Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

ADAM SHARIFF ARIFFIN MONTEIRO

Content Moderator

Summary

Accomplished professional with a proven track record at Bytedance, enhancing online community safety and content standards. Excelled in content management and social media knowledge, efficiently moderating up to 10,000 cases daily. Demonstrated exceptional online research abilities and problem-solving skills, significantly improving user experience and compliance.

Overview

17
17
years of professional experience

Work History

Content Moderator

Bytedance
08.2021 - Current


  • In general, responsible for improving and maintaining standards for the security of our online communities and the safety of users, as well as ensuring legal compliance and the safety of content that is streaming live on the TikTok platform.
  • Monitor livestream video in the form of keyframes and determine whether the content is appropriate or has any violations of any policies (e.g., tobacco, minor safety issues, or violent content) and tag/apply the current policy to said livestream content. On average, 4,000 to 10,000 cases are moderated per day.
  • Responsible for coordinating with supervising departments for timely management of content that violates policies, on top of strict adherence to AHT target, currently at 2.5 seconds per case.


Standard Chartered Bank GBS

Standard Chartered Bank
09.2010 - 08.2021
  • Managed and handled inbound calls for Standard Chartered Priority Banking segment customers. Enquiry related to credit card, saving and current account, Fixed Deposit, online banking, loans, Islamic financing product, and promotions enquiry.
  • Managed and handled inbound/outbound calls related to mortgage. Enquiry related to flexi mortgage loan, conventional, and Islamic financing. Enquiry related to calculation, mortgage rates, and product enquiry.
  • Conducted regular reconciliations of balance sheet accounts to maintain accurate records, essential for decision-making purposes. Referral, new credit card referral, new CASA and FD referral, segment upgrade to premium and priority banking customer.
  • Log or closed complaint and FCR.

Service Banker

Scope International
09.2010 - 08.2015
  • Managed and handled inbound calls for Standard Chartered Banking, General Mass segment customers. Enquiry related to credit card, saving and current account, Fixed Deposit, online banking, loans, Islamic financing product, and promotions enquiry.
  • Forward documents to customer using email, via, or E-channel team. Ensure all documents sent are password protected.
  • Create a report for requests such as transfer credit, update of personal details, dispute, waiver, and card cancellation.
  • Log or closed complaint and FCR.

Customer Service Executive

VADS Berhad
10.2007 - 09.2010
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
  • Described product and service details to customers to provide information on benefits and advantages.
  • Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.

Education

High School Diploma -

SMK SRI PERMATA
PETALING JAYA
04.2001 -

Skills

Content Management

Online research

Customer Service

Active Listening

Product Knowledge

Call Management

Data Entry

Call center experience

Customer Relations

Complaint Handling

Customer satisfaction measurement

Follow-up skills

Escalation management

Accomplishments

  • 2022's spot bonus award ( for achieving high scorecard ratings )
  • Attendance recognition for having less sick leaves.
  • Best Customer Service rep in 2015 for Standard Chartered Bank.
  • Best Call Care 2011 (the best score metric for the entire call center.)
  • Longevity award 10 and 5 years(working with SCB for 10 years.)
  • Special project (Standards Chartered:-
    User Acceptance Testing (UAT) for Computer Telephony Integration (CTI) new system launch. Selected for testing the new system to ensure the system could handle live calls as intended)

Timeline

Content Moderator

Bytedance
08.2021 - Current

Standard Chartered Bank GBS

Standard Chartered Bank
09.2010 - 08.2021

Service Banker

Scope International
09.2010 - 08.2015

Customer Service Executive

VADS Berhad
10.2007 - 09.2010

High School Diploma -

SMK SRI PERMATA
04.2001 -

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ADAM SHARIFF ARIFFIN MONTEIROContent Moderator