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I'm a results-driven Customer Experience & Operations Specialist with 5+ years’ experience in high-volume support, transaction management, and campaign onboarding across e-commerce and crowdfunding platforms. I’m proficient with FreshDesk, Zendesk, Upscope, and Freshsales CRM, consistently achieving 95–100% SLA compliance and CSAT >85%. I excel at dispute resolution, real-time troubleshooting, process optimization, and cross-functional collaboration. I thrive in building knowledge bases, coordinating with design and development teams, and guiding onboarding for diverse accounts. I’ve authored 100+ help-center articles and internal guidelines, improving self-service and reducing repetitive tickets, while maintaining comprehensive coverage during shifts and surfacing user feedback for product improvements.…I'm a results-driven Customer Experience & Operations Specialist with 5+ years’ experience in high-volume support, transaction management, and campaign onboarding across e-commerce and crowdfunding platforms. I’m proficient with FreshDesk, Zendesk, Upscope, and Freshsales CRM, consistently achieving 95–100% SLA compliance and CSAT >85%. I excel at dispute resolution, real-time troubleshooting, process optimization, and cross-functional collaboration. I thrive in building knowledge bases, coordinating with design and development teams, and guiding onboarding for diverse accounts. I’ve authored 100+ help-center articles and internal guidelines, improving self-service and reducing repetitive tickets, while maintaining comprehensive coverage during shifts and surfacing user feedback for product improvements.

Riris Sitarini

Social Media Manager, Content Strategist, Game Tester

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I'm a results-driven Customer Experience & Operations Specialist with 5+ years’ experience in high-volume support, transaction management, and campaign onboarding across e-commerce and crowdfunding platforms. I’m proficient with FreshDesk, Zendesk, Upscope, and Freshsales CRM, consistently achieving 95–100% SLA compliance and CSAT >85%. I excel at dispute resolution, real-time troubleshooting, process optimization, and cross-functional collaboration. I thrive in building knowledge bases, coordinating with design and development teams, and guiding onboarding for diverse accounts. I’ve authored 100+ help-center articles and internal guidelines, improving self-service and reducing repetitive tickets, while maintaining comprehensive coverage during shifts and surfacing user feedback for product improvements.…I'm a results-driven Customer Experience & Operations Specialist with 5+ years’ experience in high-volume support, transaction management, and campaign onboarding across e-commerce and crowdfunding platforms. I’m proficient with FreshDesk, Zendesk, Upscope, and Freshsales CRM, consistently achieving 95–100% SLA compliance and CSAT >85%. I excel at dispute resolution, real-time troubleshooting, process optimization, and cross-functional collaboration. I thrive in building knowledge bases, coordinating with design and development teams, and guiding onboarding for diverse accounts. I’ve authored 100+ help-center articles and internal guidelines, improving self-service and reducing repetitive tickets, while maintaining comprehensive coverage during shifts and surfacing user feedback for product improvements.

Available to hire

I’m a results-driven Customer Experience & Operations Specialist with 5+ years’ experience in high-volume support, transaction management, and campaign onboarding across e-commerce and crowdfunding platforms. I’m proficient with FreshDesk, Zendesk, Upscope, and Freshsales CRM, consistently achieving 95–100% SLA compliance and CSAT >85%. I excel at dispute resolution, real-time troubleshooting, process optimization, and cross-functional collaboration.

I thrive in building knowledge bases, coordinating with design and development teams, and guiding onboarding for diverse accounts. I’ve authored 100+ help-center articles and internal guidelines, improving self-service and reducing repetitive tickets, while maintaining comprehensive coverage during shifts and surfacing user feedback for product improvements.

Skills

Copywriting

CRM

Experience Level

Copywriting

Expert

CRM

Expert

Language

Javanese

Fluent

English

Fluent

Korean

Advanced

Work Experience

Customer Experience & Campaign Support Specialist at LaunchGood

May 1, 2025 - May 1, 2025

Managed multi-channel support (FreshDesk, Upscope, email, phone, Slack), ensuring SLA compliance (95–100%) and maintaining a CSAT score above 85%. Assisted onboarding and campaign setup for 100+ accounts using Freshsales CRM, enabling charities to launch fundraising campaigns. Facilitated real-time troubleshooting with design and development teams, reducing issue resolution time by ~30%. Authored 100+ help-center articles and internal guidance documents in Notion, increasing self-service usage and reducing repetitive tickets. Directed ticket triage and escalations, improving first-response time and overall team efficiency. Collaborated with CX Managers to surface user feedback, report bugs, and recommend enhancements.

Virtual Product & Grocery Transaction Specialist at Bukalapak

April 1, 2023 - April 1, 2023

Responded to complaints about virtual products (prepaid/postpaid) and wholesale groceries, maintaining high satisfaction. Coordinated with partners and internal teams to resolve out-of-scope issues. Facilitated stakeholder communications to streamline transaction workflows.

Post Transaction Experience Specialist (PTE) at Bukalapak

March 1, 2021 - March 1, 2021

Validated disputes between sellers and buyers by thoroughly reviewing evidence submitted by buyers. Negotiated and resolved conflicts focusing on returned items, improving customer care and retention. Resolved complex post-transaction issues, fostering customer trust.

Social Media Support Specialist at Bukalapak

July 1, 2020 - July 1, 2020

Responded to customer inquiries and complaints via social media platforms using Sociomile and Telegram, providing order, billing, and shipment tracking support. Assisted customers with orders and billing issues, improving customer satisfaction and brand reputation. Engaged with customers by answering product-related questions and providing timely support.

Real Time Floor Manager (RTFM) at Bukalapak

May 1, 2019 - May 1, 2019

Monitored and ensured even distribution of tickets among agents using Round Robin system to optimize workload balance and team performance. Analyzed real-time data from reporting tools to evaluate agent and team response time, attendance, and adherence. Compiled and presented monthly performance reports to management.

Return & Delivery Monitoring (RDM) Agent at Bukalapak

November 1, 2018 - November 1, 2018

Tracked delivery performance and responded to customer complaints related to shipping, ensuring goods were delivered accurately and completely. Monitored overall delivery service quality and escalated issues to relevant teams for resolution.

Administrative and Social Media Coordinator at A.K.A Language Class

January 1, 2020 - October 30, 2025

Respond to direct messages and comments on TikTok and Instagram, maintaining consistent friendly engagement with prospective and current students. Guide potential students in selecting appropriate language programs and perform regular follow-ups to support enrollment decisions. Manage student administration tasks including invoicing, attendance tracking, and coordination with teachers for class and student updates. Oversee daily Instagram updates using content provided by the design team and liaise with them to ensure timely, accurate, and engaging posts. Research trending Korean phrases from dramas and variety shows to support the creation of relevant Korean language learning content.