Shaila Aladin Abdullah
Setapak, Kuala Lumpur
Summary
Almost 10 years of professional experience, 3 years in BPO industry, 4 years with Bytedance as Content Safety - Data Service, and almost 3 years in hospitality, travel, and education industry.
Committed and professional Service Advisor with proven ability to effectively manage customer inquiries, provide accurate advice and ensure customer satisfaction. Excellent communication and problem-solving skills for providing customers with best possible service.
Overview
2025
2025
years of professional experience
7
7
years of post-secondary education
2
2
Languages
Work History
Content Safety-Data Service
Bytedance Precision Sdn Bhd
08.2020 - 11.2024
- Conduct thorough reviews of content on short-video platforms, ensuring compliance with local policies, regulations, and cultural norms.
- Interpret and apply complex policies and guidelines to content, ensuring adherence to platform standards.
- Stay updated on evolving review policies and guidelines to accurately assess and label content.
- Demonstrate exceptional attention to detail in all aspects of content review and labeling.
- Maintained a 100% error review completion rate, ensuring all processes and procedures were thoroughly examined and validated.
- Achieved a perfect score on quizzes and assessments, consistently scoring no less than 90%, demonstrating a high level of proficiency and knowledge in relevant areas.
- Managed a consistently high occupancy rate, maintaining a range of 97%-98%, reflecting strong organizational and operational efficiency.
Customer Experience Specialist
Agoda
1 2020 - 06.2020
- Provided excellent customer service and managed the needs of customers (guests and partners) through our communication channels (phone, email, and live chat)
- Professionally handled high volume of inquiries from clients and customers
- Accountable for meeting individual (KPIs) and team goals
- Understand and deliver business strategies and improve customer services through the execution of self-service
- Continuously identify work process improvements
- Perform office-based administrative duties whenever required
- Taking ownership of issues and concerns of customers, including operational issues, pricing / invoice queries, etc.
Customer Care Professional- US Market
American Express Sdn Bhd
10.2019 - 12.2019
- Delivered extraordinary customer care by responding to questions concerning customer accounts in a fast paced, structured customer care environment
- Talked and reacted personally to whatever the circumstances and assist customers to understand potential issues
- Listened to the real need, find what to give the customer needs and created powerful solutions to get the job done the first time
- Grew and nurtured customer relationships on every interaction that results in measurable customer value
- Delivered extraordinary results measured by customer satisfaction, effectiveness, efficiency and quality
- Takes pride in delivering great service in a fun environment that celebrates recognition, as well as a vibrant, fast paced and diverse culture.
Customer Experience Professional
Concentrix CVG Malaysia Sdn Bhd
06.2017 - 09.2019
- Adhered to all policies, escalation processes and operation processes from Concentrix and Client
- Provided 1 on 1 Coaching to Tier 1 agents that does not adhere to the process
- Calibrated with the Tier 1 agent if there are any new process that needs to be implemented by the client
- Performed Transaction Monitoring to check the agents knowledge and ensure the quality of the service provided
- Responded to all escalated cases
- This might be in the form of extensive technical support or warranty claims process escalations or even regional processes escalations
- Contact type might be in the form of either email or phone
- Reading log files where applicable; to find fault in the attempt to provide resolution for technical issues.
Manager in Training
Naughty Nuri’s
07.2016 - 05.2017
- Planning the operation and function of the area over in a way that accomplishes the goals
- Organizing the production of the work, and the workforce, training, and resources necessary, in a way that accomplishes the desired and required outcomes to meet the goals
- Providing the employees and their resources with enough guidance, direction, leadership, and support necessary to ensure accomplishment of goal.
Online English Teacher
Engoo by Bibo Global Opportunity
05.2015 - 07.2016
- Taught English to a variety of people, mostly Japanese, Korean, Taiwanese, and Chinese students
- Enhanced students' language skills ny focusing on reading, writing, speaking, and listening acitivities
- Can do company lesson materials, free conversation, or students' own material
- Utilized multimedia resources to enhance lessons and reinforce key concepts for better retention of knowledge
Call Center Agent/ Representative (AT&T Collections)
Teleperformance Davao
04.2014 - 04.2015
- Took inbound calls with regards to wireless phone and billing issues
- Explained data plans and phone concerns
- Resolved customer wireless issues over the phone in a timely manner
- Provide sufficient help for problems that cannot be resolved over the phone
- Did both Customer Service and Collections tasks.
Education
Bachelor of Science - Entrepreneurship
Ateneo De Davao University
11.2011 - 04.2015
High School Diploma -
Holy Child School of Davao
06.2006 - 03.2010
Skills
- Problem-solving abilities
- Conflict Resolution
- Building rapport
- Mentoring and training
- Subject matter expertise
- Call center experience
- Customer satisfaction measurement
- Complaint resolution
- Customer consulting
- Multitasking
- Product and service solutions
- Customer service excellence
- Time management abilities
- Problem-solving skills
Accomplishments
- 1st Quarter Best Agent Award, Concentrix, 01/2018, 03/2018
- 4th Quarter Client’s Choice Award, Concentrix, 10/2018, 12/2018
- 1st Quarter Client’s Choice Award, Concentrix, 01/2019, 03/2019
- Team’s Top KPI agent, Agoda, 02/2020
Timeline
Content Safety-Data Service
Bytedance Precision Sdn Bhd
08.2020 - 11.2024
Customer Care Professional- US Market
American Express Sdn Bhd
10.2019 - 12.2019
Customer Experience Professional
Concentrix CVG Malaysia Sdn Bhd
06.2017 - 09.2019
Manager in Training
Naughty Nuri’s
07.2016 - 05.2017
Online English Teacher
Engoo by Bibo Global Opportunity
05.2015 - 07.2016
Call Center Agent/ Representative (AT&T Collections)
Teleperformance Davao
04.2014 - 04.2015
Bachelor of Science - Entrepreneurship
Ateneo De Davao University
11.2011 - 04.2015
High School Diploma -
Holy Child School of Davao
06.2006 - 03.2010
Customer Experience Specialist
Agoda
1 2020 - 06.2020
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