Nuha Afifah
@nuhaafifah
I scale customer experience and sales operations teams while improving SLA performance, lead pipelines, and service delivery.
IndonesiaWhat I'm looking for
I've led customer experience, sales administration, and support operations across eCommerce, BPO, and agency environments. At Flokq, I doubled the Sales Admin team from 3 to 6 people and expanded operations from one to two pipelines within 90 days.
At Ivosights Yogyakarta, I progressed from English Customer Service Agent to Senior Team Leader, ultimately leading 25+ agents across live chat and email. I manage 24/7 scheduling, coach teams through quality issues, optimize ART, FRT, CSAT, and lead operational reporting for client stakeholders.
Experience
Work history, roles, and key accomplishments
Senior Customer Service Representative
Caspian Digital Solutions
May 2026 - Sep 2026 (4 months)
Generated comprehensive operational performance reports and overhauled CMS lead tracking protocols. Served as primary client advisor for qualified inbound leads from Meta ad campaigns.
Education
Degrees, certifications, and relevant coursework
Sanata Dharma University
Bachelor's Degree, English Literature
2017 - 2021
Grade: 3.41 / 4.00
Pursued a Bachelor's Degree in English Literature, graduating with a GPA of 3.41 out of 4.00.
Tech stack
Software and tools used professionally
Availability
Location
IndonesiaAuthorized to work in
Job categories
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