FAYZA HENTOUR
Community Content Specialist
Casablanca
Summary
Experienced Community Content Specialist at Bytedance. Led content moderation efforts, promoted inclusivity, and collaborated cross-functionally. Proficient team mentoring, and delivering exceptional customer service.
Overview
7
7
years of professional experience
3
3
Languages
Work History
Community Content Specialist
Bytedance
09.2019 - Current
- Spearheaded the development and execution of the BMQA (Content Quality Assurance) project, leveraging advanced data analysis techniques to identify trends and patterns in team errors.
- Implemented innovative strategies to moderate diverse content videos, maintaining adherence to corporate guidelines and standards while promoting inclusivity and diversity.
- Collaborated closely with cross-functional teams to develop actionable insights and recommendations based on Root Cause Analysis (RCA), driving continuous improvement in content quality and user experience.
- Mentored and coached team members to enhance their performance and professional development, fostering a culture of collaboration, growth, and accountability.
- Proactively monitored and addressed emerging trends and issues, swiftly escalating any potential risks or threats to content integrity and user safety.
- Managing the staff rota by often coordinating the shifts and making sure that the KPI meets the requirements.
Ecommerce Assistant
Greenbridge
05.2019 - 08.2019
- Managed email communications.
- Played a key role in updating and maintaining stock and inventory across multiple online platforms, ensuring accuracy and consistency in product listings and availability.
- Actively responded to customer inquiries and feedback, providing a timely support to address concerns and enhance the overall shopping experience.
- Assisted in overseeing order fulfillment for three online stores, ensuring timely processing and delivery of customer orders.
Call Center Agent
Ora call
09.2017 - 12.2017
- Provided accurate and empathetic assistance to customers, addressing inquiries and resolving complaints promptly and professionally.
- Leveraged active listening skills to understand customer needs and concerns, ensuring personalized and effective solutions.
- Demonstrated product knowledge and expertise, offering comprehensive information on medical products and services to enhance customer satisfaction.
- Utilized problem-solving skills to navigate challenging situations and diffuse escalated issues, maintaining positive and supportive interaction environment.
Education
Bachelor of Arts - Applied Languages
ENS Rabat
Rabat, Morocco 05.2001 -
Bachelor of Arts - English Studies
Ibn Tofail University
Kenitra, Morocco 05.2001 -
Skills
Timeline
Community Content Specialist
Bytedance
09.2019 - Current
Ecommerce Assistant
Greenbridge
05.2019 - 08.2019
Call Center Agent
Ora call
09.2017 - 12.2017
Bachelor of Arts - Applied Languages
ENS Rabat
05.2001 -
Bachelor of Arts - English Studies
Ibn Tofail University
05.2001 -
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