Summary
Overview
Work History
Education
Skills
Timeline
Generic

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

  • Technology Proficiency: Proficient in using Microsoft Office applications, email systems, and office equipment
  • Customer Service Excellence: Committed to providing exceptional service and support to visitors and callers, ensuring a positive experience
  • Attention to Detail: Keen attention to detail in managing records, processing paperwork, and fulfilling orders accurately
  • Multitasking Abilities: Proficient in handling multiple tasks simultaneously and prioritizing effectively in a fast-paced environment
  • Teamwork and Collaboration: Skilled in working collaboratively with cross-functional teams to achieve common goals and objectives
  • Adaptability: Flexible and adaptable in responding to changing priorities and unforeseen circumstances
  • Technology Proficiency: Proficient in using Microsoft Office applications, email systems, and office equipment

    • 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 -
    FAYZA HENTOURCommunity Content Specialist