Shaila Aladin Abdullah
Content Safety-Data Service
Setapak, Kuala Lumpur
Summary
Almost 10 years of professional experience, 4 years with Bytedance as Content Safety - Data Service, 3 years in the BPO industry, and almost 3 years in hospitality, travel, and education industry.
Committed and professional Content Labeler with proven ability and track record in ensuring accurate labeling and reaching KPIs . Excellent communication and problem-solving skills for team collaboration.
To seek and maintain full-time position as Quality Analyst - Tagalog at Bytedance, Kuala Lumpur, to share skills, knowledge, and best practice to the team.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
Work History
Content Safety-Data Service
Bytedance Precision Sdn Bhd
Kuala Lumpur , Kuala Lumpur
2020.08 - Current
- Conduct thorough reviews of content on short-video platforms, ensuring compliance with local policies, regulations, and cultural norms.
- Interpret and apply complex policies and guidelines to content, ensuring adherence to platform standards.
- Stay updated on evolving review policies and guidelines to accurately assess and label content.
- Demonstrate exceptional attention to detail in all aspects of content review and labeling.
- Maintained a 100% error review completion rate, ensuring all processes and procedures were thoroughly examined and validated.
- Achieved a perfect score on quizzes and assessments, consistently scoring no less than 90%, demonstrating a high level of proficiency and knowledge in relevant areas.
- Managed a consistently high occupancy rate, maintaining a range of 97%-98%, reflecting strong organizational and operational efficiency.
Customer Experience Specialist
Agoda
1 2020 - 2020.06
- Provided excellent customer service and managed the needs of customers (guests and partners) through our communication channels (phone, email, and live chat)
- Professionally handled high volume of inquiries from clients and customers
- Accountable for meeting individual (KPIs) and team goals
- Understand and deliver business strategies and improve customer services through the execution of self-service
- Continuously identify work process improvements
- Perform office-based administrative duties whenever required
- Taking ownership of issues and concerns of customers, including operational issues, pricing / invoice queries, etc.
Customer Care Professional- US Market
American Express Sdn Bhd
Kuala Lumpur , Kuala Lumpur
2019.10 - 2019.12
- Delivered extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
- Talked and reacted personally to whatever the circumstances and assist customers to understand potential issues
- Listened to the real need, find what to give the customer needs and created powerful solutions to get the job done the first time
- Grew and nurtured customer relationships on every interaction that results in measurable customer value
- Delivered extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
- Takes pride in delivering great service in a fun environment that celebrates recognition, as well as a vibrant, fast paced and diverse culture.
Customer Experience Professional
Concentrix CVG Malaysia Sdn Bhd
Kuala Lumpur , Kuala Lumpur
2017.06 - 2019.09
- Adhered to all policies, escalation processes and operation processes from Concentrix and Client
- Provided 1 on 1 Coaching to Tier 1 agents that does not adhere to the process
- Calibrated with the Tier 1 agent if there are any new process that needs to be implemented by the client
- Performed Transaction Monitoring to check the agents knowledge and ensure the quality of the service provided
- Responded to all escalated cases
- This might be in the form of extensive technical support or warranty claims process escalations or even regional processes escalations
- Contact type might be in the form of either email or phone
- Reading log files where applicable; to find fault in the attempt to provide resolution for technical issues.
Manager in Training
Naughty Nuri’s
Kuala Lumpur , Kuala Lumpur
2016.07 - 2017.05
- Planning the operation and function of the area over in a way that accomplishes the goals
- Organizing the production of the work, and the workforce, training, and resources necessary, in a way that accomplishes the desired and required outcomes to meet the goals
- Providing the employees and their resources with enough guidance, direction, leadership, and support necessary to ensure accomplishment of goal.
Online English Teacher
Engoo by Bibo Global Opportunity
Remote
2015.05 - 2016.07
- Taught English to a variety of people, mostly Japanese, Korean, Taiwanese, and Chinese students
- Enhanced students' language skills ny focusing on reading, writing, speaking, and listening acitivities
- Can do company lesson materials, free conversation, or students' own material
- Utilized multimedia resources to enhance lessons and reinforce key concepts for better retention of knowledge
Call Center Agent/ Representative (AT&T Collections)
Teleperformance Davao
Davao City
2014.04 - 2015.04
- Took inbound calls with regards to wireless phone and billing issues
- Explained data plans and phone concerns
- Resolved customer wireless issues over the phone in a timely manner
- Provide sufficient help for problems that cannot be resolved over the phone
- Did both Customer Service and Collections tasks.
Education
Bachelor of Science - Entrepreneurship
Ateneo De Davao University
Davao, Philippines 2011.11 - 2015.04
High School Diploma -
Holy Child School of Davao
Davao, Philippines 2006.06 - 2010.03
Skills
- Team Coaching
- Quality Control
- Performance Goals
- Workflow Management
- Team Collaboration
- Attention to Detail
- Documentation And Reporting
- Product Knowledge
- Problem-solving abilities
- Conflict Resolution
- Building rapport
- Mentoring and training
- Subject matter expertise
Accomplishments
- 1st Quarter Best Agent Award, Concentrix, 01/2018, 03/2018
- 4th Quarter Client’s Choice Award, Concentrix, 10/2018, 12/2018
- 1st Quarter Client’s Choice Award, Concentrix, 01/2019, 03/2019
- Team’s Top KPI agent, Agoda, 02/2020
References
- Ia Novelozo, Team Leader, ADSEO-APAC-Eco-KL | Bytedance, ia.novelozo@bytedance.com
- Sai Mageswaran, Former Operation’s Manager | Concentrix Business Excellence Manager | Teledirect Singapore, +65 9299 0200
- Karen Lapus, Customer Experience Professional Trainer | Concentrix, +60 14 205 4708
Languages
Tagalog, Cebuano
Native language
English
Upper intermediate
B2
Timeline
Content Safety-Data Service
Bytedance Precision Sdn Bhd
2020.08 - Current
Customer Care Professional- US Market
American Express Sdn Bhd
2019.10 - 2019.12
Customer Experience Professional
Concentrix CVG Malaysia Sdn Bhd
2017.06 - 2019.09
Manager in Training
Naughty Nuri’s
2016.07 - 2017.05
Online English Teacher
Engoo by Bibo Global Opportunity
2015.05 - 2016.07
Call Center Agent/ Representative (AT&T Collections)
Teleperformance Davao
2014.04 - 2015.04
Bachelor of Science - Entrepreneurship
Ateneo De Davao University
2011.11 - 2015.04
High School Diploma -
Holy Child School of Davao
2006.06 - 2010.03
Customer Experience Specialist
Agoda
1 2020 - 2020.06
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