Ho Chi Minh City, Vietnam
I am a positive, confident, and responsible individual who thrives in challenging situations. I always strive for improvement and consistently go above and beyond, delivering exceptional results. My strengths lie in having led cross-functional teams of 40+ to achieve peak operational performance through data-driven training interventions and policy-change management. Proven track record in scaling global workflows, reducing knowledge gaps via Product Knowledge Tests, and optimizing ROI through root-cause analysis and proactive coaching.
•Leading a team to review safety content on platforms, select the most suitable labels for the content according to the policies in order to optimize the models. •Lead, manage, recruit & developed a team of Content Moderators, helping them to achieve their full potential and maintain high standards & quality of work. •Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly. •Ensured that all services were delivered within the framework of Accenture/Meta core values and inline with existing policies & procedures. •Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment. •Conduct and present detailed metrics & business reports to the client & management which includes WBRs/MBRs. •Performance management, Career counselling, Mentoring, coaching, performance development & 1 to 1s. •Also leading the wellness programme in the projects to ensure the teams are supported through the WeCare programme. •Facilitating weekly team meetings, team huddles and monthly 1 to 1s with the agents to address performance & work on developments. •Leading team to achieve results with highest possible standard of quality & delivery. •Applying form & root cause analysis constantly to solve problems & improve any flagged performance across the team. •Working closely with internal stakeholders to identify & implement best practice
- Responsible for MI (monetization integrity) related work by following the right internal policy to assess advertiser's content in TikTok Ads. - Provide support to other risk specialists on questions regarding the new advertising policy in TikTok ads. - Work with the policy team, quality analysts, and trainers for any policy updates within TikTok ads. - Assist Risk Investigation Management with Risk Trend Analysis on TikTok ads. - Other Ad-hoc Tasks and projects from cross- function teams. - Training new joiner - Acting as Junior Team Lead to manage a team and help senior Team Lead on day by day tasks
-Perform daily audit on internal system -Provide analysis of errors and feedback to respective team -Provide support on Policy/Quality related questions on ad-hoc basis -Responsible in guiding new joiners in order to achieve ramp up target -Identify potential errors in policy and correct them in time -Develop and maintain good working relationship with internal employees - Conduct Quality meeting with the team to analyze errors.
-Understand client policies and guidelines -Make decisions according to the defined policies and procedures -Identify improvement opportunities in work flow and suggest solutions -Interface effectively with other internal and Client teams