Open to opportunities

M Hary Budiarto

@mharybudiarto

Customer support & community operations specialist delivering safe, compliant experiences with fraud and policy expertise.

Thailand

Message

What I'm looking for

I’m looking for a customer support and trust & safety role where I can enforce policies, improve SLA/KPI/CSAT performance, investigate fraud and compliance risks, and collaborate cross-functionally in a fast-paced international environment.

I’m a Customer Support and Community Operations Specialist with 8+ years of experience across customer service, content moderation, fraud detection, compliance monitoring, and risk operations in banking, fintech, BPO, and telecommerce environments. I handle high-volume interactions through phone, email, and chat while consistently meeting SLA, KPI, CSAT, and quality standards in fast-paced international teams.

In trust & safety operations, I review and moderate 400+ user-generated content cases weekly to enforce platform safety and policy standards. I investigate fraud indicators, suspicious activity, and policy violations, and I escalate high-risk and sensitive cases to compliance and risk management teams for enforcement actions.

Across customer support roles, I support retention and resolve medium-to-high complexity cases by using CRM and ticketing workflows. I’m also experienced in KYC verification and financial product guidance, ensuring privacy and security compliance while collaborating cross-functionally to deliver accurate, timely resolutions.

Experience

Work history, roles, and key accomplishments

Community Operations Specialist

TeleDirect Telecommerce (Thailand) Co., Ltd.

Apr 2025 - Apr 2026 (1 year)

Moderated and reviewed 400+ user-generated content cases weekly to ensure compliance with platform safety policies. Investigated fraud indicators and escalated high-risk cases to compliance and risk teams while maintaining KPIs for quality and productivity.

Content Moderation Policy Enforcement Trust & Safety Operations Fraud Investigation Compliance Escalation KYC Financial Compliance Concepts Risk Operations Queue Management Case Investigation Compliance Escalations

Customer Service Partner Specialist

Teleperformance Thailand Co., Ltd.

Jan 2024 - Mar 2025 (1 year 2 months)

Handled high-volume customer interactions via phone and email while maintaining SLA and quality targets above 95%. Resolved medium to high-complexity customer and partner cases using CRM and ticketing workflows, ensuring data privacy compliance for sensitive information.

Customer Support Operations CRM Systems Ticketing Systems Escalation Handling Data Privacy Compliance Customer Retention Cross Functional Collaboration

Customer Service Specialist

PT Inovasi Finansial Teknologi

Dec 2021 - Dec 2023 (2 years)

Supported customer retention by resolving KYC verification, transaction, and financial product inquiries through email and chat. Investigated complaints and coordinated with internal stakeholders to deliver timely resolutions while maintaining SLA compliance and service quality in a high-volume fintech support environment.

KYC Customer Retention Email Chat Support SLA Management

Customer Service Officer

PT Bank Central Asia Tbk

Jun 2017 - Sep 2021 (4 years 3 months)

Performed daily banking customer inquiry support while maintaining service excellence and regulatory/risk compliance standards. Conducted customer identity verification and documentation review, handled confidential banking information, and contributed to improved customer satisfaction through effective issue resolution.

Banking Customer Support Identity Verification Compliance Monitoring