Sereen Prabhakaran

Dear Hiring Manager,

I am writing to express my interest in joining your organization. With over six years of experience in Trust & Safety, Content Moderation, Customer Service, and Operations Leadership, I have developed a strong track record of building high-performing teams, improving operational efficiency, and delivering measurable business results.

Throughout my career at ByteDance (TikTok), I progressed from Content Moderator to Subject Matter Expert before being promoted to Team Leader. In my current leadership role supporting TikTok Shop, I lead a team of customer service specialists across the Malaysia and Singapore markets, focusing on improving customer satisfaction, operational excellence, and employee development. By implementing structured coaching and performance management strategies, I successfully increased our team's CSAT score from 42% to 65% within four months while also improving productivity by 15%.

Prior to this, I led Trust & Safety moderation teams across multiple operational markets, managing teams of up to 37 direct reports while coordinating workforce planning involving more than 137 employees. My responsibilities included stakeholder management, quality assurance, workforce planning, risk assessment, performance coaching, and driving continuous improvement initiatives using Six Sigma methodologies. I consistently exceeded productivity, quality, and compliance targets while fostering a positive, high-performance culture.

What motivates me most is helping people succeed while improving business performance. I believe great leadership is built on trust, accountability, continuous learning, and creating an environment where individuals are empowered to perform at their best. My experience working with cross-functional stakeholders, analyzing operational data, leading change initiatives, and mentoring employees has equipped me to contribute effectively in fast-paced and dynamic organizations.

In addition to my operational experience, I hold a Six Sigma Yellow Belt certification, Certified Associate Coach (CAC) certification, Project Management training, Mental Health Leadership training, and various leadership development certifications. These have strengthened my ability to lead teams through change while maintaining employee engagement and operational excellence.

I am excited about the opportunity to bring my leadership experience, analytical mindset, and passion for developing high-performing teams to your organization. I would welcome the opportunity to discuss how my experience and skills can contribute to your continued success.

Thank you for your time and consideration. I look forward to the opportunity to speak with you.

Sincerely,

Sereen Prabhakaran

Team Leader – E-commerce at TikTok Shop (2025-11 – Present)

• Lead a team of 12-17 customer service specialists supporting buyers across Malaysia and Singapore markets.
• Monitor and improve KPIs including CSAT, SLA, Quality Score, Productivity, and Resolution Rate.
• Conduct coaching sessions, performance reviews, and development planning for team members.
• Manage stakeholder communications and escalations to ensure timely issue of resolution.
• Drive process improvement initiatives to enhance customer experience and operational efficiency.
• Analyze performance data and provide actionable insights to leadership teams.
• Ensure compliance with company policies, SOPs, and quality standards.
• Support workforce planning, scheduling, and resource allocation to meet business demands.

Team Leader – E-commerce at TikTok Shop (2025-11 – Present)

Key Achievements

• Improved CSAT from 42% to 65% ( within 4 months )
• Increased team productivity by 15%
• Managed a team of 12-17 agents across Malaysia and Singapore markets

Trust & Safety Content Moderation Team Leader at ByteDance (TikTok) (2023-12 – 2025-10)

• Lead and manage teams ranging from 10–37 content moderators across multiple operational markets.
• Coordinate workforce planning and scheduling for over 137 personnel to ensure operational efficiency.
• Improved team performance by more than 30% through coaching, performance management, and structured development plans.
• Collaborate with international stakeholders to drive quality improvement initiatives and operational excellence.
• Foster a high-performance culture through mentorship, continuous feedback, and employee engagement programs.
• Implement mental health and well-being initiatives to support team resilience and retention.
• Apply Six Sigma methodologies to identify operational risks and improve workflow efficiency.
• Consistently exceed productivity, quality, and compliance targets.

Trust & Safety Content Moderation Team Leader at ByteDance (TikTok) (2023-12 – 2025-10)

Key Achievements

• Increased team performance by 30%+
• Managed workforce operations across 137+ employees
• Led multi-market moderation operations
• Implemented employee well-being initiatives

Trust & Safety Subject Matter Expert (SME) at ByteDance (TikTok) (2022-04 – 2023-11)

• Maintained moderation accuracy exceeding 96% while ensuring compliance with platform policies.
• Served as a Subject Matter Expert and trainer for over 20 moderators.
• Supported Quality Assurance teams with policy interpretation and process improvements.
• Assisted leadership teams in implementing operational enhancements and policy updates.
• Partnered with global stakeholders to improve moderation quality and consistency.

Trust & Safety Subject Matter Expert (SME) at ByteDance (TikTok) (2022-04 – 2023-11)

Key Achievements

• 96%+ moderation accuracy
• Trained and mentored 20+ moderators
• Received multiple Spot Awards for outstanding performance

Trust & Safety Content Moderator at ByteDance (TikTok) (2020-06 – 2022-03)

• Reviewed and moderated user-generated content in accordance with platform policies.
• Maintained moderation accuracy above 97%.
• Reduced content review turnaround time by approximately 30%.
• Protected platform integrity by ensuring policy compliance and user safety.
• Contributed to quality improvement initiatives across moderation workflows.

Trust & Safety Content Moderator at ByteDance (TikTok) (2020-06 – 2022-03)

Key Achievements

• 97%+ moderation accuracy
• Reduced turnaround time by 30%

Customer Service Specialist at Agoda (2018-09 – 2020-05)

• Provided support for hotel booking inquiries via phone, email, and live chat.
• Managed over 40 customer interactions daily while maintaining high service standards.
• Achieved a 95% first-contact resolution rate.
• Resolved complex customer concerns and improved customer satisfaction and loyalty.
• Worked closely with internal teams to ensure seamless customer experiences.

Customer Service Specialist at Agoda (2018-09 – 2020-05)

Key Achievements

• 95% First Contact Resolution
• Managed 40+ daily customer interactions

Technical Customer Service Agent (Mandarin Speaker) at TelekomMalaysia (2018-01 – 2018-08)

• Provided technical support for internet and telecommunications services.
• Diagnosed and resolved technical issues through inbound customer support channels.
• Achieved a 95% first-contact resolution rate.
• Managed high volumes of customer interactions while maintaining service quality standards.

Technical Customer Service Agent (Mandarin Speaker) at TelekomMalaysia (2018-01 – 2018-08)

Key Achievements

• 95% First Contact Resolution
• High customer satisfaction performance

Secondary Education – SMK USJ 8