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DEVINA AURELIA

@devinaaurelia

Message

I lead e-commerce customer support teams, improving SLAs, workflows, and customer experience.

Indonesia

Message

What I'm looking for

I'm looking for customer support, e-commerce support, customer experience management, team supervision, virtual assistant, or operations support work where I can improve workflows, service quality, and customer satisfaction.

At KLAMBY, I lead customer service representatives across daily e-commerce operations, customer escalations, and complex complaint cases.

I monitor KPIs, response times, and SLA compliance while collaborating with warehouse, logistics, and marketplace teams to resolve issues quickly. I’ve built workflows, SOPs, knowledge-base documentation, ticketing processes, and performance dashboards to improve service consistency.

I’ve supported high-volume sales campaigns and live shopping events, helping achieve chat performance rates of up to 99%. I also use AI-assisted workflows, prompt libraries, and response frameworks to reduce manual workload and strengthen response quality.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Supervisor

Current

Klamby

Jan 2021 - Present (5 years 8 months)

Lead and supervise a team of customer service representatives, monitor KPIs and SLA compliance, handle escalations, and collaborate with cross-functional teams to ensure timely issue resolution.