ilhamsugoi

Developed and documented training syllabi, working documents, and refresher materials for new hires using a Subject Matter Expert approach. Created research-based reports and monitored customer satisfaction trends to support training improvements and service quality.

Resolved priority customer inquiries via phone, email, and chat across marketplace operations, logistics, payment fintech, fraud prevention, controller systems, and travel services. Handled difficult or high-pressure customer situations while maintaining compliance with SOPs, quality policies, SLA, and escalation standards. Analyzed customer data to identify trends, recurring issues, and opportunities for service improvement. Maintained 95% CSAT over a 12-month period, achieved 95% positive survey rating, ranked in the top 5% of the team, and was recognized as a Top 5 CSAT performer.

Responded to phone, email, and web inquiries by providing solutions for shipment, fulfillment, and order refund issues. Mentored new employees on logistics support workflows, daily assignments, and support procedures. Completed daily logs, checklists, quizzes, quick learning, and refreshment tasks assigned by team leads.