Dinny Mayangsari
Service Recovery Team Associate Lead
Depok
Summary
Dedicated Customer Service Operations Professional with 6 years of experience at Shopee. Proven expertise in dispute resolution, service recovery, logistics coordination, and managing customer inquiries. Skilled in team leadership, process improvement, and fraud detection. Adept at collaborating with cross-functional teams to enhance customer satisfaction and optimize service quality. Strong background in handling escalations, mentoring teams, and achieving KPI targets consistently.
Overview
6
6
years of professional experience
Work History
Service Recovery Team Associate
Shopee Indonesia
Jakarta, Jakarta
03.2021 - Current
- Manage day-to-day operations of the service recovery team, overseeing a group of 8 agents.
- Provide direct support for internal team escalations, ensuring prompt resolution.
- Collaborate with QA and Training teams to coach and mentor new hires, ensuring readiness for their roles.
- Monitor agent performance to achieve KPI targets; conduct coaching for underperforming agents.
- Ensure compliance with Service Level Agreements (SLA) and maintain quality control standards.
- Handle complex complaints, especially those escalated via Social Media or Top Management channels.
- Generate and present daily and weekly performance reports to upper management.
- Coordinate with Marketing, PR, and Communications teams to relay customer feedback and align service strategies.
Agent Service Recovery Team
Shopee Indonesia
Jakarta, Jakarta
09.2020 - 03.2021
- Manage and resolve case backlogs handed over from other teams to ensure no issues remain unresolved.
- Handle potentially viral cases and ensure they are resolved promptly and professionally to prevent escalation.
- Provide clear and effective education to customers via call and email, explaining solutions and next steps.
- Ensure all assigned cases are consistently followed up and resolved in a timely manner.
Dispute Analyst & Resolution Specialist
Shopee Indonesia
01.2020 - 08.2020
- Resolve disputes between sellers and buyers fairly and efficiently.
- Liaise with 3PL (Third-Party Logistics) providers to clarify shipping status and address delivery issues.
- Document and produce reports on new dispute cases and implemented solutions.
Agent Operation Analyst
Shopee Indonesia
08.2018 - 12.2019
- Respond to customer inquiries from sellers and buyers via chat.
- Manage and resolve customer-related issues and escalations.
- Develop and update call center processes and FAQs to streamline operations.
- Identify and investigate fraudulent account activities and violations of platform policies.
- Monitor and delist prohibited products to ensure platform compliance.
Education
Pendidikan IPS
Universitas Negeri Jakarta
Jakarta, Indonesia03-2018
Skills
- Customer Service Operations
- Dispute Resolution
- Service Recovery
- Team Leadership & Coaching
- Process Improvement
- Cross-Functional Collaboration
Timeline
Service Recovery Team Associate
Shopee Indonesia
03.2021 - Current
Agent Service Recovery Team
Shopee Indonesia
09.2020 - 03.2021
Dispute Analyst & Resolution Specialist
Shopee Indonesia
01.2020 - 08.2020
Agent Operation Analyst
Shopee Indonesia
08.2018 - 12.2019
Pendidikan IPS
Universitas Negeri Jakarta
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