Noor Shafeera Shahar
Petaling Jaya
Summary
Adept at strategic thinking and problem-solving, significantly enhanced team performance and user experience at Bytedance Precision, through expert guidance and effective training. Proficient in strong analytical skills and adaptability led to improved operational outcomes, showcasing the ability to mentor and collaborate effectively for continuous improvement.
Overview
6
6
years of professional experience
2
2
Languages
Work History
Subject Matter Expert
Bytedance Precision Sdn. Bhd.
09.2022 - 11.2024
- Mentored team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Content Moderator
Bytedance Precision Sdn Bhd
09.2020 - 09.2022
- Enhanced user experience by diligently monitoring and removing inappropriate content from the platform.
- Maintained a high level of accuracy in KPI, in identifying and flagging prohibited materials, resulting in improved site quality.
Dispute Agent
Shopee Malaysia
07.2020 - 09.2020
- Responsible for maintaining a high level of professionalism with customers and BPOs
- Conduct telephone and/or email contact with customers for investigation purposes in a manner that is suitable for the situation and customers.
- Deliver verdict of the case to all stakeholders, and be able to negotiate and settle the case. Follow up if more clarification is needed on the case.
- Update case information in the case management system and other relevant systems during and after the case for future reference.
- Share lessons learned, and new situations arise from each case to the team to help build knowledge of the team.
- Uphold judging standard to comply with company policy.
- Work with the management team to stay updated on operational knowledge, current e-commerce situations, and be informed of any changes in company policy.
Customer Experience Specialist
Agoda Sdn Bhd
05.2019 - 05.2020
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Provided personalized service, anticipating customer needs and offering tailored solutions.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Communicated regularly with management to provide updates on overall team performance, customer feedback trends, and suggestions for ongoing improvements within the department.
- Participated in cross-functional teams to address complex problems, improving overall customer experience strategy.
- Buddy Sessions, within the team for knowledge sharing.
Education
Bachelor In Hospitality And Tourism Management - Hospitality And Tourism Management
Management And Science University
Shah Alam, Malaysia 04.2001 -
Skills
Training and mentoring
Strategic Thinking
Strong analytical skills
Problem-Solving
Teamwork and Collaboration
Adaptability and Flexibility
Timeline
Subject Matter Expert
Bytedance Precision Sdn. Bhd.
09.2022 - 11.2024
Content Moderator
Bytedance Precision Sdn Bhd
09.2020 - 09.2022
Dispute Agent
Shopee Malaysia
07.2020 - 09.2020
Customer Experience Specialist
Agoda Sdn Bhd
05.2019 - 05.2020
Bachelor In Hospitality And Tourism Management - Hospitality And Tourism Management
Management And Science University
04.2001 -
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