Quality Assurance Specialist, 08/2023 - present, Tiktok Service B.V., Amsterdam, The Netherlands

Language market: French

● Responsible for policy/guideline localization, cascading, clarification for labelling teams to ensure accurate
understanding of the policy/guideline;
● Support the training and go-live process of labelling team (i.e. policy/guideline explanation, test result correction and
Q&A);
● Quality inspection of labelled data on time and ensure the quality.
 

Selected Achievements:

Performance review was rated with an M+ (Exceed expectations) in 2 consecutives Performance Review cycles.

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Safety Labeling Quality Assurance (QA), 10/2022-08/2023, TikTok Technologies Ltd, Dublin, Ireland

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Language market: Dutch

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• Perform daily audit on internal system;

• Provide analysis of errors and feedback to respective team;

•  Work with training team to align policy understanding of QA and labelers;

• Provide support on Policy/Quality related questions on ad-hoc basis;

• Responsible in guiding new joiners in order to achieve ramp up target;

• Work closely with POC and other stakeholders in order to provide feedback on quality/SOP/policy/guideline;

•  Identify potential errors in policy and correct them in time;

• Conduct weekly calibration meetings with the labelling team in the appeal process: analyze diff cases, offer solution and suggestion for the current problem to help the team improve the accuracy rate and alignment;

 

Selected Achievements:

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• Through close collaboration with my team lead & project POC I was able to perform my daily & weekly tasks in a timely manner and ensure my market team reached & maintained the required quality standards. I improved quality by nearly 9 % above minimum quality expectation.

• When RCAs are needed I make sure to flag these issues in a timely manner to my SME, TL and POC. I make sure the RCA’s answer the "5 Whys". If there are any updates I make sure the POC get these in a timely manner.

•  I come up with new ways to improve the quality of the moderators. I came up with an extensive list of slangs and expressions in the Dutch language that moderators use as a reference:

•  I took an active part in supporting our new joiners through chats & shadowing, thus strengthening our internal support network & increasing our ability to ramp up quickly & support our stakeholders.

• Improved mentorship skills by becoming a Buddy to a newcomer.

• My performance review was evaluated positively: Overall Performance M and Bytestyle M+

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Medical Information Associate, 10/2019 - 09/2022  Eli Lilly Ltd, Cork, Ireland

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​Language markets: Dutch/ Flemish/ French

 

• Expertly managed quality communication, customer support relations and product representation for healthcare professionals, patients and other stakeholders. Managed over 50 customer calls per day.

• Performed immediate troubleshooting and repairs, diagnosing system faults with accuracy.

• Fielded diverse customer questions, resolving issues effectively and efficiently to ensure positive outcomes.

 

Selected Achievements:

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• Developed a glossary for newcomers with no medical background to better understand the training material during induction.

• Helped implement a system to increase knowledge transfer for newcomers and how to award employees when they reach their targets and KPIs.

 

 

Sales Operator, 07/2019 - 09/2019, Novum Bank Group, Gzira, Malta

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Language market : German

• Explain, sell and execute banking securities products & liaised between clients and support team to quickly resolve issues.

• Monitored customers for signs of security concerns and escalated issues to management.

   

Selected achievements:

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• Increased quoted prices, credit terms and other bid specifications by 10 %.

 

Content Moderator, 04/2019 - 06/2019, Besedo, Msida, Malta

 

Language market : Dutch

• Investigate and resolve issues regarding content that is reported for account support and/or safety; flag for action, and resolve within agreed-upon turnaround times and standards of quality.

• Understand and remain up-to-date with client policies and guidelines; resolve inquires according to defined policies and procedure.

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English Teacher, 01/2016 - 04/2019 Kyoai Gakuen, Maebashi, Japan

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• Utilized outstanding time management and strategic planning to ensure teaching and marking deadlines were met.

• Optimized student engagement with literary and non-literary concepts through innovative teaching methods.

   

Selected Achievements:

 

• Grew school's declining junior high school enrolment by 2% by creating mock classes during community events that allowed parents and students to better understand school curriculum and class structure.

• Improved student performance by 80 % at debate, speech, city, and prefectural contests by developing strategies to retain exceptional students and improving their skills.

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Communication Specialist, 03/2011 - 09/2015,
African Young Professional Network (AYP),The Hague, The Netherlands

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Language market : Dutch

• Managed social media accounts by composing content, engaging with followers in comments, monitoring activities, and researching trends.

• Wrote and distributed content to promote network's brand and activities by developing original content for blog posts and website articles.

• Acted as liaison between network, public, and media to ensure that brand remained top of mind by writing and distributing press releases for network.

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Selected Achievements:

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• Recognized by AYP Board for consistently winning strong membership satisfaction by 30 % by meeting targeted membership's needs and proactively seeking ways to improve membership's engagement and loyalty.

• Cultivated network of numerous media and communications professionals to maintain strong partnerships, secure positive coverage and facilitate quick dissemination of information.

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Subtitle Editor, 06/2014 - 02/2015, Fashion One TV - Cebu, Cebu, The Philippines

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Language market: Flemish

• Converted on air journalistic dialogue into subtitled (English/Flemish) using teleprompter and script writing software.

 

Selected Achievements:

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• Gained domestic and international brand exposure by increasing Flemish and Dutch market saturation by 5%.

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Customer Support Associate, 03/2013 - 06/2014 Microline B.V, Amersfoort, The Netherlands

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Language Market : French

• Improved company engagement with French speaking clients by translating materials into easy-to-understand information, building long-lasting relationships, and ensuring client needs were met.

• Translated French business documents including medical, legal, research, technical, scientific, educational, and commercial materials.

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Selected Achievements:

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• Expedited resolution of customer problems and complaints to maximize satisfaction by 50%.

 

Journalist, 04/2012 - 06/2013, Radio Netherlands Worldwide, NABC, Intent B.V. , Hilversum, The Hague, The Netherlands

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Language market : Dutch, French, English

• Gathered, corroborated, interpreted data and gathered first-hand information to interview key witnesses and sources to obtain more information to construct well-written articles with these findings

•  Established contacts and sources for use in future research.

 

Selected Achievements:

 

• Created compelling over 50 pieces and news stories for online publication, coordinating images and layout to ensure proper presentation.

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• Production Manager, Reed Elsevier – Amsterdam, Netherlands

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• Organizer – Mentorship Program, African Young Professional Network – Hague, Netherlands

• Interpreter (Dutch/French), Remco Afrique – Kinshasa, DR Congo

• Translator for Japanese Immigrations Services Lingala - English, Online Freelance