• Leading the team as one unit on all processes and procedures• Provide active leadership for incident response and crisis situations. Identified mistakes and created special user guide that improved the data quality to 98% accuracy.• Provides regular training to the team that helped to achieve high quality results in 98% data quality and improved customer experience to achieve 95% customer satisfactions.• Ensure development of subordinates by providing coaching and mentoring. • Liaise closely with higher management and communicate with the team for updates and directions of the team goals and objectives• Review existing work practices and implement necessary improvements. • Set the task priorities to ensure the important task is executed effectively. Improved the SLA of each tasks to 100% completion by ensuring the team adhere to all the priorities that has been set.• Correspond with customers and internal colleagues on product/support assistance requests. Improved customer satisfaction by provided accurate and timely responses. • Foster a positive work environment. Created a culture of trust and openness that managed the team concerns and it has reduced the workforce turnover rate.• Manage and respond to customer email escalations requests. • Manage the escalation site submission requests from the team• Investigate and review potentially phishing/scams/compromised websites• Basic malware research and keeping up to pace with the trending threats on the internet

Web Content Analyst – Team Lead• Recruit and built a small remote team from a single team member in the beginning. Responsible in qualifying/short listing candidates and for all new hire. Manage and mentor a team of web content analysts to provide professional services to customers.• Created trainings for new hires to get them ready into operations within 3 weeks’ time with satisfied performance results.• Delegate and ensuring tasks/assignments are completed within given deadline. Identified strength of the team members and delegated special assignments based on their personal strength and skills that improved turnaround completion time significantly as well as the productivity rate over the whole process and operation for the special assignment.• Provides report on the team progress• Provides weekly metric to highlight the team performances. Conducted 1:1 meeting to discuss on the team performance and issues encountered at work. Tracked accomplishments and giving feedbacks to acknowledge good performances. Ensured each team member has the necessary resources to perform their job to the best of their ability so that the team is well supported and setup for success. This has resulted the good team performance with lesser issues is maintained at a consistent level.• Conduct team meeting/training or individual employee meeting for business purposes• Review and categorize websites/contents to predetermined categories and adhere to strict SLAs.• Involving in special rating projects coming from and working with customers • Experience with web browsing using different browser such as IE, Firefox, Chrome, Opera, Safari. • Good understanding of web site or URL directory structures.• Good understanding regarding web secure gateway and content filtering network architecture.• Basic understanding of web technology (HTML/CSS/JavaScript, Web Services) and exposure to Content Management Systems• Experience with supporting customers in using IT applications