EJErviyana Jelita
@erviyanajelita
Customer Service Analyst with strong analytical and problem-solving skills.
IndonesiaWhat I'm looking for
I am a dedicated Customer Service Analyst with extensive experience in the E-commerce sector, specifically within the Freeshipping Division of a multinational company. My role involves analyzing shipping fee discrepancies and managing the free shipping program, where I utilize my strong analytical and problem-solving skills to enhance operational efficiency.
Throughout my career, I have successfully handled various issues related to shipping fees, ensuring that claims are processed accurately and efficiently. My academic background in English Literature, coupled with my professional experience, has equipped me with excellent communication and interpersonal skills, allowing me to effectively engage with customers and stakeholders alike.
Experience
Work history, roles, and key accomplishments
Customer Service Analyst (L2 Analyst)
PT Shopee International Indonesia
Sep 2021 - Jul 2024 (2 years 10 months)
Analyzed shipping fee mismatches and determined claim eligibility, managing various shipping fee claims including dropship and changed courier. Handled issues related to free shipping program registration, termination, and display, ensuring smooth operations for sellers.
Call Center and Operator Representative
Rumah Sakit Pondok Indah Bintaro Jaya
Sep 2020 - Sep 2021 (1 year)
Managed over 150 daily inbound calls from diverse patients, maintaining call efficiency and patient satisfaction. Coordinated doctor's appointments using Electronic Medical Record System (EMR) TrakCare, and resolved patient complaints by escalating to the appropriate department.
Customer Service and Front Desk Receptionist
Dinas Perpustakaan dan Kearsipan Kota Bandung
Jan 2019 - Dec 2019 (11 months)
Greeted and assisted all visitors, managing phone inquiries and routing calls efficiently. Handled queries and complaints via multiple channels, and performed administrative duties including inputting book transactions into the Electronic Library System.
Freelance Tour Leader
Rava Tour and Travel Bandung
Feb 2016 - Feb 2018 (2 years)
Identified and engaged potential customers, offering various tour packages and managing price negotiations. Collaborated with the CEO to coordinate with hotels, restaurants, and attractions, ensuring a well-organized tour itinerary.
Education
Degrees, certifications, and relevant coursework
UBUniversitas Islam Negeri Sunan Gunung Djati Bandung
Bachelor of Arts, English Literature
Grade: 3.68
Activities and societies: Badan Eksekutif Mahasiswa Jurusan Sastra Inggris UIN Bandung (2015 - 2017), Sahabat Beasiswa Chapter Bandung (2017 - 2018)
Graduated with Cumlaude honors. Studied English Literature, focusing on various literary theories and critical analysis. Achieved a GPA of 3.68.
SMAN 2 PURWAKARTA
High School Diploma, General Studies
Completed secondary education.
SMPN 4 PURWAKARTA
Junior High School Certificate, General Studies
Completed junior high school education.
SDN 1 CILEGONG
Elementary School Certificate, General Studies
Completed elementary school education.
Tech stack
Software and tools used professionally
Availability
Location
IndonesiaAuthorized to work in
Social media
Job categories
Skills
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