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Zuhairi Zahir

@zuhairizahir

I improve customer support operations through chatbot optimization, API integration, and high-quality omnichannel service.

Malaysia

Message

What I'm looking for

I'm looking to improve customer experiences through high-quality omnichannel support, chatbot optimization, API integration, and cross-functional work that reduces friction and strengthens self-service.

I'm improving customer experiences at Lumos by evaluating and implementing a Botpress AI chatbot, administering Zendesk and crowdfunding platforms, and building self-service support workflows. My work contributed to raising TrustPilot from 3.6 to 3.8 and moving customer satisfaction from Average to Great.

Previously at UBASE Asia, I supported 700+ weekly chat and email inquiries with 90%+ client satisfaction, reduced repeat contacts by about 15%, and improved chatbot resolution rates by about 10%. Across BPO and in-house support roles, I've handled phone, chat, and email service while turning customer feedback into clearer processes and digital experiences.

Experience

Work history, roles, and key accomplishments

Current

Customer Support & Chatbot Specialist

Current

Lumos

Jan 2026 - Present (8 months)

Leading the evaluation and implementation of an AI chatbot (Botpress) for the Lumos website and Help Center, migrating off Zendesk to reduce inbound contacts and lower operational costs. Contributed to raising Lumos' TrustPilot rating from 3.6 to 3.8 and elevating the team's customer satisfaction rating from Average to Great through consistent, high-quality support.