Open to opportunities

afni zaim

@afnizaim

Remote Customer Support Specialist with 9+ years in CX, QA & Team Leadership. Professional working proficiency in English & Native Bahasa Indonesia.

Indonesia

Message

What I'm looking for

I’m looking for a remote-friendly team where I can lead support and customer success, improve QA and call quality, use CRM data to drive retention, and coach others to deliver exceptional customer experience.

I am a Remote Customer Support Specialist with 9+ years of experience in CX, QA, and Team Leadership. I started my career at PT. Indosat as a Customer Service Agent handling 50+ inbound/outbound calls daily in English and Bahasa Indonesia.

I was promoted to Team Leader at HealthifyMe, where I led, mentored, and coached a remote team of Inside Sales agents. My focus was to consistently achieve monthly targets while maintaining high call quality, service standards, and customer satisfaction. I also conducted call audits, handled escalations, and trained new hires.

I have strong skills in conflict resolution, CRM tools, email and chat support, and performance coaching. I am known for my clear communication, empathetic tone, and ability to work independently in a fast-paced, remote environment.

I have Professional Working Proficiency in English (EFSET 55/100 - B2 Upper Intermediate) and am a Native Bahasa Indonesia speaker. I am looking for a fully remote role where I can use my leadership and customer service skills to help a global company grow. I am available immediately.

Experience

Work history, roles, and key accomplishments

Team Leader of Inside Sales

Healthifyme

Sep 2021 - Jul 2024 (2 years 10 months)

Led, mentored, and coached an inside sales team in a remote environment to achieve monthly targets while maintaining call quality and service standards. Handled 50+ outbound client calls daily, conducted daily call audits, escalated and resolved customer complaints, and produced performance reports using Google Sheets/Excel.

Team Leadership Inside Sales Customer Success & QA Outbound Calling First Point Escalation Complaint Handling Customer Retention Reporting Google Sheets Microsoft Excel Cross Functional Collaboration

Member Service Representative

Accor Plus

Sep 2018 - Aug 2021 (2 years 11 months)

Handled member inquiries and complaints via telephone and email, using NetSuite Dashboard and following company SOPs with a customer-first mindset. Tracked customer data and renewal dates in NetSuite for reporting, supported hotel partners, escalated issues as needed, and helped during peak administration periods.

Customer Support Customer Service Complaint Handling NetSuite Phone Support Email Support Escalations Customer Data Management Reporting Administration Support Data Analysis

Owner & Operations Admin

Jilbab Raissya Online Store

May 2011 - Aug 2018 (7 years 3 months)

Managed end-to-end inventory and operations administration, including purchase recording, stock tracking, sales data entry, and monthly profit calculations using Excel.

Purchase Recording Stock Tracking Data Entry Profit Calculation Excel Operations & Administration

Team Leader Technical Support

PT. Indosat

Apr 2007 - Apr 2010 (3 years)

Led technical support operations for a call center team, ensuring high infrastructure uptime for PABX, PCs, and headsets. Created and analyzed daily/weekly/monthly performance reports and troubleshot software and hardware to reduce downtime.

Technical Support Call Center Operations PABX performance reporting Troubleshooting

Call Center Agent

PT. Indosat

May 2004 - Mar 2007 (2 years 10 months)

Provided customer support by answering product and service inquiries via phone with empathy and professionalism. Logged and resolved customer complaints through ticketing systems.

Customer Service Phone Support Ticketing Systems Complaint Resolution Empathy