VENOTH KHANNA MURUGIAH

• Reviewed and analyzed content for safety, appropriateness, and compliance with TikTok's policies.
• Identified and flagged inappropriate language, titles, thumbnails, and other compliance issues.
• Rated content based on multiple criteria to ensure alignment with company guidelines.
• Applied good judgment in managing content and ensured moderation quality.
• Utilized internal tools to review images and text-based content.
• Maintained high accuracy in flagging prohibited materials and improved site quality.
  

Shift Lead:

• Increased productivity by setting expectations and guiding the team.
• Trained new employees on policies and best practices.
• Identified harmful content trends to improve platform safety.
• Reduced content review response times for a safer environment.
• Suggested improvements for better content quality and accuracy.

Content Moderator (Adult):

• Ensure adult content complies with policies and legal regulations.
• Flag, remove, or restrict violating content.
• Use tools for accurate assessments and suggest process improvements.
• Stay updated on policy changes and maintain confidentiality.

Client Service Associate (Facebook, ARVR Project):

• Respond to and route customer inquiries via Zendesk.
• Manage escalations and ensure timely resolution.
• Follow procedures for email flow, data entry, and complaint management.
• Assist with troubleshooting, reduce response times, and handle high email volume efficiently.

• Led team meetings, assisted in recruitment, and conducted performance reviews.
• Promoted financial products, and ensured adherence to company policies.
• Set goals, coached on cold calling, and provided daily reports to the Managing Director.
• Managed rewards and recognition based on sales performance, trained new employees, and ensured they understood company policies.
• Mentored staff, improved team productivity, and enhanced customer satisfaction through better service.

• Managed contact center demand, ensuring service levels and appropriate agent skills.
• Analyzed intraday performance, addressed issues, and optimized activities.
• Collaborated with operations to understand customer contact drivers and communicated performance impacts.
• Handled incident logs, escalated issues, and provided reports to management.
• Worked with planning teams to address performance gaps and minimize impacts.
• Managed call queues, updated WFM systems, and supported continuous improvement initiatives.

• Maintain the accuracy of Chronology & RTM Report
• Conduct briefing for New Biz on the House Rules
• Monitor AVAYA for agent availability and call queue flow
• Update on any issue on real time
• Update on outage information (Notified by CRM)
• Update Responsive on the outage info
• Activate IVR if required

• Advance troubleshooting and handle inbound calls from Streamyx customers
• Assist the CSR's to handle difficult calls from the customers
• Assist customer and solve their connection problem
• Follow-up the reports made by the customers
• Real time monitoring

• Managed a team of 8 agents and 2 team leaders, overseeing reports, call verification, and database updates.
• Compiled reports on customer service, agent performance, and call activities, while allocating block numbers to marketing offices.
• Conducted product training, handled cash deposits, and ensured smooth team operations.
• Boosted productivity, mentored staff, and assigned tasks based on strengths.
• Enhanced team collaboration and customer satisfaction, while fostering a positive work environment to reduce turnover and improve cohesion.