Suthanniya Guna Sageran
Team Leader
Kuala Lumpur,Selangor
Summary
Dynamic Team Leader at Byte Precision Sdn. Bhd. with a proven track record in people management and process improvement. Expert in mentoring teams to exceed quality standards and achieve SLA targets. Adept at analyzing performance metrics to drive enhancements, ensuring a secure platform environment through meticulous content moderation.
Overview
7
7
years of professional experience
Work History
Team Leader
Byte Precision Sdn. Bhd
06.2024 - Current
- Team Leader in Content Moderation with experience overseeing daily team operations of 15- 20 headcounts.
- Ensuring adherence to quality standards, timelines, and process compliance.
- Provided mentorship, coaching, and on-the-job training to support team development and performance improvement.
- Conducted regular evaluations, tracked real-time performance, and ensured SLA and latency targets were consistently met.
- Managed headcount, shift scheduling, and leave tracking to maintain adequate staffing coverage.
- Prepared weekly and monthly business reports with root cause analysis and corrective action plans.
- Led offline calibrations with QA to address disputed cases and maintain consistent policy alignment.
- Collaborated with cross-functional teams, including WFM, CP, and BP, to support capacity planning, manage task volumes, and implement policy or process changes effectively.
Subject Matter Expert
Byte Precision Sdn. Bhd
09.2021 - 05.2024
- Supported daily operations by guiding 30 moderators on quality and policy-related matters, acting as the first point of contact for timely policy updates.
- Weekly collaboration with QA and coaching teams to align on quality standards and performance improvement plans.
- Assisted Team Leaders in floor operations during their absence, including task assignments, moderator mobilization, and floor management.
- Conducted regular floor walks to assess moderator policy understanding and quality adherence.
- Provided ongoing feedback to QA, TLs, and leadership to drive process improvements.
- Supported performance management efforts for moderators under PIP/POP and assisted with queue moderation when required.
Content Moderator
Byte Precision Sdn. Bhd
09.2020 - 08.2021
- Reviewed user- and system-flagged content to ensure compliance with community guidelines, local policies, regulations, and cultural context.
- Applied complex policies and guidelines to content review with accuracy and consistency.
- Coordinated with supervising departments to ensure timely resolution of policy violations.
- Assessed incident risk levels and evaluated safety implications to help maintain a secure and trustworthy platform environment.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
Customer Service Representative
TDCX (MY) Sdn Bhd - Samsung Malaysia
05.2020 - 07.2020
- Handled 40-50 inbound and outbound calls for Samsung Malaysia consumers, specializing in home appliance support.
- Provided accurate troubleshooting for products such as washers, refrigerators, vacuum cleaners, and air conditioners through various methods including video calls, remote management, and smart control.
- Ensured troubleshooting steps aligned with the issues reported and documented all actions in the system for future reference.
- Assigned technicians when necessary, including complete product details and troubleshooting history to ensure efficient resolution.
Customer Service Representative
TDCX (MY) Sdn Bhd - Singapore Airlines
01.2019 - 04.2020
- Handled 40-50 inbound and outbound calls for Singapore Airlines KrisFlyer members globally, providing support on mileage accrual, booking amendments, rerouting, rebooking, and redemption bookings across Star Alliance flights.
- Managed urgent, last-minute flight bookings for passengers affected by transit delays or schedule changes.
- Maintained and updated member account profiles, and advised customers on current promotions and aircraft models to enhance their travel experience.
Education
Bachelor in Chemical Process Engineering - Engineering
Universiti Teknologi Malaysia
Kuala Lumpur 04.2001 -
Skills
People management
Problem-solving
Attention to detail
Process improvement
Mentoring
Effective communication
Timeline
Team Leader
Byte Precision Sdn. Bhd
06.2024 - Current
Subject Matter Expert
Byte Precision Sdn. Bhd
09.2021 - 05.2024
Content Moderator
Byte Precision Sdn. Bhd
09.2020 - 08.2021
Customer Service Representative
TDCX (MY) Sdn Bhd - Samsung Malaysia
05.2020 - 07.2020
Customer Service Representative
TDCX (MY) Sdn Bhd - Singapore Airlines
01.2019 - 04.2020
Bachelor in Chemical Process Engineering - Engineering
Universiti Teknologi Malaysia
04.2001 -
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