Kassandra Hendrix

Working in the APAC industry for Whatsapp with daily fast pace developments in the Internet media social platform. 8 years of customer service related to such industries in aviation, hotels, music entertainment and teaching. I have gained a lot of experience throughout the years and still want to pick up new skills. After numerous exposure to different roles, I would want to be given a chance to take the leadership role to handle groups and peers to work as a team as everyone can accomplish company targets and revenues.

PAST EMPLOYMENT EXPERIENCES:

Content Creator/Moderator (Bahasa Indonesia/English) – 03/2020 to 06/2022

Genpact Consulting Singapore Pte Ltd - Singapore

Process requests received which relate to the workflows (Product, Application, Spam, Appeals) and assess them in accordance with the Policy Compliance guidelines and take action to apply the appropriate policy with high quality, speed, empathy and accuracy. Will review apps, 3rd party apps against platform guidelines, enforce policies on non-compliant apps, and evaluate appeals from developers. Investigate, review and resolve issues that are identified such as requests for App reviews, 3rd party App reviews, Pages Reviews, appeals, Acting on spam content and reports of potentially abusive content within agreed turnaround times and standards of quality. receiving and resolving user inquiries, communicating with our engineering teams, analyzing and providing the best solutions, maintaining the SOP, writing daily reports, following the escalation process, and delivering a top-quality user experience.

Day-to-day responsibilities may include, but are not limited to:

 

• Provides prompt and efficient service to client including appropriate escalation of any issues.
• Fulfil and maintain acceptable performance metrics such as quality, productivity, and attendance.
• Actively seek solutions through logical reasoning
• Demonstrates strong problem-solving capabilities and assist customers in case of any issues
• Serve as an advocate for the user community
• Label content and flag for action
• Understand and remain up to date with client policies and guidelines; resolve inquires according to defined policies and procedures.
• Provide Email/Chat, back office operations support and troubleshoot and resolve issues and to also provide 3rd party app support & testing

Bigo Application (Official Host) – 01/2018 to 08/2021 (Part-time)

Bigo official hosts are those streamers who work on bigo under a contract signed directly with Bigo Live or their recruitment agencies. Hosts have to make some monthly targets of receiving gifts. After completing their target, they receive a salary which is based on some set of targets. I signed up as an entertainer singer to entertain viewers. 

Guest Service Agent (Front Desk) - 01/2018 to 06/2018

Opera House Hotel (Royal & Sons Group) - Singapore

Responsible for greeting and welcoming guests, receiving and delivering all incoming and outgoing mail and packages, answering all calls and directing as needed, scheduling meetings, and coordinating office activities.

Executive Events Food & Beverage, 05/2015 to 12/2015

Parkroyal at Kitchener Road (Club 5)- Singapore, Singapore

A Food and Beverage Manager is a hospitality and tourism professional specialising in forecasting, planning and controlling the ordering of food and beverages for a hospitality property. He also manages the finances related to the whole process of purchasing food and drink for the hotel premises.

Singer/Band leader/Talent Manager, 06/2014 to 10/02/2018

The Pump Room Asia Singapore/LeNoir Singapore - Singapore, Singapore

Singer/Entertainer, 11/2013 to 03/2014

Insomnia Singapore PTE LTD - Singapore, Singapore

Singer/Entertainer, 07/2013 to 11/2013

Strumms Pte Ltd - Singapore, Singapore

Singer/Entertainer, 08/2012 to 06/2013

Insomnia Singapore PTE LTD - Singapore, Singapore

Played a variety of music with a broad stylistic range and improvisatorial flexibility.

Flight Attendant, 08/2011 to 10/2012

Jetstar International - Value Air - Singapore, Singapore Served as a member of the crew on numerous overseas flights.

Flight Attendant, 11/2010 to 07/2011

Tiger Airways Singapore - Singapore, Singapore

Instructed passengers on all safety and emergency procedures and answered any questions. Updated the flight attendant manual and briefed fellow staff on changes. Successfully Completed 'Customer Service Professional under WDA 2010 to further develop professional skills.

Executive Assistant Producer, 07/2009 to 10/2010

That's Innovative PTE LTD - Singapore, Singapore

Drafted and distributed weekly production schedule to upper management and production staff.

EDUCATION

High School: GCE N Level, 2007

CHIJ Katong Convent – Singapore

Harvard University (Online Course)

July (Upcoming) – Data analysis course