Shahirah Shahrin

Knowledgeable and dedicated customer service professional with extensive experience in the Science industry. Solid team player with an outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed, and process optimization. Articulate, energetic, and results-oriented with an exemplary passion for developing relationships, cultivating partnerships, and growing businesses. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

In my role, I addressed customer complaints and mitigated dissatisfaction by providing timely and effective solutions. I assisted a high volume of customers daily with a positive attitude, focusing on customer satisfaction. By resolving concerns with products and services, I helped with retention and drove sales. I delivered competent customer service and prompt problem-solving, developed and implemented customer service policies and procedures, and navigated multiple computer systems to find information. I followed up with customers about resolved issues to maintain high standards of service and stayed updated on product and service changes. I prioritized customer needs with prompt service, responded proactively to rapid changes, and quickly investigated and resolved customer inquiries and complaints.

Additionally, I prepared monthly Chat ASA team reports to aid leaders in monitoring performance metrics and reviewing chats above target pick-up time. I played a pivotal role in onboarding new colleagues through buddy sessions and case shadowing, ensuring seamless knowledge transfer and integration. I actively contributed to establishing a Daily Open Cases Report ROTA for the Web of Science APAC team, enhancing our team’s efficiency through structured communication and accountability practices. Furthermore, I engaged in various CSR initiatives, including Zooniverse in Q1 and the Blood Donating Program, significantly contributing to our goal of achieving 2500 volunteering hours for the Penang COE site.

I hold a Bachelor of Science in Conservation Biology from Universiti Malaysia Sabah. My studies provided me with a strong foundation in biological sciences, with a focus on conservation principles and practices. During my time at university, I engaged in various projects and research related to environmental conservation, which honed my analytical and problem-solving skills. This background has equipped me with a keen understanding of scientific methods and a commitment to sustainability, which I believe will be valuable in any role I pursue.