Career Journey
Work Experience
11 positions across 7 companies
Subject Matter Expert
TDCX
Jun 2025 — Present
- ▸Led regular client calibration sessions to identify operational gaps, align on policy interpretation, and deliver actionable solutions that improved accuracy and consistency.
- ▸Mastered policy updates and developed structured knowledge bases while leveraging root cause analysis (RCA) to reduce errors and drive continuous excellence performance improvement.
- ▸Designed and delivered training programs for new knowledge rollouts and regulatory updates, ensuring full compliance and consistent aligned and understanding with evolving standards across teams.
- ▸Mentoring and developing team members, helping new hires ramp up quickly and enabling existing agents to improve performance through structured coaching, feedback, and knowledge sharing sessions.
- ▸Optimized workflows and collaborated cross functionally to boost efficiency, accuracy, and policy compliance in high-risk content moderation.
- ▸Handled escalations, interpreted policies, and aligned client-vendor expectations for seamless operations.
Trust and Safety Specialist - Central Integrity
TDCX
May 2025 — Jun 2025
- ▸Monitored text, images, and videos across high-risk categories, accurately identifying and categorizing policy violations with precise severity assessments.
- ▸Enforced content moderation guidelines consistently, ensuring legal, ethical, and community compliance while meeting quality, productivity, and handling time KPIs.
- ▸Maintained updated personal knowledge base and integrated QA feedback to enhance labeling accuracy and workflow consistency.
- ▸Collaborated cross-functionally with QA, trainers, and SMEs to resolve complex cases, standardize processes, and maintain policy alignment across teams.
Support Operations Specialist
TDCX
Oct 2024 — Apr 2025
- ▸Diagnosed complex user issues and delivered technical support with clear, step-by-step guidance, consistently exceeding SLA targets.
- ▸Maintained personal knowledge base aligned with latest updates, reducing handling time while ensuring support accuracy and consistency.
- ▸Applied continuous improvement feedback loops and proposed targeted solutions to elevate service quality and operational performance.
- ▸Collaborated cross-functionally with QA, trainers, and SMEs to resolve systemic issues and drive continuous workflow enhancements.
Data Annotation & AI Model Training Specialist - Remote Part Time
Outlier By Scale AI
May 2024 — Sep 2025
- ▸Curated and annotated diverse datasets to train and fine-tune large language models (LLMs) for translation, conversation, and natural language understanding tasks.
- ▸Ensured data quality assurance across multilingual datasets, enhancing model adaptability across diverse languages and cultural contexts.
- ▸Conducted LLM output evaluation, bias analysis, and performance testing, delivering actionable feedback to improve accuracy, fairness, and robustness.
- ▸Identified and mitigated biases in model outputs, ensuring fairness, inclusivity, and reliable performance across global language applications.
Customer Support Data Analyst for Traveloka
ATI Business Group
Aug 2023 — Oct 2024
- ▸Leveraged GDS and NGDS systems to track flight details, conduct root cause analysis, and provide optimized customer solutions including ancillaries.
- ▸Resolved customer complaints and managed escalations with empathy and solution-focused approaches, driving loyalty and satisfaction.
- ▸Analyzed customer feedback and CRM data to identify trends, streamline processes, and ensure SLA compliance.
- ▸Collaborated cross-functionally with QA and team leaders to implement performance optimizations and boost overall service quality.
Flight Ticketing Data Analyst for Traveloka
ATI Business Group
Jun 2023 — Aug 2023
- ▸Analyzed flight bookings on Traveloka system for accuracy and airline compliance, issuing tickets precisely via GDS/NGDS systems.
- ▸Managed manual ticket issuance and rescheduling requests through GDS/NGDS, ensuring seamless delivery and minimizing errors.
- ▸Leveraged CRM tools to track ticket issuance processes, consistently meeting SLA targets while maintaining operational precision.
- ▸Collaborated cross-functionally to resolve ticketing issues, providing timely customer support that enhanced satisfaction.
Assistant Manager – Customer Relations
PT. Pegadaian
Dec 2021 — May 2023
- ▸Built strategic partnerships with government offices through targeted presentations, driving Gold Saving Product adoption and strengthening institutional relationships.
- ▸Led and coached teams to consistently achieve KPI targets, conducting strategy meetings to implement service improvements.
- ▸Managed key client relationships through regular communication and follow-ups, building long-term trust and loyalty with top-tier customers.
- ▸Spearheaded CSR initiatives for communities and schools while championing efficient issue resolution.
Customer Service Officer
PT. Pegadaian
Nov 2019 — Nov 2021
- ▸Handled inquiries, transactions, and complaints while driving upsell/cross-sell success, consistently boosting product adoption and sales revenue.
- ▸Delivered customer-first service excellence, resolving issues rapidly with strategic escalations to build trust and long-term loyalty.
- ▸Guided new customers through Pegadaian Digital App onboarding, significantly increasing digital adoption and enhancing user experience.
- ▸Collaborated with team to smash monthly/annual KPIs, leveraging customer feedback analysis to drive actionable service improvements.
System Administrator
PT. Ashkabila Tour & Travel
Mar 2018 — Nov 2019
- ▸Led website and internal system development, maintenance, and optimization, enhancing functionality, user experience, and operational efficiency.
- ▸Managed Google Ads, Facebook Ads, and SEO strategies while analyzing Google Analytics data to boost traffic, visibility, and campaign performance.
- ▸Designed and produced digital promotional content to support marketing campaigns, driving audience engagement and brand awareness.
- ▸Coordinated tour groups end-to-end, managing logistics, scheduling, and on-site arrangements to deliver seamless travel experiences.
Marketing Executive Supervisor
PT. MNC Sky Vision
Jan 2017 — Mar 2018
- ▸Supervised, coached, and mentored sales teams to achieve performance targets, driving productivity gains through targeted leadership.
- ▸Led door-to-door field canvassing and strategic outreach initiatives, maximizing customer acquisition and engagement.
- ▸Planned and executed successful social media campaigns across platforms, delivering measurable sales growth and audience engagement results.
- ▸Analyzed campaign metrics and collaborated cross-functionally to integrate field and digital strategies, optimizing overall marketing effectiveness.
Sales Representative
PT. Matahari Department Store Tbk
Jul 2015 — Dec 2016
- ▸Promoted products by highlighting key features, benefits, and value propositions, driving customer interest and consistently boosting sales performance.
- ▸Delivered personalized product recommendations and sales assistance tailored to customer needs, preferences, and budgets.
- ▸Built strong customer relationships through attentive service, active listening, and consistent follow-up, fostering trust and repeat business.
- ▸Tracked daily/monthly sales performance and prepared detailed reports to identify trends, optimize strategies, and support business growth.