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Sheryl Vania

@sherylvania

Virtual Assistant at Shell who automated HR reporting, eliminating 170+ manual reports and saving 195 work hours annually.

Malaysia

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At Shell Business Service Centre, I automated HR reporting workflows across Workday and Power BI, eliminating 170+ manual reports and saving 195 work hours annually. I also managed reporting and data governance for sensitive global HR records.

I revamped the SharePoint architecture, auditing 396 assets and archiving 63 redundant files, and authored 100+ standard operating procedures. I supported global stakeholders through Salesforce ticket queues and facilitated virtual onboarding and training.

As a Customer Success Specialist at Shell Business Service Centre, I co-led the digital migration of 350K+ membership profiles into app-based accounts, helping raise CSAT from 78% to 91%. My Continuous Improvement projects delivered $520K in L1 savings and $122K in L2 savings.

At Conrad Hilton Dubai, I handled daily requests from Hilton Honors Diamond and Gold members and assisted with training, SOP design, and quality checks. I’m a certified virtual assistant with experience across oil and gas and hospitality, and received the 2026 NAWA Poland International Summer School scholarship.

Experience

Work history, roles, and key accomplishments

HR Reporting Ops Analyst

Shell Business Service Centre

Jun 2023 - Sep 2026 (3 years 3 months)

Managed end-to-end data governance and reporting for sensitive global HR records, resolving data quality anomalies across disparate SaaS platforms while maintaining 100% data privacy compliance. Automated no-code/low-code reporting workflows across Workday and Power BI, eliminating 170+ manual reports and saving 195 manual work hours annually.

Data Governance Workday Power BI SharePoint Salesforce SOP Development virtual training Remote Engagement Data Privacy Automation

Customer Success Specialist

Shell Business Service Centre

Aug 2018 - May 2023 (4 years 9 months)

Managed high-volume omnichannel support and ticket queues across digital channels using cloud-based case management platforms, delivering rapid resolution and seamless asynchronous communication. Spearheaded cross-functional Continuous Improvement projects, delivering $520K in L1 cost savings and $122K in L2 cost savings, and elevated CSAT scores from 78% to 91%.

Customer Support Omnichannel Salesforce Continuous Improvement Process Automation SOP Development Data Analysis KPI Monitoring virtual training

Trainee

Conrad Hilton Dubai

Aug 2016 - Jul 2017 (11 months)

Handled highest tier of Hilton Honors loyalty (Diamond & Gold) member's daily requests. First trainee awarded Departmental Trainer certification, assisting supervisor in training facilitation, identifying training needs, designing SOPs, and performing quality checks.

Customer Service Hilton Honors Training Facilitation SOP Design Quality Assurance Medallia Trip Advisor

Education

Degrees, certifications, and relevant coursework

NAWA International Summer School

Certificate of Completion, International Summer School

2026 - 2026

Completed the NAWA International Summer School at the University of Łódź, Poland, in June 2026.

Perdana University

Master of Business Administration, Business Administration

2020 - 2022

Grade: CGPA 3.60 / 4.00 (First Class)

Pursued a Master of Business Administration at Perdana University, Malaysia, from January 2020 to December 2022, achieving a CGPA of 3.60 out of 4.00 (First Class).

Taylor's University

Bachelor of International Hospitality Management (Hons.), International Hospitality Management

2013 - 2017

Grade: CGPA 3.45 / 4.00 (Upper Second Class)

Earned a Bachelor of International Hospitality Management (Hons.) from Taylor's University, Malaysia, from August 2013 to October 2017, with a CGPA of 3.45 out of 4.00 (Upper Second Class).