Hazirah Harun
Customer Service Team Lead
Kuala Lumpur
Summary
Dynamic customer service professional with over six years of experience leading a high-performing team at Shopee, specializing in exceptional live chat support. Expertise in driving key operational metrics, including service level, average handling time, and customer satisfaction scores, while effectively managing escalations and ensuring timely resolutions. A collaborative approach with senior leadership on workforce planning and attrition management has streamlined the support system to align operational strategies with organizational objectives. Committed to continuous improvement through coaching and training, fostering a culture of excellence that empowers the team to achieve KPIs and enhance the overall customer journey.
Overview
2
2
Languages
7
7
years of professional experience
Work History
Customer Service Team Lead, Sr. Associates
Shopee MY
06.2025 - Current
- Lead a team of support agents in delivering high-quality live chat and email support to Singapore markets.
- Conducted regular 1-on-1s, performance reviews, and team coaching to enhance service delivery and ensure KPI alignment.
- Monitored operational metrics including service level, average handling time, abandonment rate, and customer satisfaction score to identify improvement areas.
- Manage escalated cases and ensure timely service recovery and resolution.
- Generate daily/weekly reports for performance tracking and analysis.
- Created daily/weekly reports for performance tracking and actionable analysis.
- Plan and forecast headcount needs and resource costings.
- Participate in hiring processes and train new team members.
Senior Quality Assurance & Trainer, Sr. Associates
Shopee MY
01.2024 - 06.2025
- Monitored team chat performance to achieve targeted KPIs and enhance service quality.
- Conducted QA audits to assess chat handling and ensure compliance with quality standards.
- Analyzed performance trends and provided actionable feedback to improve CSAT and service delivery.
- Monitored team chat performance and ensured achievement of targeted KPIs.
- Managed agent shift schedules and workload allocation to optimize operational efficiency.
- Collaborated with internal teams to identify gaps, implement process improvements, and support overall service excellence.
Quality Analyst & Trainer, Associate
Shopee MY
06.2020 - 01.2024
- Revived a newly taken-over team in October 2023, improving CSAT from 60% to 85% within three months.
- Achieved and maintained CSAT above 85% through coaching, quality audits, and process improvements.
- Revived newly taken-over team, increasing CSAT from 60% to 85% within three months.
- Delivered onboarding and refresher training on QA standards and best practices for new agents.
- Provided data-driven feedback to improve service quality and boost agent performance.
Cross Border Seller Support (Contract)
Shopee MY
12.2019 - 06.2020
- Resolved operational issues for buyers daily, enhancing user experience.
- Implemented strategies to enhance seller performance on Shopee.
- Provided assistance to buyers by addressing their inquiries and concerns regarding products. on product details and help to escalate any issues arising.
Education
Bachelor of Science - Tourism Management
Universiti Teknologi MARA (UiTM) Puncak Alam
Selangor 04.2001 -
Diploma - Tourism Management
Universiti Teknologi MARA (UiTM) Bukit Mertajam
Permatang Pauh, Penang, Malaysia 04.2001 -
Skills
Service and Support
Client engagement
Issue resolution
Conflict Resolution
Data-driven decisions
Process improvement
Team management
People Management
Leadership
Effective communication
Strong Work Ethic
Training resources
ACHIEVEMENTS
Bronze Award (Professional Inventor/ Innovator (Social Science) Category) - International Invention, Innovation and Design
Timeline
Customer Service Team Lead, Sr. Associates
Shopee MY
06.2025 - Current
Senior Quality Assurance & Trainer, Sr. Associates
Shopee MY
01.2024 - 06.2025
Quality Analyst & Trainer, Associate
Shopee MY
06.2020 - 01.2024
Cross Border Seller Support (Contract)
Shopee MY
12.2019 - 06.2020
Bachelor of Science - Tourism Management
Universiti Teknologi MARA (UiTM) Puncak Alam
04.2001 -
Diploma - Tourism Management
Universiti Teknologi MARA (UiTM) Bukit Mertajam
04.2001 -