Mohamad Firdaus Mansor

My name is Mohamad Firdaus bin Mansor. I am currently working as a content moderator at Majorel Kuala Lumpur for one year with additional experience of customer service (Shopee Singapore clientele) at Brandt International, Kuala Lumpur during my previous job. I am a solutions-driven individual experienced working in ambiguous, fast-paced and client-facing social media platform environment demanding attention to detail and problem-solving and strong communication skills alongside operation team. As for now, I believe that I have hit the ceiling of my current role, therefore, I am thrilled to apply for a better position to challenge myself and take up more responsibilities while implementing my skills for the succession of this company. For a proven track record, I was promoted to be apart of logistics team agent in March 2022 before my resignation in July 2022 when I was working for Shopee Singapore clientele and I am the acting shift lead in my current team in Majorel.

Content Moderator | Majorel Sdn. Bhd., Kuala Lumpur, Malaysia July 2022 – Present 

Allocated to a well-known social media organization clientele as an interface to review content mainly in Negative Affect Eco Operation team. Alongside moderation, collaborate with operation team and acted as an acting shift lead during team manager's off-duty. 

 Accomplished satisfactory moderation accuracy from October 2022 until present while maintaining SLA, productivity and adherence 

 Maintained individual KPI scorecard with good AHT and Utilization Rate (UR) 

 Mastered content moderation and taking actions such as escalating, labelling etc. to protect users on social media platform in accordance to Negative Affect Labelling Guideline in a timely manner 

 Strengthen an amicable partnership with operation team including Team Manager, Quality Coach and Trainer to discuss on the proper labelling guideline for local and international trends that might have a negative impact on the users 

 Collaborated closely with the policy team to get informed about updates or changes to policy and guideline 

 Advised by Quality Coach to comprehend policies through one on one sessions and group coaching to discuss team's errors and set better alignment and guidelines. 

Customer Service Agent | Brandt International, Kuala Lumpur, Malaysia November 2021 – June 2022 Designated to one of the top e-commerce clients, Shopee Singapore as the first line support team. As a proven track record, promoted to join into Logistics Team in March 2022 and mainly assist both seller and buyers for logistics inquires. 

 Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfillment and support to the customer 

 Guided escalations related, manager callbacks and service recovery cases via emails and chats 

 Oversaw inquiries via social media platforms pertaining to orders, payments, shipping from both buyer and seller 

 Assisted Team Leader and higher management to monitor real time performance and initiate appropriate actions 

 Participated actively in coaching one to one and group session with team leader and quality assurance to tackle individual flags

Bachelor Degree of Medical Imaging (Hons.) | Universiti Teknologi MARA, Puncak Alam, Malaysia September 2016 – August 2020 

 Relevant Coursework: English for Critical Academic Reading (2016), English for Professional Interaction (2017), Psychology (2017), Research Analysis (2018), Entrepreneurship (2019), Administration and Management (2019) 

 Certification: Dean’s List Award (4th Semester), Dean’s List Award (7th Semester), Bronze Award (IICE Exhibition 2017)