Nor Nabilah Mohd Fadzil

I’m a User Support & Customer Experience Specialist with 5+ years supporting high-volume, international SaaS and EdTech products. I focus on troubleshooting and issue resolution that improves customer outcomes and resolution efficiency, with a consistently user-centric, data-driven mindset.

In my most recent role, I managed 50+ simultaneous chat interactions across international markets using Intercom, maintaining CSAT above 95% while reducing first-response time. I also applied root cause analysis to diagnose recurring issues and translate technical insights into faster fixes across multiple product cycles.

I strengthen teams and processes through structured onboarding and knowledge improvement. I helped implement an onboarding process that reduced new-hire ramp-up time, created and refined help articles by synthesizing user feedback, and optimized cross-team communication to reduce QA triage waiting time by up to 50% across time zones.

Earlier, I delivered reliable chat-based support and quality assurance during high-growth periods, ensuring no unresolved user queries were missed. I also led accessibility testing to support product compliance, usability, and quality ahead of major releases—always aiming to make the user experience more seamless and measurable.