How did cyberbullying affect Ili Bazilah’s mental health and work?

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Ili Bazilah Experienced Severe Depression Due to Pandemic-Related Cyberbullying and Increased Workload

The intense pressure of handling an unprecedented volume of customer inquiries during the Covid-19 pandemic, coupled with online harassment, significantly impacted Ili Bazilah's mental health, leading to a diagnosis of severe depression. Her workload doubled during the initial phase of Malaysia's movement control order (MCO), forcing her to manage between 120 and 150 cases daily, a substantial increase from her usual capacity. These inquiries primarily concerned flight cancellations and refund requests, issues amplified by the global travel restrictions.
Increased Workload and Personal Attacks

During the peak of the Covid-19 pandemic, Ili Bazilah, an AirAsia customer happiness executive, faced an average of 150,000 enquiries per day. This surge was primarily driven by passenger concerns over cancelled flights and the process of obtaining refunds. The implementation of Malaysia's movement control order in March further exacerbated the situation, leading to a significant increase in negative sentiments and personal attacks directed at customer service agents online. Some passengers escalated their harassment by locating Ili's private social media pages.
Impact on Mental Health and Personal Life

The overwhelming volume of messages, some containing personal attacks and profanity, took a considerable toll on Ili's mental well-being. This occurred at a particularly vulnerable time, as she had recently finalised her divorce and was adjusting to life as a single mother. The dual pressures of an exploding workload and personal life challenges led her to seek professional help.
Seeking Support and Recovery

Ili sought therapy through AirAsia’s health and wellbeing support programmes, where she was diagnosed with severe depression. After a four-month period of therapy sessions, Ili reported that she is on the mend. This experience has fostered a greater sense of empathy towards passengers who resort to harsh language, as she now understands they may also be facing their own personal difficulties.
Coping Mechanisms and Self-Care

To manage her recovery and overall well-being, Ili has made conscious efforts to stay fit and prioritize her mental health, especially for the sake of her son. These efforts include incorporating simple home workouts and making dietary changes. Furthermore, she has learned the importance of reaching out to friends when experiencing stress, rather than internalizing her problems.

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How did cyberbullying affect Ili Bazilah’s mental health and work?

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