Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Mariam Raihana

Summary

Dedicated and highly motivated Content Moderator experienced in identifying and coordinating process improvement initiatives that incorporate best practices and standard operating procedures and able to identify Trust and Safety threats while being well versed in customer support and administrative.

Overview

8
8
years of professional experience

Work History

Content Moderator

Tiktok
02.2022 - Current
  • Content Review: Evaluating user-generated content, such as text, images, videos, and other media, to determine compliance with platform content guidelines, community standards, and legal requirements.
  • Policy Enforcement: Enforcing content policies related to hate speech, harassment, nudity, violence, and other prohibited content.
  • User Report Handling: Investigating and responding to user reports of inappropriate or harmful content, which may involve actions like content removal, warnings, or user bans.
  • Continuous Monitoring: Regularly monitoring user-generated content in real-time or through scheduled reviews to promptly address violations
  • Quality Control: Maintaining content quality by identifying and addressing issues related to spam, misleading information, or fake accounts.
  • Staying Informed: Keeping up-to-date with changes in content policies, legal requirements, and emerging online threats to adapt moderation practices accordingly.
  • Content Guidelines Development: Contributing to the development and refinement of content guidelines and policies.
  • Training and Education: Providing guidance and training to users and moderators on content guidelines and best practices for content creation and moderation.
  • Emotional Resilience: Developing emotional resilience to cope with potentially distressing or graphic content encountered during moderation.
  • Privacy and Security: Ensuring privacy and security of user data and sensitive content while adhering to data protection regulations and platform policies.
  • Escalation of Critical Issues: Escalating complex or serious content issues to higher-level moderation teams or management for further action.
  • Feedback and Improvement: Providing feedback to platform's development and policy teams to help improve content moderation processes and policies.

Content Moderator/ Process Associate

Genpact
03.2020 - 02.2022
  • Tasked as WhatsApp reviewer for client (Social Media)
  • Performed quality assurance checks in various languages on WhatsApp business accounts to assess compliance with government regulations and company policies
  • Raising reports/ forms on Trust and Safety violations ( inclusive of CEI contents)
  • Adhering to company and clients Standard Of Procedure ( SOP)
  • Highly knowledgeable of clients product knowledge for various violations
  • Handling 7 queues with high accuracy and KPI (For Trust and Safety)
  • Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
  • Supporting customers in English and Bahasa Indonesia via Chat, email and other support tools
  • Demonstrates effective, clear, and professional written communication in English and Bahasa Indonesia to support client and Indonesian customers
  • Provides timely and efficient service to users including appropriate escalation.
  • Actively seek solutions through logical reasoning
  • Demonstrates strong problem-solving capabilities and assist customers in case of any issues grammatically accurate sentences) via Chat, Email and other support tools
  • Flexibility to tackle multiple tasks, problem solving/critical thinking skills
  • Respond to customer inquiries and problem escalations
  • Provide Email & Chat support to troubleshoot and resolve issues with client & 3rd party app support & testing.

Customer Service Officerr

Ministry Of National Development
10.2019 - 02.2020
  • Assisted call-in customers with questions.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Responded to customer calls and emails to answer questions about products and services.
  • Provided primary customer support to internal and external customers.
  • Initiated investigations into complex or sensitive complaints, identifying solutions swiftly and to customer satisfaction.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Support daily inquiries received from public channels, such as phone calls, emails and application
  • Ensure timely and proper documentation of cases in databases; and
  • Support administrative tasks when required.
  • Liaise with internal parties in regards to inquiries from member of public

Benefits Administrator

Fullerton Health
09.2018 - 11.2018
  • Organized and detail-oriented with strong work ethic.
  • Review, assess and approve medical claims within service turnaround time.
  • Keying in of claim information into system
  • Raising discrepancy and liaising with medical institutions or clinic for explanation
  • Reviewed benefits paperwork for accuracy and completeness.
  • Attending to claims investigations
  • Handle enquiries from both internal and external parties
  • Batching of medical claims and ensuring everything has been approved and no discrepancies are found
  • Observed strict procedures to maintain data and plan participant confidentiality.
  • Provide admin support to claims team
  • Generation of payment report
  • Perform any ad hoc task required
  • Any other duties as assigned by Claims manager or upper managements.

Customer Service Agent

Dnata
08.2015 - 01.2018
  • Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage, and assigning seats.
  • Resolved customer requests, questions, and complaints by analyzing individual situations and determining best use of resources.
  • Addressed passengers' concerns about delayed and canceled flights and resolving their concerns
  • Described and explained details about Airline production options to inform customers and guide purchasing decisions.
  • Informed customers about special promotions and provided detailed information for various products.
  • Used Sabre and Altea to prepare pre-departure and post-departure reports and passenger manifests.
  • Verified identification and travel documents to efficiently board passengers for on-time departure.
  • Operated PA system to make announcements regarding flight activity.
  • Informed clients of essential travel information, such as travel times, transportation connections, medical and visa requirements to facilitate quality service.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Well aware of procedures in regard to Unaccompanied Minor, PETC and AVIH
  • Adhering to IATC and CAAS standards
  • Knowledgeable on airline products and services
  • Knowledgeable on carriage of dangerous goods act
  • Complying with health and safety work act
  • Basic accounting skills in doing passenger charge summary and form.
  • General admin duties as and when assigned by duty manager and supervisors.
  • Escorting VIP as and when assigned by airline supervisors or duty managers.

Education

No Degree - Diploma in Healthcare Administration

Republic Polytechnic
Singapore
04.2015

Skills

  • Decision Making
  • Stress Management
  • Critical Thinking
  • Empathy and Understanding
  • Customer Service
  • Attention to Detail
  • Cultural Awareness
  • Emotional Intelligence
  • Conflict Resolution
  • Social Media Knowledge
  • Active Listening
  • Content Management
  • Strong Attention to Detail

Languages

English
Bilingual or Proficient (C2)
Malay
Bilingual or Proficient (C2)
Indonesian
Intermediate (B1)

Timeline

Content Moderator

Tiktok
02.2022 - Current

Content Moderator/ Process Associate

Genpact
03.2020 - 02.2022

Customer Service Officerr

Ministry Of National Development
10.2019 - 02.2020

Benefits Administrator

Fullerton Health
09.2018 - 11.2018

Customer Service Agent

Dnata
08.2015 - 01.2018

No Degree - Diploma in Healthcare Administration

Republic Polytechnic

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Mariam Raihana