Nur Jannah Binte Samsudin
Summary
A dependable, enthusiastic, and adaptable professional with comprehensive experience in the customer service industry. Dedicated and detail-oriented with strong organizational skills and teamwork, proven abilities in working with high-performing, multi-cultural, and cross-functional teams in delivering multiple concurrent projects in fast-paced and dynamic environments. A persuasive multilingual communicator with an excellent ability to engage stakeholders across all levels and a robust track record in implementing systematic processes that ultimately bring about sustainable business growth and achieve organizational KPIs.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Content Moderator
TIK TOK PTE LTD
07.2023 - 05.2024
- Moderate approximately minimum of 600 videos per day.
- Ensure legal compliance and safety of content uploaded to platform
- Develop, improve, and maintain standards for security of TikTok's online communities
- Improve content management strategy for short video platforms
- Coordinate with supervising departments for timely management of content violating TikTok's policies
- Ensure adherence to community guidelines through thorough examination of user-generated content.
Admin Executive
ALL THAT JAZZ DANCE ACADEMY PTE LTD
02.2023 - 05.2023
- Greeted and welcomed customers
- Provided information about classes, programs, and studio policies
- Responded to general support inquiries via email, phone, and walk-ins
- Processed student upgrades, withdrawals, and payments
- Maintained accurate records of schedules, registrations, and payments
- Addressed customer concerns or complaints professionally, escalating issues when necessary
- Ensure premises are kept neat, and well organized and report any maintenance issue to the relevant personnel
- Collaborate within and across teams to achieve business goals of service excellence and growth.
- Enhanced customer satisfaction by streamlining communication channels and improving response times.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Established long-term client relationships through consistent delivery of high-quality products and services.
Senior VIP Operations Specialist
STAR SHINE ENTERTAINMENT PRIVATE LIMITED
11.2022 - 01.2023
- Handle complaints, provide appropriate solutions for customers, and follow up to resolve any issues customers experience
- Build sustainable relationships and trust with VVIPs and VIPs accounts through open and interactive communication
- Using the right tool and method to provide accurate, valid, and complete information.
- Tracked and analyzed reports to determine needed improvements.
- Collected, arranged, and input information into database system.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
- Gathered, organized and input information into digital database.
Content Moderator
GENPACT CONSULTING (SINGAPORE) PRIVATE LIMITED
03.2020 - 11.2022
- Moderate approximately 1500 content per day.
- Process requests received and assess them in accordance with the Policy Compliance guidelines
- Take action to apply the appropriate policy with high quality, speed, empathy, and accuracy
- Operates A.I Based learning system
- Labeling anonymous reports to specific categories
- Contribute to the company and community in keeping online communication safe
- Handling Commerce Policy Violations, preventing businesses from doing and selling inappropriate products and services.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Suggested improvements to content to enhance quality and accuracy.
Customer Service Officer (My Audi World)
ANTASIS PRIVATE LIMITED
05.2016 - 02.2020
- Managed approximately 100 to 250 incoming calls and emails per day.
- Handling technical support & problem-solving via phone calls & email
- Escalate & follow up issues to relevant departments
- Administrative duties.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Completed data entry to record call notes, suggestions and questions.
- Promoted company brand and unique offerings through personalized customer service.
Logistics Executive
ASIA FINE DIAMONDS PRIVATE LIMITED
10.2015 - 01.2016
- Handling documentation for purchase
- Updating stock inventory, payment, & contract orders
- Preparing daily reports & administration duties
- Handle shipment queries and discrepancies.
- Managed department inventories to identify unusual activities, excesses and fluctuations.
- Managed functional areas of logistics.
Shipping Admin Officer
AL-BARRAK SINGAPORE INTERNATIONAL PRIVATE LIMITED
01.2013 - 06.2015
- Preparing & handling documentation for import shipment
- Delivery of documents
- Liaison officer between shipper & carrier.
- Established effective relationships with key stakeholders both internally and externally for increased collaboration opportunities.
Admin Coordinator & Customer Service Officer
JJ Express
03.2009 - 12.2012
- Managing orders for delivery orders
- Assist customers in resolving issues
- Administrative duties
- Liaising with customers via phone calls & emails.
- Improved team productivity with regular communication and progress updates, fostering a collaborative work environment.
- Gathered and organized materials to support operations.
- Used job-related software to draft and finalize written correspondence and documentation.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Utilized proactive communication abilities to resolve employment-related disputes.
Education
Nitec -
Assumption Vocational Institute
Singapore01.2002
Primary School Leaving Examination -
Woodlands Primary School
Singapore 01.1998
Skills
- Customer Engagement
- Customer Service
- Detail-oriented
- Effective Communication
- Social media knowledge
- Patience and Tolerance
- Content Management
Certification
- Genpact Consulting Private Limited, Communication Skills Assessment, 2020
- Genpact Consulting Private Limited, Customer Focus Assessment, 2020
- Genpact Consulting Private Limited, Customer Loyalty, 2020
- Genpact Consulting Private Limited, Ethics at Work, 2020
- Genpact Consulting Private Limited, General Data Protection Regulation (GDPR), 2020
- Genpact Consulting Private Limited, Genpact Information Security & Data Privacy Certification, 2020
- Genpact Consulting Private Limited, Lean Digital Aware, 2020
- Genpact Consulting Private Limited, Phishing Assessment, 2020
- Genpact Consulting Private Limited, Unconscious Bias, 2020
- Genpact Consulting Private Limited, Time Management, 2020
- Genpact Consulting Private Limited, Vishing – Spot the Threat, 2020
- Genpact Consulting Private Limited, Green Belt Trained & Tested, 2021
- Genpact Consulting Private Limited, Cyber Security, 2022
- Singapore Workforce Skills, Workplace Literacy / Numeracy, 2009
- NTUC Learning Hub, Certified Service Professional, 2009
Personal Information
- Available: Immediately
- Nationality: Singapore
Timeline
Content Moderator
TIK TOK PTE LTD
07.2023 - 05.2024
Admin Executive
ALL THAT JAZZ DANCE ACADEMY PTE LTD
02.2023 - 05.2023
Senior VIP Operations Specialist
STAR SHINE ENTERTAINMENT PRIVATE LIMITED
11.2022 - 01.2023
Content Moderator
GENPACT CONSULTING (SINGAPORE) PRIVATE LIMITED
03.2020 - 11.2022
Customer Service Officer (My Audi World)
ANTASIS PRIVATE LIMITED
05.2016 - 02.2020
Logistics Executive
ASIA FINE DIAMONDS PRIVATE LIMITED
10.2015 - 01.2016
Shipping Admin Officer
AL-BARRAK SINGAPORE INTERNATIONAL PRIVATE LIMITED
01.2013 - 06.2015
Admin Coordinator & Customer Service Officer
JJ Express
03.2009 - 12.2012
Nitec -
Assumption Vocational Institute
Primary School Leaving Examination -
Woodlands Primary School
- Genpact Consulting Private Limited, Communication Skills Assessment, 2020
- Genpact Consulting Private Limited, Customer Focus Assessment, 2020
- Genpact Consulting Private Limited, Customer Loyalty, 2020
- Genpact Consulting Private Limited, Ethics at Work, 2020
- Genpact Consulting Private Limited, General Data Protection Regulation (GDPR), 2020
- Genpact Consulting Private Limited, Genpact Information Security & Data Privacy Certification, 2020
- Genpact Consulting Private Limited, Lean Digital Aware, 2020
- Genpact Consulting Private Limited, Phishing Assessment, 2020
- Genpact Consulting Private Limited, Unconscious Bias, 2020
- Genpact Consulting Private Limited, Time Management, 2020
- Genpact Consulting Private Limited, Vishing – Spot the Threat, 2020
- Genpact Consulting Private Limited, Green Belt Trained & Tested, 2021
- Genpact Consulting Private Limited, Cyber Security, 2022
- Singapore Workforce Skills, Workplace Literacy / Numeracy, 2009
- NTUC Learning Hub, Certified Service Professional, 2009
Similar Profiles
Nur Jannah Binte SamsudinNur Jannah Binte Samsudin
Content Moderator at TIK TOK PTE LTDContent Moderator at TIK TOK PTE LTD
Agnieszka OstrowskaAgnieszka Ostrowska
Content Moderator/Shift Coordinator at Tik Tok - Trust and Safety OperationsContent Moderator/Shift Coordinator at Tik Tok - Trust and Safety Operations
Karina IaniukKarina Ianiuk
Content Creator at Own Blog (YouTube, Tik-Tok, Instagram)Content Creator at Own Blog (YouTube, Tik-Tok, Instagram)