Ungku Amer Faez Bin Ungku Fauzie
Kuala Lumpur
Summary
Detail-oriented professional with a strong background in risk assessment, policy enforcement, and online content moderation. Skilled in analyzing high-volume data, identifying potential compliance risks, and ensuring adherence to regulatory standards. Known for critical thinking, conflict resolution, and effective communication in fast-paced, high-pressure environments. Reliable team player with a proven ability to adapt to evolving policies, conduct thorough investigations, and maintain accuracy and integrity in decision-making.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Content Safety Moderator
BYTE PRECISION SDN BHD
05.2021 - Current
- Monitored and reviewed high-volume user accounts and video content across multiple markets including US, GB, Non-Language Others, and Indonesia, ensuring compliance with global regulations and platform policies.
- Applied critical thinking and risk-based judgment to evaluate and tag sensitive content such as political, terrorism-related, and crisis events, reducing regulatory and reputational risks.
- Conducted policy-driven assessments to detect fraudulent activities, scam operations, and suspicious behavior, aligning with international compliance standards.
- Enforced policies against Ponzi schemes, artificial followers/likes, gambling content, pirated movie sites, and mule account to prevent financial exploitation and platform abuse.
- Investigated and escalated potential cases of fraud, identity manipulation, and illegal transactions, supporting internal risk and compliance teams.
- Maintained up-to-date knowledge of global issues, fraud trends, and regulatory updates, enabling swift responses to emerging risks and policy changes.
- Mentored junior moderators, providing guidance on policy interpretation, fraud detection, and escalation procedures to strengthen team awareness and compliance accuracy.
- Delivered regular policy updates through weekly and monthly briefings to ensure the team remained informed and aligned with the latest fraud prevention guidelines.
- Processed and managed a high volume of user accounts and content cases daily while consistently meeting accuracy and average handling time (AHT) targets.
Customer Representative
Maxis Broadband Sdn Bhd
07.2018 - 04.2021
- Handled a high volume of inbound calls covering billing, technical, network, and product-related inquiries, consistently meeting service-level targets.
- Investigated and analyzed customer account information to identify issues across mobile and home fiber services, ensuring accurate resolution.
- Provided timely solutions or escalations for complex technical and billing challenges, maintaining customer satisfaction and regulatory compliance.
- Educated customers on billing, payment processing, and support procedures, promoting clear understanding of company guidelines.
- Collaborated with cross-functional teams to identify patterns of unusual activity, enabling early detection of high-risk accounts and supporting internal AML/KYC investigations.
- Developed strong client relationships and earned a reputation for exceeding service standards through professionalism and empathy.
- Provided appropriate solutions or escalations to manage challenging situations and ensure customer satisfaction.
Customer Service Professional Unifi Mobile
VADS Berhad
08.2017 - 07.2018
- Handled inbound calls and live chat inquiries, addressing a wide range of technical, billing, and account-related issues with professionalism and accuracy.
- Provided clear solutions and guidance to customers, ensuring all interactions followed company policies and data privacy requirements.
- Supported customers through new registrations, service installations, and account updates, carefully verifying information to maintain compliance and reduce risk of errors.
- Improved operational efficiency by streamlining processes and ensuring smooth coordination between customer needs and internal service teams.
- Built trust and maintained a positive customer experience while balancing policy enforcement and service quality.
Admin Cum Sales Assistant
FD Global Trading
02.2016 - 03.2017
- Managed registration and documentation for foreign worker permits, handling the process from initial application to final approval while ensuring full compliance with immigration requirements and PDPA.
- Entered and maintained customer information in internal systems with careful attention to data accuracy, confidentiality, and privacy regulations.
- Handled customer inquiries and provided updates on registration status, ensuring clear communication and adherence to legal guidelines.
- Managed filing systems for ongoing projects and completed cases, ensuring proper record-keeping and readiness for internal or external audits.
- Prepared and processed invoices, receipts, and payments, maintaining accurate financial documentation for company records.
- Followed up with customers and relevant agencies to ensure smooth permit approvals and timely resolution of issues.
Admin Assistant
Vieus Engineering
12.2011 - 11.2013
- Managed customer orders and client inquiries, ensuring accurate processing and timely delivery while maintaining a high standard of service.
- Prepared and maintained invoices, receipts, and company records, ensuring proper documentation and adherence to internal policies.
- Organized and safeguarded business-critical documents, supporting audit readiness and data integrity.
- Coordinated logistics and product standards, ensuring smooth operations and consistent quality control.
- Worked independently to create, edit, and format professional documents, ensuring clarity and compliance with company requirements.
Education
SPM -
Sekolah Menengah Kebangsaan Hillcrest
01.2011
Skills
- Microsoft Word
- Microsoft Office
- Microsoft Excel
- Microsoft Outlook
- Team collaboration
- Critical thinking
- Adaptability and flexibility
- Quality control
- Customer service
- Problem-solving
- Effective communication
Accomplishments
- Two times Spot Bonus winner for Q2 2023 and Q1 2024
- PIC for Regulation and Policies
Certification
- [ABAC Course Certificate] [Byte Precious SDN BHD] [2024/09]
- [Gift & Entertainment Certificate] [Byte Precious SDN BHD] [2024/09]
- [Conflicts of Interest Certificate] [Byte Precious SDN BHD] [2024/09]
- [Speak Up Certificate] [Byte Precious SDN BHD] [2024/08]
- [NDAH Certificate] [Byte Precious SDN BHD] [2024/09]
- [Leading with Influence Certificate] [Byte Precious SDN BHD] [2024/09]
- [Data Thinking Certificate] [Byte Precious SDN BHD] [2024/09]
Languages
Malay
Native language
English
Proficient
C2
Timeline
Content Safety Moderator
BYTE PRECISION SDN BHD
05.2021 - Current
Customer Representative
Maxis Broadband Sdn Bhd
07.2018 - 04.2021
Customer Service Professional Unifi Mobile
VADS Berhad
08.2017 - 07.2018
Admin Cum Sales Assistant
FD Global Trading
02.2016 - 03.2017
Admin Assistant
Vieus Engineering
12.2011 - 11.2013
SPM -
Sekolah Menengah Kebangsaan Hillcrest
Personal Information
- IC Number: 940704-14-6703
- Age: 31
- Gender: Male
- Nationality: Malaysia
Strengths and qualities
- Adaptable team player who can work effectively both independently and in collaborative environments.
- Strong commitment to following company policies, regulatory requirements, and data privacy standards.
- Detail-oriented and dedicated to delivering accurate and high-quality work in fast-paced settings.
- Professional and approachable, fostering a positive and respectful workplace atmosphere.
- Highly motivated and eager to learn new processes, regulatory updates, and compliance best practices.
References
Kalairani Gobi, Team Leader at Byte Precision SDN BHD, 0163265952