Muhammad Danial Bin Buang

Brand Safety

• Monitor and ensure advertising content complies with established policies and local laws.
• Moderate user-generated content (UGC) by capturing screenshots of violations and tagging relevant labels.
• Stay updated on policy changes and developments.
• Follow established policies and procedures while consistently meeting performance standards.

Consumer Complaint Rate (CCR)

• Determine whether the consumer is providing negative or positive feedbacks towards product or content.
• Stay updated on policy changes and developments.
• Follow established policies and procedures while consistently meeting performance standards.

One of the selected cross-trained AAS capable of supporting both BS and CCR.

Analyst for social media company

• Develop deep knowledge within a complex product group.
• Investigate and prioritize advertising issues, escalating to a specialist when appropriate, for further troubleshooting or de-bugging.
• Own task end-to-end until they are assigned to specialist.
• Discern product confusion from bugs and identify solution.
• Effectively and concisely communicate resolution, workaround or product confusion to sales team.
• Partner with product support group specialists to identify solution to advertising bugs and product confusion.
• Facilitate a high-end customer experience related to support for advertising bug.

Quality Rockstar (July 2022, January 2023)

• KPI Related: Zero Errors/Complaints, 100% Behavioral, Business Critical Attributes and Compliance Critical Attributes.

GPS Top Performer of the Quarter (July 2023)

• Delivered significant impact to the team and client

Call Centre Agent for Government Agencies

• Handle callers' interactions, giving detailed, personalized, friendly and polite service to ensure callers' satisfaction.
• Memorized company products and services to be able to answer callers' questions promptly and accurately.
• Collate data such as callers' name, address, phone number and email into CRM.

Shift in Charge (SIC)

• Guide and train new agents
• Escalate cases to necessary Government Agencies.

Recognizing Excellence Program (February 2021)

• KPI Related: Zero Errors/Complaints, above 95% CSAT Passes, with compliments and above 70% TRF passes.

Main point of contact for Town Councils

• Line of communication by both phone and email
• Provide reports to the customer and ensure the accuracy of data.
• Created and maintained accurate customer records and documentation database.

Supervisor Role

• Guide and train CSOs with regards to Town Councils jobs.
• Final checks on reports before submitting to clients.
• Take part in hiring process.