perform daily audit in system - Responsible in handle appeal
• Analyze errors - Responsible in Market Weekly report (analysis error percentage and different tagging) to respective team - Identify and provide RCA REPORT
• Work close with training team - Work close with Internal training team and sme to align policy understanding
• Contact quality meeting - Identify market trend (video/comment/text) cases ,error & Root cause analysis report and do calibration among the team
• Leading new joiner - Responsible in guiding new joiner go through all the daily process
• Responsible in provide support on policy question on ad hoc basis
• Cross team checking policy knowledge - Work close with MPOC/PQA/SQA to identify /clarify trending cases
• Award been nominated: Toyol Award TnQ Townhall 2021 Nov - Hyper Helper (Willing to give a hand to those who need without asking return)
• Black widow award TnQ Townhall 2022 June 9th - Helpful team member, Most approachable (Market weekly report data format change, help to deep dive and make analysis together with data tools sme and come out with a new format)
• Grow together - Bytestyle Awards 2022 - Live and be driven by our mission and vision - showing patience and resilience in the face of short term fluctuations

• Ensure the Team score maintain in 80% and improvement
• Responsible for driving new instruction received from the client across the team
• Responsible for auditing and coaching to identifying knowledge gap between the team
• Prepare quality impact analysis & RCA reports
• To provide inputs/insight for process improvement
• Achievement: Team Average score from 38% to 89% (meet the target, target requirement 80%)

• Accountable for the success and quality of the process
• Ensures that the process is followed correctly in Service Operations
• Approves management reporting and tool requirements
• Help improve the defined processes as we create more automation and gather information
• Agent will also be trusted to maintain a high degree of confidentiality while meeting strict deadlines

• Google play and hotline project
• Responding promptly to customer inquiries base on simplified Chinese to traditional Chinese
• Communicating with customers through various channels
• Acknowledging and resolving customer complaints
• Knowing our products inside and out so that you can answer questions
• Processing orders, forms, applications, and requests
• Keeping records of customer interactions, transactions, comments, and complaints
• Communicating and coordinating with colleagues as necessary
• Providing feedback on the efficiency of the customer service process