Dayana Sirat
@dayanasirat
Experienced Subject Matter Expert driving performance, compliance, and exceptional customer experiences.
MalaysiaWhat I'm looking for
I am an experienced Subject Matter Expert with three years leading high-performing teams, coordinating policy training, and improving operational performance to deliver exceptional customer experiences. I consistently maintain personal and team accuracy scores between 90%–98%, implemented coaching plans that achieved 70%–80% pass rates, and collaborated on policy updates to reduce error reviews to 5%.
My background includes content moderation, customer support, and personal banking where I improved processes, supported onboarding with a 90% success rate, and exceeded sales and client-retention targets. I am committed to fostering respectful, high-performing team cultures, championing diversity and inclusion, and driving measurable improvements in service quality and compliance.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert
Bytedance Ltd
Sep 2022 - Oct 2025 (3 years 1 month)
Managed a high-performing moderation team, maintaining accuracy scores of 90–98% and reducing error reviews to 5% through targeted coaching and policy alignment. Implemented training and performance plans that improved low-performing agents to a 70–80% pass rate and strengthened compliance with updated guidelines.
Content Moderator
Bytedance Ltd
May 2021 - Aug 2022 (1 year 3 months)
Maintained individual accuracy of 90–98% across KPI cycles and helped create a video tagging system that increased team accuracy by 10–15%, while collaborating on policy updates to cut error reviews to 5%.
Customer Happiness Executive
Fave Asia Berhad
Apr 2019 - Apr 2021 (2 years)
Handled 60–80 email inquiries and 50–70 live chat customers daily, achieving 95% timely resolution by coordinating with Escalations and Partner Management and supporting onboarding to reach a 90% hire success rate.
Personal Banker
CIMB Bank
Dec 2014 - Mar 2019 (4 years 3 months)
Managed portfolios of 30–50 HNW clients delivering product presentations and achieving 92% client retention and 95% product adoption comprehension; exceeded sales targets, including 110% of target and top recognitions.
Education
Degrees, certifications, and relevant coursework
Institute of Science and Technology Darul Takzim
Diploma in Business Management, Business Management
Completed a Diploma in Business Management awarded in November 2013.
Availability
Location
MalaysiaAuthorized to work in
Salary expectations
Social media
Job categories
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