Summary
Overview
Work History
Education
Skills
Timeline
Work Availability
Currentlocation
Projects
Languages
Certification
Software
Websites
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Wanda Anindya

Wanda Anindya

North Jakarta,Jakarta

Summary

Dynamic and innovative professional with a solid foundation in customer support, business operations, and project management. Recognized for strategic thinking and meticulous attention to detail, excelling in environments that require analytical precision, creative problem-solving, and a proactive approach to daily operations. Experience spans across various industries, including fintech and Health & Wellness, with a proven record of accomplishment in driving operational efficiency, leading projects, and consistently exceeding performance metrics. Well-equipped to support and optimize strategic business initiatives in a Business Operations role.

Overview

10
10
years of professional experience
2
2
Language
1
1
Certificate

Work History

Customer Support Specialist - English Line

Binance Holdings Ltd.
Remote
03.2023 - Current
  • Operational Efficiency: Led the improvement of first-contact resolution rates by implementing comprehensive troubleshooting strategies, which directly contributed to customer satisfaction and retention
  • Cross-Functional Collaboration: Managed communications across diverse languages, ensuring smooth support operations and contributing to the company's global reach and operational excellence
  • Process Improvement: Enhanced process efficiency by utilizing advanced CRM systems and translation tools, directly impacting the effectiveness and accuracy of customer interactions and aligning with strategic business objectives
  • Technical Problem-Solving: Collaborated with cross-functional teams to resolve complex technical issues, driving prompt and effective solutions that met strategic goals and maintained system integrity.

Customer Support Specialist - Indonesian Line

Binance Holdings Ltd.
Remote
11.2022 - 03.2023
  • Team Leadership & Strategy: Mentored and guided junior team members, fostering a culture of continuous improvement and knowledge sharing, which improved team performance and operational outcomes
  • Operational Excellence: Developed and implemented new strategies that significantly boosted first-contact resolution rates, reflecting an increase in overall operational efficiency and aligning with the company's strategic objectives
  • Performance Metrics: Consistently achieved or exceeded performance targets, demonstrating strong problem-solving skills and a commitment to operational excellence.

KYB (Know Your Business) Analyst Support

Binance Holdings Ltd.
Remote
07.2022 - 10.2022
  • Compliance & Risk Management: Played a key role in enhancing KYB (Know Your Business) compliance processes, reducing the risk of financial crimes by implementing rigorous customer due diligence and risk assessments
  • Process Optimization: Contributed to cross-functional projects focused on optimizing compliance procedures, resulting in an 85% improvement in accuracy and cost reduction, directly supporting the company's operational goals
  • Regulatory Collaboration: Collaborated with various departments to ensure compliance with industry standards and regulations, reinforcing Binance's commitment to secure and compliant operations.

Customer Support Specialist - English & Indonesian

Binance Holdings Ltd.
Remote
01.2022 - 06.2022
  • Bilingual Support & User Experience: Provided bilingual support via live chat, streamlining account opening processes and enhancing user experience, which supported the company's expansion into diverse markets
  • Product Improvement: Collaborated with teams to improve product features based on customer feedback, directly contributing to the company's strategic goals of user-centered design and operational efficiency.

Customer Experience Specialist

Stable Massage of Stable Group Pty Ltd
Jakarta & Melbourne, VIC
08.2019 - 01.2022
  • Customer Satisfaction & Service Quality: Boosted customer satisfaction by addressing client issues swiftly and providing personalized service experiences, aligning with company goals to enhance client retention and satisfaction
  • Performance Reporting & Strategy: Liaised with management to share insights on team performance, leading to service enhancements that improved overall operational efficiency
  • Operational Support: Managed inbound and outbound communications, scheduled appointments, and supported sales and marketing efforts, ensuring alignment with strategic business objectives
  • Team Development: Played a crucial role in developing and training new team members, resulting in improved team performance and operational efficiency.

Acting Manager

Stable Massage of Stable Group Pty Ltd
Jakarta & Melbourne, VIC
05.2019 - 08.2019
  • Leadership & Process Improvement: Directed junior staff's professional development, fostering leadership growth and operational efficiency within the organization, which supported company-wide objectives
  • Cross-Functional Team Management: Steered cross-functional teams towards achieving company-wide objectives, fostering a culture of teamwork and innovation
  • Operational Efficiency: Introduced process enhancements, leading to a significant increase in operational efficiency across departments, aligning with strategic goals.

Customer Care Specialist

Stable Massage of Stable Group Pty Ltd
Jakarta & Melbourne, VIC
01.2019 - 04.2019
  • Advanced Training & Operations: Selected for an advanced, two-week intensive training in Melbourne, which significantly improved business operations and overall service delivery. This opportunity was granted based on performance excellence and early impact within the company
  • Customer Support & Technology Utilization: Enhanced customer satisfaction by promptly resolving issues and effectively utilizing reservation software, supporting the company's operational goals
  • High-Pressure Operations: Handled high call volumes, maintaining professionalism and a customer-centric approach even in high-pressure situations.

Customer Service and Pricing Specialist

Seacon Logistik
North Jakarta
09.2018 - 12.2018
  • Vendor Negotiation & Compliance: Negotiated shipment rates with vendors, ensuring compliance with Incoterm requirements, which supported the company's strategic goals of cost efficiency and regulatory compliance
  • Logistics Coordination: Maintained strong relationships with carriers and clients, ensuring smooth coordination of international shipments and alignment with operational objectives
  • Financial Accuracy & Pricing Management: Provided pricing management and secured competitive rates, ensuring accuracy in financial aspects of shipments, which directly impacted the company's profitability.

Customer Support Specialist & Quality Trainer

PT Quantum Media Communications Indonesia
South Jakarta
02.2017 - 03.2018
  • Training & Productivity: Developed comprehensive training programs to enhance agent performance, which led to improved productivity and service delivery, directly contributing to company goals
  • Workflow Optimization: Streamlined workflow processes, leading to improved productivity and service delivery, supporting the company's strategic focus on operational excellence.

Inbound Call Center Representative

PT Quantum Media Communications Indonesia
South Jakarta
03.2016 - 02.2017
  • Client Satisfaction & Efficiency: Handled escalated calls professionally, resolving complex issues to ensure client satisfaction and maintaining one of the highest accuracy and efficiency rates, which supported operational goals
  • Client Retention Strategy: Suggested a new tactic to persuade cancelling customers to stay with the company, resulting in a 5% decrease in cancellations, aligning with the company's strategic goals.

Marketing Specialist

Language and Beyond of PT Cipta Sumber Berkat
South Tangerang, Indonesia
09.2015 - 02.2016
  • Strategic Marketing & Client Engagement: Launched and spearheaded marketing and promotional campaigns, securing appointments and conducting comprehensive interviews, supporting the company's strategic growth objectives
  • Market Research & Data-Driven Strategy: Conducted thorough market research and competitor analysis, resulting in optimized customer engagement and a 70% surge in client satisfaction, the highest individual achievement within the company.

Kindergarten English Teacher

Al-Hikmah Islamic Preschool & Kindergarten
Tangerang
06.2014 - 07.2015
  • Educational Innovation & Student Engagement: Enhanced students' reading comprehension and engagement through innovative teaching methods, which supported educational goals
  • Performance Improvement: Achieved a 35% increase in average quiz scores by introducing a novel teaching method, directly contributing to student success and satisfaction.

Education

High School Diploma -

SMA Negeri 3 Jakarta

Skills

Business Strategy & Operations: Experience in developing and executing business strategies, optimizing operations, and managing projects to meet strategic goals

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Timeline

Customer Support Specialist - English Line

Binance Holdings Ltd.
03.2023 - Current

Customer Support Specialist - Indonesian Line

Binance Holdings Ltd.
11.2022 - 03.2023

KYB (Know Your Business) Analyst Support

Binance Holdings Ltd.
07.2022 - 10.2022

Customer Support Specialist - English & Indonesian

Binance Holdings Ltd.
01.2022 - 06.2022

Customer Experience Specialist

Stable Massage of Stable Group Pty Ltd
08.2019 - 01.2022

Acting Manager

Stable Massage of Stable Group Pty Ltd
05.2019 - 08.2019

Customer Care Specialist

Stable Massage of Stable Group Pty Ltd
01.2019 - 04.2019

Customer Service and Pricing Specialist

Seacon Logistik
09.2018 - 12.2018

Customer Support Specialist & Quality Trainer

PT Quantum Media Communications Indonesia
02.2017 - 03.2018

Inbound Call Center Representative

PT Quantum Media Communications Indonesia
03.2016 - 02.2017

Marketing Specialist

Language and Beyond of PT Cipta Sumber Berkat
09.2015 - 02.2016

Kindergarten English Teacher

Al-Hikmah Islamic Preschool & Kindergarten
06.2014 - 07.2015

High School Diploma -

SMA Negeri 3 Jakarta

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Currentlocation

North Jakarta, Jakarta Metropolitan Area, Indonesia

Projects

Online Store Project

Oct 2020 - Nov 2020 

Associated with Stable Massage

Project Overview: Developed and launched an online store to sell massage e-vouchers and therapeutic products in response to a significant drop in clinic visitors due to the pandemic's impact on the Health & Wellness industry. The project aimed to maintain revenue streams and reach customers through online channels.


Key Responsibilities:

  • Set up and managed the online store using Shopify, ensuring a user-friendly interface and seamless customer experience.
  • Integrated the payment gateway with the main website to streamline the purchasing process for customers.
  • Handled confidential customer information securely, adhering to data protection regulations.
  • Created and optimized web content to enhance product visibility and improve SEO rankings.
  • Collaborated with cross-functional teams to manage the project from conception to launch.
  • Conducted market research and analytics to identify customer needs and drive business development strategies.


Skills Utilized: Web Applications, Web Content Writing, User Experience (UX), Customer Relationship Management (CRM), E-Commerce, Project Management, Business Development, Analytics, Web Design, Attention to Detail, Communication, Problem Solving.


Achievements:

  • Successfully increased voucher sales by 55% and contributed to a 10.97% overall increase in sales during the pandemic.
  • Delivered a fully functional online store (https://stablemassage.myshopify.com/) and integrated a payment gateway on the main website (https://stablemassage.com.au/gift-vouchers/), enhancing customer convenience and boosting sales.

Languages

English
Bilingual or Proficient (C2)
Indonesian
Bilingual or Proficient (C2)

Certification

Remote Team Management - LinkedIn - Lifetime

Software

Asana

Confluence

Shopify

Mailchimp

Survey Monkey

Mind&Body

Google Workplace Suite

Microsoft 365

Zoiper

Buffer

Canva

Wordpress

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