Thi T.
Senior Content Moderation Team Leader
Open to offersNew to PlatformAbout
Thai Van P. brings over 14 years of professional experience spanning the tourism and digital services industries. She spent eight years as a Travel Consultant and Sales Assistant at TNK Travel Company and ICS Travel Group, specializing in tour consultation, custom tour design, travel cost analysis, and customer care. Transitioning to content moderation at TDCX Thailand, Thai Van P. built nearly six years of expertise and advanced to Team Lead, overseeing team performance, designing and distributing operational reports, and spearheading process improvements for social media and online community operations. Her management scope included team coaching, mentoring, quality control, and daily operations. She also managed hospitality operations as Homestay Owner at The Vic’s House Da Lat, coordinating hotel services, guest care, and staff oversight. Key strengths include team management, operational reporting, and process optimization within high-volume customer service environments.
Experience
Team Lead
TDCX Thailand · 2022 — 2025Oversee and coordinate daily operations of the team, focusing on meeting and surpassing KPIs to enhance client satisfaction and operational excellence. Create, assess, and share performance and service reports regularly, providing insights to the Operations Manager for ongoing improvement. Establish and refine work processes in line with company standards and departmental objectives. Mentor team members to help meet performance goals while adhering to organizational policies and quality benchmarks. Cultivate a collaborative team atmosphere through briefings, coaching sessions, and engagement initiatives. Identify operational inefficiencies, propose solutions, and apply best practices.Subject Matter Expert
TDCX Thailand · 2021 — 2022Facilitate team performance by collaborating with team members, providing mentorship, and leveraging specialized knowledge. Ensure effective communication of project-related updates from the client to the team. Assist team members in addressing job-related mistakes to improve overall team performance while maintaining high KPIs as set by management. Address concerns raised by team members during content moderation, offering clarification on policies to ensure understanding.Community Operation Specialist
TDCX Thailand · 2020 — 2021Evaluate reported content and provide support to social media platforms. Utilize knowledge of products and community standards to foster safe and diverse environments for users globally. Apply problem-solving abilities to consistently deliver value to clients while contributing positively to society.Travel Consultant
ICS Travel Group · 2019 — 2020Identify client needs and recommend appropriate travel packages. Organize complete travel arrangements, including flights, accommodations, and transportation. Provide essential information and relevant travel materials to travelers.Sale Assistant
TNK Travel Company · 2011 — 2019Ensure a positive experience for customers throughout their tours. Perform travel cost analysis and present pricing estimates to clients. Manage emergency situations and other challenges that may arise. Compile reports on travel events for submission to the tour operator. Offer information regarding additional tour packages available. Engage in regular training sessions organized by the tour operator. Complete errands and undertake miscellaneous tasks as assigned.Homestay Owner
The Vic’s House Da Lat · 2018 — 2018Manage staff and oversee planning, marketing, and administration of hotel services, including catering and accommodations. Address guest inquiries and special requests with professionalism. Ensure guests are comfortably settled in their rooms and make necessary adjustments as needed. Prepare and process billing and checkouts, including payment handling. Oversee the business center and coordinate with housekeeping and maintenance staff to provide quality services to guests. Resolve complaints and assist guests with various queries regarding services and information of the homestay.
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