Open to opportunities

ivanisa User

@ivanisa

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E-Commerce Operations & Customer Experience Specialist, boosting marketplace performance and customer outcomes.

Indonesia

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What I'm looking for

I’m looking for a role where I can own marketplace operations end-to-end, improve customer experience through faster support and smarter retention, and drive measurable sales growth with data-backed reporting and continuous optimization.

I’m an E-Commerce Operations & Customer Experience Specialist with 3+ years of experience managing marketplace operations, customer support, and sales performance across Shopee, Lazada, TikTok Shop, and WhatsApp Business. I handle 250+ customer inquiries daily with an average response time under 4 minutes, and I manage up to 1,100 chats during peak campaigns while maintaining service quality.

Experience

Work history, roles, and key accomplishments

Current

E-Commerce & Customer Support Specialist

Current

PT Ibu Anak Sukses (Mom Uung)

Oct 2024 - Present (1 year 8 months)

Managed 250+ daily customer inquiries across Shopee, Lazada, TikTok Shop, and WhatsApp Business, maintaining <4-minute response times and handling up to 1,100 chats during peak campaigns. Improved negative review recovery from 29% to 40%, supported 1,100+ paid orders/month, and produced 150+ marketplace videos monthly to contribute ~5% of monthly sales.

Marketplace Operations Customer Retention Product Listing Management Campaign Execution Returns & Refund Investigations performance reporting Video Content Production

E-Commerce Specialist

CV Harika Berkah Yumnaa

Apr 2023 - Apr 2024 (1 year)

Managed day-to-day e-commerce operations across Shopee, Lazada, Tokopedia, and TikTok Shop, including pricing, promotions, and product listing optimization. In 2023, increased e-commerce revenue by 478% and reached the Shopee Star Seller target.

Marketplace Operations Price Promotions Product Listing Optimization Algorithm Update Adaptation E commerce Strategy

Java Social Media Marketing

CV Harika Berkah Yumnaa

Sep 2022 - Mar 2023 (6 months)

Created and scheduled social media content across Instagram, Facebook, and TikTok, including design and video assets. Increased engagement by responding to comments, messages, and reviews to support positive brand image and drive traffic.

Social Media Content Creation Content Scheduling Instagram Marketing TikTok Facebook Marketing Community Engagement Social Media Strategy

Education

Degrees, certifications, and relevant coursework

Universitas Terbuka

Bachelor's degree in Law, Law

2021 - 2026

Pursuing a bachelor’s degree in Law at Universitas Terbuka (2021–2026) while maintaining strong academic performance. Final paper: legal protection for women in prenuptial agreements from a gender equality perspective (grade A).

SMA Negeri 1 Kediri

High School Diploma, Social Science

2018 - 2021

Grade: 92.00/100.00

Activities and societies: Coordinator of Art Division for Majelis Perwakilan Kelas (2019–2021); Public Relation Staff of MESO (2018); Supervisory Staff of Dies Natalies (2019).

Completed a High School Diploma (Social Science) at SMA Negeri 1 Kediri, achieving 92.00/100.00. Participated in multiple student-organizational roles during 2018–2021.