Nadya Work

Manage creator and KOL communications across AU, UK, CA and US markets, from inbound enquiries to content delivery. Built a creator evaluation tracker and run gifted seeding campaigns end to end.

Run end-to-end customer support for an Australian ecommerce brand across AU, UK, CA and US storefronts, managing a remote team of 5 virtual assistants and maintaining Shopify storefronts. Grew Trustpilot reviews from 9 to 200+ while maintaining a 4.8-star rating.

Led end-to-end technical migration to Gorgias, automating 30% of manual ticket volume. Spearheaded financial audit, revamped Returns & Refunds SOP, and managed global logistics operations.

Provided operations and customer experience consulting for an Australian ecommerce brand, building support systems and improving customer satisfaction.

Spearheaded stock ordering and forecasting, architected new operational SOPs, and conducted performance audits. Developed weekly strategic meeting slides and ensured 98% uptime for e-commerce stores.

Led a customer service team to achieve strict KPIs including 20-second response time and 90% first-touch resolution. Executed proactive customer reach-outs and compiled multi-platform reports.

Managed high-volume multi-channel inquiries across Singapore, Thailand, Indonesia, and Malaysia. Optimized backend synchronization between Shopify, Shopee, Lazada, TikTok and Tokopedia, reducing order fulfillment errors to 0%.

Provided customer support via live chat and email, maintaining CSAT above 90%. Handled complaints and delivered product and service information.

Responsible for all communication with clients and vendors, handling vendor payments. Led free Wi-Fi distribution to 101 sites and managed over 15 tower-strengthening projects across Java.

Completed the Digital Marketing Full Stack program in 2022.

Graduated with a Bachelor of Communication Science in August 2020.