Job Responsibility:
- Managed high-volume customer inquiries, incident handling, and escalations across multiple digital channels, including Qontak CRM, WhatsApp, and app stores.
- Monitored, audited, and analyzed user feedback to identify product bugs, escalating critical operational data to the product and engineering teams.
- Maintained and optimized the ticketing system architecture (Qontak) to ensure precise case tracking, cross-team collaboration, and data integrity.
- Coordinated operational readiness and on-site critical complaint handling for high-scale offline corporate events and bazaars.
- Executed targeted user notification workflows to drive user engagement, retention, and post-resolution customer satisfaction.
- Delivered user notifications and follow-ups to improve customer experience and engagement.

Job Responsibility :
- Led and supervised full-scale customer support and digital payment back-office operations across omnichannel platforms (Zendesk, E-Centrix).
- Managed End-to-End Incident Handling for critical payment system failures, cross platform transaction errors, and multi-party fund reconciliation.
- Enforced strict Service Level Agreement (SLA) compliance, consistently maintaining a First Response Time under 30 minutes across all digital channels.
- Monitored operational risk and escalated high-tier complex financial complaints, ensuring proper documentation and regulatory compliance alignment.
- Developed and standardized core inteal Knowledge Base, comprehensive operational SOPs, and response templates to optimize team resolution rates.
- Analyzed daily, weekly, and monthly system performance data to identify operational bottlenecks and cross-team transaction issues.
- Managed cross-vendor relations (Zendesk, E-Centrix) for SLA contracts, system troubleshooting, and back-office tool upgrades.
- Oversaw team scheduling, workforce management, shift allocation, and real-time floor supervision for uninterrupted 24/7 service operations.

Job Responsibility :
- Executed daily Transaction Monitoring to review account activities, identify anomalies, and mitigate operational risks within the payment gateway system.
- Investigated and resolved fraudulent activities, failed digital transactions, and high-value Dispute/Refund cases.
- Oversaw the Merchant Onboarding operational flow, reviewing merchant documentation and system compliance before activation.
- Conducted deep-dive analysis on recurring transaction errors and product system bugs, providing actionable data escalations to the engineering and product teams.
- Compiled comprehensive data reports on payment success rates, operational issues, and risk trends for executive review.

Job Responsibility :
- Handled complex banking inquiries and critical financial complaints regarding saving accounts, loans, and digital banking products.
- Provided high-tier troubleshooting and verification for digital banking channels and e-transactions.
- Executed strict security protocols for high-risk account operations, including fraud prevention, transaction verification, and instant ATM card blocking.
- Monitored and reviewed customer financial transactions to ensure maximum data accuracy, security, and risk mitigation.
- Provided product information and education to customers.

Job Responsibility :
- Provided comprehensive technical, spatial data, and administrative support for senior hydrology and legal expert consulting teams.
- Synthesized raw engineering and project data into technical, analytical, and compliance-ready project reports.
- Produced detailed technical documentation, design layouts, and analytical materials for executive project deliverables.
- Managed official project documentation, client communications, and produced rigorous Minutes of Meetings (MoM) for legal and technical alignment.