Anisa Wulandari

Lead a team of approximately 20 agents delivering 24/7 English-language live-chat support for a global Fintech client, handling around 600 customer conversations daily. Own staffing, workload allocation, and schedule coverage, using demand heatmaps to protect SLA and first-response-time performance.

Led and scaled regional customer-support delivery for a global Fintech client across Indonesia, Malaysia, and Vietnam, overseeing a multilingual team of approximately 15 agents. Managed schedules, queue coverage, workload distribution, KPI reviews, coaching, and escalations across live-chat and ticket workflows.

Managed support quality, covering interaction audits, scoring, calibration, agent feedback, and quality reporting. Conducted QA audits and performance analysis to ensure compliance with internal standards, and performed root-cause analysis across customer conversations and performance trends.

Provided English and Malay language customer support through chat, ticket, and call channels, resolving account and service inquiries in a fast-paced online environment. Met service and quality expectations while documenting cases clearly and escalating complex issues through established workflows.

Provided omnichannel support through chat, email, and phone to customers in Singapore and Malaysia, resolving booking and service-related inquiries in English and Malay. Investigated customer concerns, clarified solutions, and maintained clear case records across channels.

Handled inbound calls from Telkom Malaysia customers regarding telephone and internet services. Guided customers through basic troubleshooting for connectivity and service issues, and routed cases requiring further technical support to the appropriate team.

Completed coursework in Philosophy at the University of Gadjah Mada from 2012 to 2017.