Risky Aryana

• Act as the single point of contact (SPOC) for all customer communications, inquiries, and service requests, ensuring a professional and responsive customer experience.
• Respond promptly and effectively to email and telephone inquiries from both internal stakeholders and external customers.
• Accurately log, categorize, and document incidents and service requests within the ticketing system in accordance with defined service management procedures and timelines.
• Ensure all service desk tickets are regularly updated, properly tracked, and progressed through to resolution.
• Prioritize and assign incidents and service requests to the appropriate technical teams or workstream owners to ensure efficient and timely resolution.
• Continuously monitor the status and progress of incidents and service requests to ensure compliance with target response and resolution times.
• Manage incidents through the Incident Management lifecycle, ensuring timely escalation, service restoration, and proper closure in line with established Service Level Agreements (SLAs).
• Provide customers with clear, timely notifications and status updates regarding incidents, service requests, and maintenance activities according to defined SLA communication standards.
• Identify, report, and escalate potential SLA breaches or service risks to relevant stakeholders to ensure proactive resolution and customer satisfaction.
• Demonstrate ownership and accountability for incident and service request management while maintaining a high standard of customer service.
• Coordinate the approval process for Requests for Change (RFC) and planned maintenance activities by engaging with designated change approvers to ensure approval timelines are met.

Lead and supervise the customer service team in handling customer claims and inquiries via phone and email (MON–FRI 9AM–5PM CST), ensuring high-quality and timely responses.

• Oversee the management of backend tickets from marketplace platforms such as Amazon, Sam’s Club, and Home Depot, ensuring issues are resolved efficiently and within service standards.

• Monitor recurring and potential customer issues, analyze root causes, and coordinate with the QC and Production teams to implement preventive solutions and improve product quality.

• Manage and escalate complex cases including damaged part replacements, returns, and refunds to the U.S. warehouse team while ensuring proper resolution and customer satisfaction.

• Ensure the team provides accurate information regarding product details, order status, and shipment tracking to customers.

• Supervise and manage the Shopify account operations, including order monitoring, customer communications, and issue resolution.

• Lead after-sales follow-up initiatives to ensure customers receive their orders without issues and to encourage positive online reviews and feedback.

• Conduct weekly team meetings and cross-department Zoom meetings, providing performance reports and customer insights to the CEO, Marketing, Production, and Warehouse teams.

• Guide the team in handling product-related questions, feedback, and complaints while maintaining professional and customer-focused communication.

• Maintain high customer service standards by ensuring the team consistently delivers first-class customer support and anticipates customer needs.

• Monitor customer feedback, surveys, and reviews to identify service improvement opportunities and implement corrective actions.

• Oversee customer account inquiries and ensure service complaints are resolved efficiently to maintain high customer satisfaction levels.

• Coach and support team members in building strong customer relationships through professional and courteous communication via phone and email.

• Manage escalated customer complaints with diplomacy, ensuring fair and effective resolutions.

• Ensure customer issues are handled calmly and professionally while providing appropriate solutions to maintain long-term customer loyalty.

• Improve customer service processes and workflows to enhance response time, service quality, and operational efficiency.

• Support the team in resolving technical or order-related issues by coordinating with internal departments to achieve timely first-time resolution.

• Serve as the primary point of contact for customer claims and inquiries via phone and email (Monday–Friday, 9:00 AM – 5:00 PM CST), ensuring timely and professional responses.
• Manage and resolve back end support tickets from marketplace platforms including Amazon, Sam’s Club, Home Depot, and other online sales channels.
• Monitor recurring customer issues, analyze root causes, and collaborate with Quality Control and Production teams to implement preventive solutions.
• Escalate cases related to damaged parts, replacements, returns, and refunds to the U.S. warehouse team and follow up to ensure timely resolution.
• Provide customers with accurate information regarding product specifications, order status, and shipment tracking details.
• Manage and maintain the Shopify account, including monitoring orders, customer inquiries, and issue resolution.
• Conduct after-sales follow-up calls to confirm successful order delivery, address any concerns, and encourage customer feedback and online reviews.
• Organize and lead weekly Zoom meetings and prepare weekly performance and issue reports for the CEO, Marketing, Production, and Warehouse teams.
• Assist customers with product-related questions, feedback, and complaints while ensuring a high level of service and satisfaction.
• Deliver exceptional customer service by anticipating customer needs and providing proactive support.
• Resolve service issues promptly to maximize customer satisfaction and maintain positive customer relationships.
• Monitor customer feedback, surveys, and reviews to identify service improvement opportunities and implement corrective actions.
• Handle customer complaints professionally and diplomatically, providing effective solutions to maintain customer loyalty.
• Build strong rapport with customers through courteous, clear, and professional communication via phone and email.
• Troubleshoot customer issues efficiently, identifying technical or order-related problems and providing timely first-contact resolution whenever possible.

• Managed and resolved back end tickets created by call center agents, addressing technical issues using Network Operation Automation Software.
• Escalated unresolved or complex cases to the appropriate departments, including IT, Network Operations, and Headquarters, ensuring timely resolution.
• Conducted customer call-backs to confirm that issues were fully resolved within established Service Level Agreements (SLAs).
• Supported churn prevention initiatives by proactively contacting customers, presenting attractive service packages and promotional offers to retain customers and improve satisfaction.
• Monitored and maintained the full life-cycle of customer cases to ensure proper documentation and prevent cases from exceeding Operational Service Level (OSL) timelines.
• Processed customer refunds and billing adjustments while preparing detailed chronological documentation and obtaining required managerial approvals.
• Worked remotely during the COVID-19 period (2020–2021), maintaining productivity, service quality, and response times in a fully remote environment.
• Troubleshot voice and data cabling issues to diagnose data transmission problems across systems and devices, supporting stable network connectivity.
• Provided guidance to clients on Computer Telephony Integration (CTI) systems to improve call management, tracking, and operational efficiency.
• Utilized ticketing systems to log, monitor, and accelerate incident resolution while ensuring accurate record-keeping.
• Resolved user service requests within defined target timeframes while maintaining high customer satisfaction and service quality standards.

• Handle customer inquiries and complaints through inbound calls, ensuring prompt and professional responses.
• Deliver First Call Resolution (FCR) whenever possible by effectively identifying issues and providing appropriate solutions.
• Accurately record all customer interactions, case details, and resolutions in the CRM system to maintain complete and up-to-date documentation.
• Create and manage backend support tickets for cases that require further investigation or escalation.
• Assist customers with package activation, service inquiries, and billing-related concerns.
• Identify opportunities to cross-sell or upgrade services/packages based on customer needs.
• Resolve customer issues related to product sales and service concerns efficiently while maintaining high service standards.
• Apply proper call handling procedures, including hold and transfer protocols, while maintaining call times within defined performance targets.
• Maintain strong product and service knowledge to provide accurate information and professional guidance to customers.
• Enhance customer satisfaction and loyalty by delivering friendly, helpful, and solution-oriented service.
• Collaborate with fellow call center team members and internal departments to continuously improve service quality.
• Follow established customer service guidelines and scripts to ensure consistency and compliance in handling customer interactions.
• Consistently strive to meet or exceed call center KPIs, including quality, productivity, and customer satisfaction metrics.