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Work Background
AOneKnowledge Base Specialist
Dec. 2025
AOneSenior Customer Support & Knowledge Base Specialist
Feb. 2025- Manage daily support operations for SEA clients and resolve escalated issues to maintain high customer satisfaction. - Assist with onboarding and client training to support successful SaaS product adoption. - Train and guide junior team members for consistent support delivery. - Work cross-functionally with Product, Engineering, Sales, and Marketing teams to address customer needs and communicate feedback. - Develop knowledge base strategies and maintain documentation to improve customer self-service and reduce support requests.
AOneCustomer Support Specialist
Jul. 2023 - Feb. 2025Jakarta, Indonesia- Identified the client's needs and help customers use specific features. - Analyze and investigate technical issue from clients. - Followed up with clients to ensure their technical issues are resolved. - Reporting bug's issue to Technical team via ClickUp. - Gather information and updating Knowledge Base.
AOneCustomer Support & Success Specialist
Jan. 2023 - Jun. 2023Jakarta, Indonesia- Processing new client's onboarding. - Conduct training for new clients and assist them in using company's product (web and mobile apps). - Identified the client's needs and help customers use specific features. - Analyze and investigate technical issue from clients. - Followed up with clients to ensure their technical issues are resolved. - Reporting bug's issue to Technical team via ClickUp.
BukalapakCustomer Relations Officer
Aug. 2021 - Jul. 2022Jakarta, Indonesia• Managed B2B top user interactions continually to answer product and service questions via Telegram. • Handled over 1.000 transaction per month by Zendesk. • Collaborated with Account Managers, Product Team, and internal stakeholders on day-to-day business operations to increase the level of customer satisfaction. • Collected top users' feedback on new product to assess customer experience. • Investigate bug and virtual product reports and work with Engineering to help them resolve issues.
BukalapakL2 Customer Support Agent
Jun. 2021 - Aug. 2021Jakarta, Indonesia• Handled over 70 escalation per day from First Layer Team consists of virtual product and wholesale issues. • Coordinated with 10+ third parties and internal stakeholders to resolve users' issues.
BukalapakL1 Customer Support Agent (Social Media)
Dec. 2020 - Jun. 2021Indonesia• Offered friendly and efficient service to user through social media (Facebook and Instagram) and Google App store. • Delivered information to users briefly, clear, and easy to understand.
BukalapakPost Transaction Experience
Jan. 2018 - Dec. 2020South Jakarta• Analyzed over 100 returning transactions from First Layer (email, live chat, call center) per day and escalated the major issue to Team Leader. • Supported Trust and Safety Team to report sensitive content issues that violates company's rules. • Collaborated with Team Leader to break down problems, discover the evidences in detail, evaluate solutions and make decisions. • Resolved issues and negotiated mutually beneficial agreements between parties (seller and buyer).
PT Kalbe Farma, TbkDigital Strategist Intern
Nov. 2017 - Jan. 2018Greater Jakarta Area, Indonesia• Supported Product Management to manage digital platform (Facebook and Instagram). • Wrote five articles per day to be posted as a content. • Collaborated with Digital Animator to determine design illustration. • Prepared weekly report about Engagement, View, Likes from social media. • Created events every week to increase social media followers. • Collaborated and coordinated with Medical Doctor to prepare suitable contents in social media.
Halodoc IDCatalog Product Intern
May. 2017 - Aug. 2017IndonesiaHalodoc is a secure healthcare platform that unites patients, doctors, insurance, and pharmacies into one simple Healthcare Application. My responsibilities are: 1. Supporting Catalog Manager to manage product catalog such as information completeness and adding new products. 2. Pharmacy product mapping: completing pharmacy product's stock in Halodoc platform.
CeweQuat CommunityMentee Female First Jobber
Mar. 2017 - Nov. 2017FX SudirmanA community that empowering women with social events or charities.
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