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Nawal Afia

@nawalafia

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Customer Support professional with experience in high-volume support and international customer communication.

Indonesia

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What I'm looking for

I'm looking for a customer support role where I can resolve complex customer issues, communicate across global markets, contribute to customer satisfaction, and continue developing my problem-solving and communication skills.

I am a Customer Support professional with hands-on experience managing high-volume inquiries from diverse international markets, including Europe and Asia. In my previous role at Teleperformance, I handled customer concerns through digital channels such as email and in-app support, consistently delivering clear communication, empathetic service, and effective problem resolution.

I am known for my ability to quickly adapt to new tools, workflows, and fast-paced environments while maintaining accuracy and attention to detail. My experience has strengthened my skills in troubleshooting, customer engagement, and handling complex or escalated cases with professionalism.

I am particularly interested in remote opportunities where I can collaborate with global teams, contribute to improving customer experience, and continue developing my expertise in customer support and operations.

Experience

Work history, roles, and key accomplishments

Customer Expert

PT Telemarketing Indonesia - Teleperformance

Nov 2024 - Jan 2026 (1 year 2 months)

- Managed high-volume customer inquiries, complaints, and service requests via email and in-app channels, ensuring timely and empathetic responses.
- Investigated issues by reviewing data and provided accurate follow-ups.
- Delivered effective solutions and handled complex escalations.
- Resolved 200+ tickets daily while supporting customers across multiple international markets.

Email Support In App Support Complaint Handling Problem Solving CRM Tools ByteHi Olympus

Freelance

Phi Creative Wedding Organizer

Jun 2023 - Apr 2024 (10 months)

Facilitated communication between clients and vendors to ensure smooth coordination, enhancing satisfaction by resolving issues promptly. Managed unexpected issues during events and coordinated schedules to ensure timely execution.

Problem Solving Event Coordination Vendor Management Client Relations

Education

Degrees, certifications, and relevant coursework

Universitas Sebelas Maret

Course, Content Writing

2023 - 2024

Completed a Content Writing Course under the Merdeka Belajar Kampus Merdeka program, focusing on SEO strategies, storytelling, and audience-targeted writing.

Universitas Dian Nuswantoro

Bachelor's Degree, English

2020 - 2024

Grade: 3.53/4.00

Activities and societies: Active member of the Student Executive Board (BEM) and English Student Association (HIMA), involved in organizing events, handling external communications, and coordinating teams. Developed strong communication, leadership, and problem-solving skills through managing responsibilities in a fast-paced environment.

Pursued a Bachelor’s Degree in English with a GPA of 3.53/4.00, with coursework in Business Correspondence, Public Relations, Critical Thinking, and Public Speaking, developing strong communication, analytical, and interpersonal skills.