Medarda Edrea Joseph

At AXIS-Y, I lead global customer experience initiatives across digital channels, improving service quality, self-service, and post-purchase support. I designed and launched a Product Authenticity Check page, enhanced FAQ structures, improved collaboration intake processes, and introduced order tracking.

I manage sensitive customer escalations involving counterfeit concerns and pricing issues while supporting MSRP monitoring and brand-protection efforts. I turn customer feedback and support trends into actionable improvements with Marketing, E-commerce, and R&D teams.

Previously at Hyperwallet Systems Inc. and PayPal–Hyperwallet Systems Inc., I managed a portfolio of 100+ clients and led a 24/7 customer support organization of 50+ representatives and five team leads. Through structured coaching, performance tracking, and process improvements, I improved team performance from 45% to 80%.

I bring 10+ years of global support operations experience and communicate in English, Indonesian, and Korean.