Naasreen Shah

I am a dependable and detail-oriented professional with over eight years of experience in data entry, customer service, and performance reporting, primarily within the call center and customer support sectors. My expertise includes maintaining accurate records, automating reporting workflows, and using tools such as Microsoft Excel, Google Sheets, and CRM platforms to streamline operations.

I began my career with a well-established automotive company, Tan Chong Motor Holdings Berhad, where I served as a Customer Service Officer for five years. My responsibilities included handling customer satisfaction surveys for more than 60 branches and entering over 1,000 responses monthly. I ensured clean and structured data for analysis and reporting. I also trained new hires and led a small team to maintain service quality and accuracy in our reports.

Following this, I joined Carsome Sdn. Bhd. as a Customer Service Executive and later worked with myTukar Sdn. Bhd. in a senior customer support role. In these fast-paced environments, I managed a high volume of customer interactions daily and was responsible for entering, updating, and tracking client records. At myTukar, I introduced a custom-built Google Sheets performance tracker, which improved monitoring of agent activity by 15 percent and helped supervisors manage daily targets more effectively.

My next role was as a Senior Data Analyst at SK Magic, where I transitioned into more data-focused tasks. I developed and automated reporting systems for call center departments such as inbound, outbound, and quality assurance. I utilized Excel formulas, pivot tables, and VLOOKUP to clean and process large datasets. These improvements led to faster reporting and supported more informed decision-making by the management team. I also played a role in implementing a CRM system to centralize agent and customer information.

Currently, I work with Cancer Research Malaysia as a Telefundraiser. While the role involves public engagement, I also maintain detailed records of donor interactions, track follow-up activity, and update internal databases to support campaign reporting and team performance tracking.

Key Skills:

• Accurate and organized data entry
• Excel and Google Sheets for reporting and automation
• CRM and call center platforms
• KPI dashboards and agent performance tracking

I am now seeking remote freelance opportunities where I can apply my data entry and reporting expertise to support accurate and efficient business operations.