AYIK EVRIE TIANA

Finance Operation:

• Proactively monitored crypto asset balances across internal and external channels to ensure system stability and operational continuity.
• Collaborated with cross-functional teams including Tech and Operations to maintain seamless fund availability for transactional use.
• Prepared and analyzed daily and weekly financial reports to support decision-making and performance tracking.
• Assisted in refining financial workflows and contributed to the development of more efficient standard operating procedures (SOPs).
• Helped identify and implement improvements in reconciliation and fund distribution processes.

KYC Analyst:

• Verified customer identities using official documents (KTP, passport) in compliance with regulatory KYC standards.
• Processed an average of 800 customer verifications per day with a high accuracy rate and consistent turnaround time.
  Ensured accurate and compliant data input in internal systems based on company policy.
• Analyzed customer profiles to detect and escalate suspicious or potentially fraudulent activity to the appropriate teams.
• Maintained up-to-date and well-organized documentation as required by internal and regulatory standards.

• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• Provided personalized service, anticipating customer needs and offering tailored solutions.
• Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
• Provided personalized service, anticipating customer needs and offering tailored solutions.
• Managed up to 993 customer emails in a performance period, contributing 35% of team volume and ranking among the top performers.
• Consistently met in less than 24 hour SLA response times, boosting overall customer satisfaction and operational efficiency.
• Actively reported and documented technical issues via JIRA, enhancing product troubleshooting and issue resolution workflows.
• Maintained high-quality customer service standards, with error rates kept below ten percent based on ticket sampling audits.
• Collaborated cross-functionally with Business Development, Tech, and Operations teams to resolve customer issues and refine SOPs.
• Achieved 103% of overall performance target with a "Meets Expectations" rating in internal evaluation

• Managed day-to-day operations of multiple client marketplaces (Tokopedia, Shopee, Blibli), ensuring listings were accurate, updated, and fully optimized to maximize visibility and sales performance.
• Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
• Implemented tailored promotional strategies for each brand, resulting in increased traffic and conversion rates during campaign periods.
• Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
• Coordinated and executed seasonal marketplace campaigns to ensure competitive positioning and relevance in the market.
• Assisted brand executives in maintaining high operational standards, including stock alignment, content quality, and response time to buyer inquiries.
• Contributed to the overall improvement of client satisfaction by ensuring seamless marketplace experience and timely issue resolution.