NWNugraha Widhy
@nugrahawidhy
Customer service and operations professional with 9+ years in travel, hospitality, and tech.
IndonesiaWhat I'm looking for
I am a customer service and operations professional with over nine years of experience in travel, hospitality, and technology environments, specializing in escalation handling, partner onboarding, SOP development, and high-volume support operations. I have led teams, monitored KPIs and SLAs, and used tools such as Zendesk, HMS platforms, Putty, Toad, and basic SQL to diagnose and resolve technical and customer issues.
I have driven partner onboarding across OTAs, coordinated licensing and legal matters, and developed operational procedures to improve service quality and compliance. I communicate effectively across cross-functional teams, support social media operations and content planning, and consistently focus on maintaining strong customer satisfaction in dynamic operational settings.
Experience
Work history, roles, and key accomplishments
Customer Support Specialist
PT. Empire Mobile (Ogloba Indonesia)
Feb 2024 - Sep 2024 (7 months)
Handled customer inquiries and technical issues for gift card systems, performed internal diagnostics using Putty, Toad, and basic SQL, and supported social media content planning and visual coordination.
Operations Executive
PT. Ratu Karya (Trevgo)
Dec 2022 - Feb 2024 (1 year 2 months)
Managed licensing and legal coordination with travel partners, developed SOPs for customer service and ticketing operations, and coordinated stakeholders to ensure operational compliance.
Onboarding Executive
PT. ZUZU Hospitality
Nov 2019 - Jan 2022 (2 years 2 months)
Onboarded and managed hotel partners across OTA platforms, operated hospitality management systems to align revenue and inventory data, and served as liaison between partners and operations teams.
Customer Service Team Lead
PT. Radikari
Apr 2019 - Nov 2019 (7 months)
Led and supervised 10–13 customer service agents, monitored KPIs, handled escalations via Zendesk, and maintained service quality standards.
Customer Care Representative
Feb 2014 - Apr 2019 (5 years 2 months)
Managed multi-channel customer inquiries across email, phone, live chat, and social media, and supervised and coached 8–10 agents to maintain SLA and customer satisfaction.
Education
Degrees, certifications, and relevant coursework
SMA Negeri 10 Bandar Lampung
Senior High School Diploma, General Senior High School
Completed Senior High School (SMA) with graduation in 2007.
Availability
Location
IndonesiaAuthorized to work in
Job categories
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