• Led the Seller Domain BPO performance by ensuring consistent alignment to SOP and PBR standards, resulting in 97% accuracy, above the 95% benchmark.
• Facilitated bi-weekly meetings with regional BPOs (MY/SG) to address grey cases, resolve content moderation discrepancies, and improve procedural clarity.
• Analyzed high-risk content leakage trends under the WLR project and collaborated with Governance & OPM Teams to implement SOP improvements, hitting 98% accuracy.
• Reviewed and verified seller KYC documentation across multiple regions (ID, MY, CN, US, UK), identifying fraudulent or non-compliant profiles during onboarding.
• Managed end-to-end MOC ticket escalations, coordinating with moderation teams and account managers, ensuring SLA adherence and CSAT targets across MY, SG, VN.

• Handled customer support operations across Buyer, Creator, and Seller segments, resolving issues from payment disputes to product listing violations in a high-volume environment.
• Developed and implemented SOP email response templates, reducing handling time for Seller inquiries and ensuring consistent resolution across the support team.
• Introduced a bulk handling solution for Seller Shipping Charge refund requests, significantly improving SLA timelines and team workload efficiency.
• Maintained a weekly quality control (QC) score above 95%, showcasing reliability in resolving queries with accuracy and professionalism.
• Liaised directly with internal operations and cross-functional teams, including arbitration, logistics, and campaign managers to drive case closure and customer satisfaction.

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