Open to opportunities

Annisa Fitratulhusna

@annisafitratulhusna

I’m an Operations Analyst turning e-commerce and logistics data into process improvements and reliable delivery outcomes.

Indonesia

Message

What I'm looking for

I’m looking for a role in e-commerce/logistics operations where I can use data validation, RCA, and KPI dashboards to improve delivery and claim processes. I thrive in fast-paced, target-driven environments with strong cross-functional collaboration and measurable impact.

I’m an operations & data professional specializing in e-commerce and logistics, supporting delivery and shipment operations across platforms such as Shopee, Elevenia, and MBiz. At SPX Express, I focused on claim data quality and validation, using data analysis and Root Cause Analysis (RCA) to resolve inconsistencies and recurring delivery issues.

Most recently, at Staffinc’s Real Care Project in Jakarta, I managed workload and performance tracking for a Shopee-based Beauty Brand Seller, leading 2 RTFM specialists and 9 agents handling 3,000+ incoming chats and ~400 return/refund cases monthly. I built a real-time monitoring dashboard with Looker Studio, reduced return/refund cases by 43%, and improved productivity by 17% through workload analysis and time study—always prioritizing detail, cross-functional coordination, and operational improvement.

Experience

Work history, roles, and key accomplishments

Workforce Management

Staffinc - Real Care Project

Jun 2025 - Dec 2025 (6 months)

Managed team workload and performance for a Shopee-based beauty brand seller, monitoring productivity, KPI, and SLA compliance. Built a real-time Looker Studio dashboard and analyzed return/refund cases using root-cause identification to reduce cases by 43%.

Workforce Management KPIs SLA Looker Studio Dashboards Root Cause Analysis Operational Reporting

Senior Analyst (Claim QA)

Shopee Xpress

Mar 2024 - Jun 2025 (1 year 3 months)

Ensured accuracy and consistency of high-volume logistics claim data (100K+ records per week) to maintain reliable delivery operations. Performed root-cause analysis on claim cases, coordinated with internal teams and external vendors, and reported weekly/monthly insights to the Operations Manager.

Root Cause Analysis Data Analysis Operational Reporting Cross functional Coordination Vendor coordination

Customer Support Officer

PT Investree Radhika Jaya

Jun 2021 - Feb 2024 (2 years 8 months)

Monitored escalations, complaints, and SLA performance to ensure accurate tracking and timely resolution of operational issues. Conducted QA evaluations and calibration, identified recurring issues through data analysis, and coordinated with internal and third-party teams to resolve discrepancies.

SLA Escalation Handling Complaints Management Data Analysis Data Quality Control Cross functional Coordination

Customer Care Representative (B2B)

PT Brilliant Ecommerce Berjaya

Feb 2020 - Jun 2021 (1 year 4 months)

Handled operational issues for B2B stakeholders by supporting sellers, buyers, and vendors while ensuring accurate platform usage and data records. Coordinated with vendors, customers, and warehouse teams to track product exchange workflows and ensure process completion.

B2B Support Operational Support Vendor coordination Exchange Workflow Tracking

Delivery Service Elevenia (B2B/B2C)

PT Transcosmos Indonesia

Jul 2018 - Jan 2020 (1 year 6 months)

Analyzed delivery and return workflows to ensure data accuracy and operational reliability for Elevenia (B2B and B2C). Coordinated with couriers, warehouses, and vendors to monitor deliveries and support efficient return/refund resolution.

Delivery Operations COURIER Vendor coordination