Open to opportunities

Sasha User

@sashauser7

Message

Customer Experience Specialist focused on escalation resolution and user satisfaction.

Indonesia

Message

What I'm looking for

I seek a role focused on escalation management and transaction resolution within a collaborative, remote-friendly team where I can improve user satisfaction and streamline case processes.

I am a Customer Experience Specialist with four years of experience supporting users across chat, call, and email channels, with a strong focus on escalation handling, transaction investigations, and maintaining high-quality case documentation. I have consistently improved resolution times and user satisfaction by coordinating with internal teams and external partners and by monitoring app reviews and CSAT feedback.

I bring hands-on experience with ticketing systems (Zendesk/Freshchat or similar), Google Workspace, and Microsoft Office, plus strengths in problem-solving, active listening, and remote collaboration. I seek to apply my attention to detail and empathy to roles that require efficient case management and clear user communication.

Experience

Work history, roles, and key accomplishments

Current

Operational Transaction Specialist

Current

Flip.id

Feb 2023 - Present (2 years 9 months)

Investigated pending transactions and coordinated with cross-functional teams to resolve account and transaction issues, improving resolution time and user satisfaction scores.

Case Management Transaction Monitoring Google Workspace Documentation

Customer Experience Specialist

Flip.id

Mar 2022 - Feb 2023 (11 months)

Managed cross-channel escalations and collaborated with internal teams and partners to resolve user and transaction-related issues while monitoring app reviews and conducting CSAT follow-ups.

Escalation Management Partnering App Review Monitoring CSAT Google Workspace Ticketing Systems

Inbound Support Agent

Flip.id

Jan 2020 - Mar 2022 (2 years 2 months)

Delivered multi-channel customer support via phone, chat, and email, documented cases accurately and escalated complex issues to ensure proper follow-up and resolution.

Phone Support Chat Support Email Support Case Documentation Ticketing Systems Customer Empathy

Call Center Agent

Bank Mandiri

Jan 2019 - Jan 2020 (1 year)

Handled inbound customer inquiries and complaints, serviced requests, and cross-sold banking products while maintaining service quality and compliance standards.

Inbound Calls Cross Selling Compliance Communication Problem Solving Documentation

Educator Assistant

TB TK Ceria TimOho

Jan 2018 - Jan 2019 (1 year)

Assisted in early childhood learning activities, prepared lesson materials, supported classroom management, and occasionally led small group sessions to foster a safe engaging environment.

Classroom Management Early Childhood Support Communication Organization