Where My Journey Began
I started my professional career in operational contact centers, working with multinational companies and startups for over a decade.
Those years built a strong foundation in customer service excellence, performance monitoring, and operational discipline.
When the Covid-19 pandemic reshaped how the world worked, I made a life-changing decision to transition into remote work and became a Virtual Assistant.
Today, I support businesses with performance tracking, operational coordination, KPI monitoring, and structured execution that drives consistent results. I work quietly behind the scenes so clients can focus on growth while their day-to-day operations run smoothly.
In addition to operational support, I also bring expertise in off-page SEO, helping brands improve their search visibility through link building, backlink analysis, keyword research, and other strategic off-page initiatives.
I understand how important structure, clarity, and efficiency are — and I bring these principles into every project I handle.
Work Experience
- April 2026 | Sugiarti Rosbak — growithati.com
SEO Audit, Content Optimization & Backlink Research (Internship Project)
- 2024 – 2025 | Quality Assurance Assistant — Gromenko & Partners Pte Ltd (SGB VA)
Conducted structured weekly QA evaluations for 28+ sales representatives, delivering actionable feedback to improve customer engagement and sales effectiveness. Designed KPI-based performance reports, strengthened tracking accuracy, and collaborated with management to identify performance gaps and support targeted training initiatives.
- 2023 – 2024 | Client Support & Project Coordination — ANTARA Branding Agency
Managed client communications and coordinated stakeholders across branding projects, ensuring clear alignment on timelines and deliverables. Supported cross-functional teams to maintain smooth execution and on-time project completion while strengthening client relationships.
- 2014 – 2021 | Customer Service & QA Manager — PT Global Tiket Network (tiket.com)
Led multi-channel customer service operations with 90%+ CSAT, coached and developed agents to improve performance by up to 35% within three months, and resolved escalated cases while contributing to a 25% improvement in service standards.
- 2003 – 2014 | Contact Center Assistant Manager — PT Sampoerna Telekomunikasi Indonesia (Ceria)
Handled escalated customer cases with an 85% resolution rate and conducted onboarding and training programs that improved new agent performance by 25% within the first month, ensuring consistent service quality and operational efficiency.
Education
1997 – 2002
Jenderal Soedirman University | Bachelor’s Degree
Bachelor’s Degree in Law with strong analytical and structured problem-solving skills.
Skills & Expertise
- Customer & Client Operations Management; Multi-channel support, stakeholder communication, service excellence, and operational coordination.
- Quality Assurance & Performance Analysis; KPI tracking, evaluation frameworks, and performance reporting.
- Off-Page SEO & Search Visibility Support; Link building research, backlink analysis, competitor mapping, keyword research, and off-page SEO strategy to improve search rankings.
- Remote Collaboration & Digital Tools; CRM management, project coordination, documentation systems, and cross-functional remote teamwork.
Tools I Work With
I am experienced with tools such as Google Workspace, Microsoft Office, Salesforce, Kommo, Slack, ClickUp, Notion, Zoom, Canva, and CapCut.
Detail-Oriented
I pay attention to the details that make a big difference.
Clear Communication
I keep communication simple, clear, and straight to the point.
Respecting Time
I value deadlines and always deliver on time.
Reliable & Consistent
You can count on me to get the job done the right way.