At Teleperformance Malaysia, I led customer service teams of 10–12 employees and managed daily operations, performance, and workload distribution. During workload spikes, I also handled customer calls, emails, and chats and followed escalated cases through to resolution.
As Operation Team Lead (Content Moderation), I co-developed a site-wide error-tracking dashboard that helped improve operational accuracy from approximately 70% to the client’s 90% target within two weeks. I also analyzed performance data and coached one employee to improve average handling time from approximately 180 seconds to 40 seconds.
In content moderation, I reviewed social media advertisements and user-reported content, applying policy guidance to identify violations and circumvention. I managed backlogs of 3,000–4,000 tasks through task allocation, staffing, and break scheduling.
I’ve also supported recruitment assessments, new-hire onboarding, and the development of newly appointed Team Leaders. I use performance analysis and reporting to identify operational issues and coordinate with Operations, QA, Training, and client representatives.
