Operations Expert

Directed Customer Operations and Risk Control functions, achieving 98%–102% of departmental KPI targets across Customer Satisfaction and Resolution Rate metrics through effective operational governance and performance management. Delivered strong customer and risk outcomes by maintaining 94%–97% CSAT and 91%–95% Resolution Rates across Customer Service and Transaction Review operations while ensuring regulatory compliance and service excellence. Led continuous improvement initiatives that transformed underperforming KPIs into target-achieving results, enabling the team especially related risk control issue to exceed performance goals and strengthen overall operational effectiveness.

Directed Customer Support, KYC, and Transaction Monitoring operations, ensuring seamless onboarding, AML/CTF compliance, fraud detection, and risk management while maintaining <5% high-risk transaction exposure. Delivered strong customer experience and service quality outcomes, achieving 92.6% CSAT, 93% FCR, 95%+ QA scores, and an 11-minute handling time through process optimization, workforce management, and continuous improvement initiatives. Led cross-functional operational governance for product launches and service enhancements, implementing SOP frameworks, AI-driven support capabilities, and automation solutions that enabled an 84% AI Bot resolution rate and improved operational scalability.

Directed operations through a period of hypergrowth, scaling support capacity to accommodate a 250% increase in customer demand while maintaining high service quality and operational performance. Delivered strong customer experience outcomes with 94.7% issue resolution within 24 hours and 96%+ CSAT, supported by process optimization, workforce management, and performance leadership. Drove operational efficiency and business continuity through crisis management and automation initiatives, including processing 14,000+ manual KYC reviews during a critical vendor disruption and implementing self-service solutions that reduced support contact volume by 10%.

Managed multilingual Customer Service operations across four international markets, overseeing quality, workforce management, reporting, and continuous improvement programs for agents and Shift Leads. Achieved industry-leading customer experience results, delivering 94%–97% CSAT, 91%–97% resolution rates, and 99%+ service availability and response performance across all supported language lines. Partnered with cross-functional teams to resolve customer issues within SLA, reduce DSAT drivers, and improve operational effectiveness through data-driven performance reviews and targeted coaching initiatives.

Led end-to-end customer operations across Customer Service, Escalation Support, and Telesales teams, ensuring SOP compliance, service excellence, and continuous improvement in quality, productivity, and customer satisfaction. Achieved strong operational performance, delivering Customer Service QM Score of 91.21%, Escalation Support QM Score of 91.72%, SLA attainment of 94.71%, OTC/SLA of 90.56%, and maintaining human-error-related faults at 5% while achieving 85.52% CSAT. Drove process and technology enhancements, including IVR optimization that reduced customer service contacts by 15% (equivalent to 6 FTEs) and implementation of customer-hotel conference call tools, while contributing to telesales revenue generation of Rp 595.5 million within three months.