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
Kuala Lumpur
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
Kuala Lumpur
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
Kuala Lumpur
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
Kuala Lumpur
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
Kuala Lumpur
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 -