Nova Aini

I am a customer support specialist and administrative professional with over eight years of experience in fintech and e-commerce. I combine human-centered support with clear, engaging writing to create documentation and educational resources that empower users and teams.

I have managed end-to-end customer interactions across chat platforms, designed engagement and marketing flows, and built automated inventory and order-tracking systems to reduce fulfillment errors. I prioritize async communication and scalable knowledge base design to improve response times and consistency.

My roles have included creating SOPs, templated replies, and internal help resources adopted across departments, and collaborating closely with cross-functional teams such as Collections and Finance. I maintain accuracy in financial reporting and organized, audit-ready filing systems from my administrative background.

I work effectively in remote environments using CRM tools, Slack, Asana, Notion, Telegram, and WhatsApp, and I enjoy turning complex issues into clear processes that improve customer experience and operational efficiency.