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Work Background
AstroSenior Associate, Content Operations (OTT - sooka)
May. 2021Federal Territory of Kuala Lumpur, MalaysiaMain role: Ensuring seamless end-to-end content operations for sooka. Details:
*Enhance Product Operations & Create Workflows for Increased Awareness:
1) Collaborate with content PIC, channel planners and VOD Ops to plan and prioritize monthly key titles.
2) Ensure asset presentation are surfaced up to standard (ribbon, poster, metadata, trailers), verifying assets are displayed correctly under the correct tier (VIP/FREE) for both Live Events and VOD. 3) Review and track all incoming content drop for errors/issues prior to processing. *Elevate User Engagement through Enhanced Content Discovery and UI/UX:
1) Drive content discovery through surfacing promotional content/trailers.
2) Ensure timely processing and availability of content on the sooka platform, including the operationalization of mini-series publishing.
3) Collaborate with stakeholders for all live events to ensure clean configuration and smooth asset playability on sooka. 4) Spearhead the entire operational planning for bulk publish requests 5) Participate in the design and implementation of new functional enhancement or development of systems to enhance operation process to meet business needs and stakeholder requirements. *Collaborate with Tech and Ops to ensure platform and streaming stability:
1) Manage customer complaints timely, assess user's feedback/frustrations and approve compensation requests as justified by CCC and OTS.
2) Manage feedback from socials/tickets on content issues, escalation to PIC for the fix and updates stakeholders timely.
2) Coupon creator to support marketing campaigns, business partnerships and incident recovery.
The Walt Disney CompanyMedia Servicing Executive
Aug. 2020 - May. 2021Singapore-Working remotely from Malaysia to support the launch of Disney+ in Malaysia
-Support the team for content readiness - verifying status of materials (media/subtitles/metadata) to meet the requirements before extending the content to Malaysia
iflixPublishing & Licensing Supervisor
Oct. 2018 - Apr. 2020Kuala Lumpur, Malaysia-Managed a team of publishers and licensors to record contract information in Vimond and publish content on iflix platforms. -Became the subject matter expert when it comes to Vimond to understand the functions in licensing and publishing, and understanding expectations from other departments to finalize/improvise workflows for our team. Worked closely with Tech PIC upon errors/discrepancies detected in progress. -Became the middle man across all departments to receive positive and negative feedback, represent the team for any cross-departmental discussions especially for high-profile, highly-sponsored content such as Football Malaysia. -Work closely with Global Director/Head of Content Operations to understand challenges and improvising workflows as we progress. Learnt about importance of KPI and have created monthly reports to reflect the team's overall performance. -Delegate tasks to the team to handle licensing/publishing tasks, ad-hoc and troubleshooting tasks to support the platform. Ensure the team reaches individual and team KPI by the end of the month. Provide feedback to the team to improvise their skills and knowledge using Vimond and associating what they learn in Vimond to help them visualize how it will look on the platform. -Acts as the first-level problem solver related to failed-published content before further escalation with the Tech team.
iflixPublishing Coordinator
Sep. 2018 - Oct. 2018Kuala Lumpur, Malaysia
iflixLocalization Project Coordinator (LPM) Coordinator
Oct. 2017 - Aug. 2018Kuala Lumpur, MalaysiaLPM or Localization Project Management works as the middle-man between localization and all departments across iflix, locally and globally. We are the heads to make sure all subtitle/dubbing projects are delivered timely and we take pride in ensuring quality for the best experience with iflix. -Pioneer coordinators of LPM team to manage subtitle/dubbing orders globally and ensure the subtitles/dubs are published correctly on iflix platforms. -Act as the PIC and middle man for all subtitle requests/feedbacks/queries and delegate to the experts globally to perform with the necessary fixes. -Work together with localization offices across Asia to manage their schedules, help them chase material deliveries to help them deliver subtitles/dubbing timely. -Work together across departments ie Content Operations, Rights and Asset Management (RAM), Tech etc to ensure that the videos and subtitles are published correctly on iflix platforms. -Work together with Content Curators to establish a priority list for localization team to complete on a monthly basis. -Work together with higher management within and across departments to set expectations for subtitle deliveries and publishing ETAs. -Manage the overall schedule and production specifically for Korean to English subtitles. -Mastered the art of MSS (Media Scheduling System) to display the tasks, help negotiate and set deadlines for the localization offices to complete on a monthly basis. -One of the presenters for the New Employment Onboarding (NEO) program - to share on what we do in the localization team
iflixGlobal Subtitle Coordinator
Jun. 2017 - Oct. 2017Kuala Lumpur, Malaysia1- Manage subtitle orders received and delivery of subtitles for Korean to English and Japanese to English requests from Content Acquisitions and Content Curators in iflix. 2- Work together with 11 subtitle freelancers and 2-3 vendors, along with 2 in-house KO-EN editors to ensurely timely delivery in subtitle production. 3- Assist with delegation/overseeing subtitle production for Hindi to English and Tamil to English. 4- Accept complaints and feedbacks from Customer Service or from other departments within iflix, related to subtitles for Korean/Japanese/Hindi/Tamil and delegate to our experts to perform the necessary fixes. 5- Ensure freelancers/vendors and in-house's KPI is met and delegate the necessary tools for consistent quality.
AgodaCustomer Service Representative/Traffic Controller
Apr. 2016 - Nov. 2016Kuala Lumpur, Malaysia
UOB Centre Of Excellence, Intermark TowerSenior Customer Service Officer
Aug. 2013 - Oct. 2015Kuala Lumpur, Malaysia
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