Nur Hidayah (Hedy) Abdul Rahman

• Evaluating high volumes of live active sensitive content reports, including graphic materials, child exploitation, violent, hateful, including offensive or derogatory language and other potentially distressing materials
• Cross collaborations with Law Enforcement teams to escalate specific sensitive content categories
• Application of Twitch enforcement policies across live active reports to mitigate risks of user safety, company reputation damage, legal violations and sensitive information disclosure
• Identifying day to day gaps in processes and developing improvement strategies for efficiency and productivity
• Creation of training slides for new trainee onboarding
• Mitigate risk of company reputation damage, user safety, legal violation or sensitive information disclosure by application of policies across a large caseload
• Mentored new hires, resulting in stronger staff development and increased productivity.
• Gathered and organized supplementary materials to support structured lessons for vendors

Customer Service:

• Handled and documented reactive enquiries of escalated cases from users and vendors
  
• Creating platform education documents for onboarding of new vendors
  
• Managed high volume of conflict resolutions
  
• Conducted investigations for client account suspension due to platform violations (cancellations, discrimination, sexually explicit messaging content, threats and harassment etc)
  
• Cross team collaboration to enforce suspension for users who have threatened the user safety of our community platform and violate TOS/ policies
  
• Removal of user reviews that violates the platform content policies

Account Management:

• Identifying risks, opportunities and analyzing market trends to increase impact of client’s revenue
  
• Creating streamlined workflows to improve escalation processes and ensuring seamless and consistent user experience journey, contributing to team’s productivity
  
• Managed and delivered strategic sales consultations to 128 key accounts across Australia and New Zealand, forging successful relationships to increase 100% booked nights and booking revenue
  
• Created onboarding programs for new clients and vendors

✔ Ranked top 5 performing account manager within APAC region after surpassing revenue target of $25,000 and achieving $600,000 by end of quarter, bringing the ANZ team to being one of the top performing markets

✔ Re-focused account manager’s deliverables by reducing contact rate from 70% to 30%, resulting to better management of client's contact rate

Customer Service:

• Crisis Management in high risk dispute resolution cases (death, drugs, racism)
  
• Gather product feedback, trending issues and communicate with product and engineering management to improve
  product development roadmap
  
• Work with other cross functional teams to drive better customer engagement

Account Management :

• Supported Channel Managers and other integration listing transfer tools to ensure smooth transfer of listings from the Channel Managers to accounts
  
• Building guidebooks for user education of platform policies to promote positive user experience
  
• Provide reactive customer support through inbound email and phone
  
• Supported Ground Ops for Market Managers in campaigns and events
• Identified potential opportunities and acquired 50 new volume hosts in Australia and New Zealand markets to increase supply, contributing to Airbnb’s success as market leader in Vacation Rental
  
• Proactively improved the listing quality of clients in the ANZ region through webinars, resulting to an increase of up to 90% of 5-star quality listings in Australia & New Zealand and increased booking rate from 40% to 90%
  

• Supported Ground Ops for Market Managers in campaigns and events
• Leveraged conflict resolution and interpersonal skills to mediate in urgent situations and issues between hosts and
  guests to provide a positive outcome
• Investigation of cases involving trauma, personal harm or high risk cases (death, drugs, racism)
• Assisting with escalated issues and assisting with user dispute request process through phone and email
• Flagging inappropriate content in messaging system
• Engaged in Social Media chatbots to assist with incoming enquiries and disputes

✔ Consistently achieved productivity target of 60 NPS and 100% productivity by educating clients how to utilize platform

• Concierge management and quality monitoring
• Provided training and performance management of new agents
• Develop actionable plans for service and process improvement

• Performed administrative duties including customer service (phone and email support)
• Assisted class scheduling, payrolls, processing annual leaves, collection of fees and payment and supply management
• Handling of vendor instrument and music guidebook distribution through various outlets

• Provided concierge and travel related services assistance to corporate clients under private banking programmes
  
• Created destination referrals and itinerary programs for AMEX, HSBC Premier clients
  
• Assisted various programs in the organisation (Insurance, Travel Assistance, Medical Emergencies, Car Service
  Assistance)