NUR SUHAILAH BINTI SARUDDIN
CUSTOMER SERVICE /CONTENT MODERATOR / SERVICE DESK
CYBERJAYA
Summary
Customer-focused professional with 5+ years of experience in customer service and front-end operations. Adept at problem-solving and eager to grow interpersonal skills and embrace new challenges.
Organized Senior Editor with 4 years of experience in moderating. Trained in leadership and offering meticulous eye for scheduling and proofreading details. Innovative problem-solver with approachable attitude and insightful critical thinking abilities.
Overview
8
8
years of professional experience
2027
2027
years of post-secondary education
1
1
Certification
Work History
Content moderator (APAC REGION)
Bytedance
03.2021 - 11.2024
- Moderate the Video content from Tik Tok the moment as its post need to tagged it down according to the policy given.
- Responsible for the development, improvement, and maintenance of standards for the security of our online communities.
- Responsible for coordinating with supervising departments for timely management of content that violates our policies.
- 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.
- Reduced response time for content review, ensuring a safer online environment for users.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Strengthened team efficiency by training new moderators on best practices, guidelines, and workflow processes.
- Improved internal communication by providing constructive feedback on content moderation tools and systems to the development team.
Service Desk Analyst (Global Support)
Atos Services (M) Sdn. Bhd.
07.2019 - 05.2021
- Provide remotely installation of hardware, software and applications or upgrades on customers' systems where appropriate
- Attentiveness on center/individual KPI's, and ensuring to achieve objectives given.
- To achieve individual objective for monthly CSAT's, this involves on follow up with users upon completion of tickets to access satisfaction.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
- Engaged in user support interactions via telephone, chat and email platforms.
- Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
- Assisted in training new team members on service desk procedures, tools, and best practices.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
- Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
CUSTOMER CARE OFFICER
SUDONG
05.2018 - 04.2019
- Provide assistance for customers with special billing requests.
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes.
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
- Promote company products, services, and savings plans when appropriate.
- Keep records of calls placed and received, and of related toll charges.
- Managed high call volumes with exceptional time management and multitasking skills.
- Mastered various CRM software systems for effective tracking of client communications.
- Reduced customer complaints by providing timely solutions to issues.
- Developed strong relationships with customers, leading to increased repeat business.
- Maintained detailed records of customer interactions, allowing for thorough follow-up and improved service delivery over time.
Customer Service Professional
TELEKOM MALAYSIA
05.2017 - 05.2018
- Configure And Define Parameters For The Installation Or Testing Of Local Area Network(Lan),Wide Area Network(Wan),Hubs,Routers,Swiches,Controller,Multiplexers, Or Related Networking Equipment
- Identify The Causes Of The Networking Problems,Using Diagnostic Testing Sofwere And The Equipment.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trobleshoot Network Or Connectivity Problems For The Users Or User Groups
- Provide Telephone Support Related To Networking Or Connectivity Issues.
Education
DIPLOMA - SCIENCE ISLAMIC CONTEMPORARY
International Islamic College
GOMBAK04-2016
High School Diploma -
SMK TENGKU MAHMUD ISKANDAR
JOHOR 04.2001 - 01.2012
Skills
Team leadership
Personal Information
- Date of Birth: 06/26/95
- Nationality: MALAYSIAN
- Marital Status: SINGLE
Additional Information
- EXPECTED MONTHLY SALARY : RM 4200
- WILLING TO TRAVEL : YES
- POSSES OWN TRANSPORT : YES
REFERENCE
- AHMAD AZMER IZAT - TELEKOM MALAYSIA SENIOR STAFF +6011-24170177
- HAZIZI ISMAIL - SUDONG SENIOR STAFF +60 18-470 4150
- PAVITRAN - ATOS SPOC +60 10-252 0491
- SIVA - TEAM LEADER - 03-92131623 / 03-92131624
Certification
Licensed Certificate in Human Resource Practices (CHRP) - JAN 2025
Timeline
Licensed Certificate in Human Resource Practices (CHRP) - JAN 2025
01-2025
Content moderator (APAC REGION)
Bytedance
03.2021 - 11.2024
Service Desk Analyst (Global Support)
Atos Services (M) Sdn. Bhd.
07.2019 - 05.2021
CUSTOMER CARE OFFICER
SUDONG
05.2018 - 04.2019
Customer Service Professional
TELEKOM MALAYSIA
05.2017 - 05.2018
High School Diploma -
SMK TENGKU MAHMUD ISKANDAR
04.2001 - 01.2012
DIPLOMA - SCIENCE ISLAMIC CONTEMPORARY
International Islamic College
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