Open to opportunities

Malvina Nagur

@malvinanagur

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Bilingual customer success and operations professional with 11+ years' experience.

Indonesia

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What I'm looking for

I seek remote roles in customer success or operations where I can apply consultative outreach, improve onboarding and fulfillment, collaborate cross-functionally, and drive measurable improvements in seller or client satisfaction and operational KPIs.

I am a bilingual customer service, operations, and business development professional with over 11 years' experience supporting client-facing and backend functions across e-commerce and healthcare platforms. I have consistently served as a point of contact, resolving issues, coordinating cross-functional teams, and maintaining high satisfaction scores while driving seller onboarding, inventory reconciliation, and SLA monitoring.

Currently I consult and freelance on sales partner and lead-generation engagements for startups and participate in virtual assistant and sales internship tracks, using a consultative, empathetic approach grounded in operational clarity. My achievements include reducing lost/damaged reimbursement claims by 72% for a major seller and consistently achieving 90–95% seller satisfaction scores.

Experience

Work history, roles, and key accomplishments

Current

Sales Intern – Inbound Outreach

Current

Gromenko & Partners Pte Ltd

Sep 2025 - Present (1 month)

Conducted consultative follow-ups with webinar leads to surface blockers and increase enrollments, using tailored WhatsApp communication to rebuild engagement and support conversion decisions.

Inbound Outreach Lead Nurturing WhatsApp Consultative Sales CRM Lead Qualification Communication

Current

Virtual Assistant – Lead Generation

Current

Gromenko & Partners Pte Ltd

Sep 2025 - Present (1 month)

Performed outbound prospecting for a Singapore-based DTC jewelry brand, developing cold outreach templates and nurturing scripts to engage high-value ICPs and improve lead response.

Outbound Prospecting Cold Outreach Templates Lead Nurturing ICP Targeting CRM Outbound Outreach

Current

Sales Partner Consultant

Current

holo Commerce Ltd

Aug 2025 - Present (2 months)

Identified and qualified creators and brands with strong product-market fit, executing cold consultative outreach across email, LinkedIn, Instagram, and WhatsApp to warm leads for strategic handover.

Business Development Lead Qualification Cold Outreach Social Selling WhatsApp CRM Partnership Development

Virtual Assistant

Freelance

Oct 2023 - Jul 2025 (1 year 9 months)

Provided Instagram collaboration, admin and customer support for small business clients, co-hosted pre-employment webinars, and managed backend coordination during a career break.

Customer Support Webinar Coordination Communication

E-Commerce Operations & Business Support

Abbott Indonesia

May 2023 - Jul 2023 (2 months)

Acted as point of contact for 3rd-party e-commerce enablers, monitored online store execution, coordinated daily e-commerce operations, and resolved vendor invoice issues during maternity-cover.

E Commerce Operations Invoice Resolution

Marketplace Seller Acquisition

JD.ID

Jan 2022 - Dec 2022 (11 months)

Acquired and onboarded top sellers from competitor platforms, guided registration and activation processes, and served as primary point of contact for onboarding support.

Seller Acquisition Onboarding Registration Support

Commercial & Operations – Multi-Channel Logistics

Lazada Logistics Indonesia

Jun 2021 - Dec 2021 (6 months)

Supported B2B sales for fulfillment and logistics solutions while managing logistics operations, ensuring SLA compliance, resolving escalations, and delivering operational insights to clients.

B2B Sales Logistics Operations SLA Escalation Management Client performance reporting

Supply Chain & Logistics Operations

Lazada e-Logistics Indonesia

Feb 2017 - Jun 2021 (4 years 4 months)

Promoted Fulfilled by Lazada adoption, trained sellers on best practices, coordinated end-to-end FBL logistics, resolved inventory discrepancies, and managed daily support tickets via Zendesk, reducing reimbursement claims by 72% for a major seller.

Fulfillment Operations Zendesk 3PL Coordination

Operations Excellence Specialist

Lazada Indonesia

Sep 2016 - Feb 2017 (5 months)

Supported top sellers to improve operational KPIs, coordinated with logistics and support teams to optimize fulfillment and inventory flow, raising same-day shipment performance by up to 40%.

KPI’S Shipment Performance Process Improvement

Partner Support Centre Specialist

Lazada Indonesia

Jan 2015 - Sep 2016 (1 year 8 months)

Handled seller complaints and service inquiries, created SOP templates and instructional materials, and coordinated with Finance to implement SLA-related penalties.

Partner Support SOP Development Seller Communication SLA Management Finance Coordination Customer Service

Customer Service Representative

Lazada Indonesia

Jun 2012 - Jan 2015 (2 years 7 months)

Managed customer communications via phone and email, verified orders to prevent fraud, and handled COD approvals and cancellation requests to maintain service quality.

Customer Support Order Verification Fraud Prevention COD Management

Desk Collection and Retention

Aora TV

Jan 2011 - May 2012 (1 year 4 months)

Retained 45% of subscriber accounts through proactive communication and resolved billing and subscription inquiries while coordinating with technical support for service interruptions.

Retention Billing Support Customer Relations