YANSEN MARSIM
Sr. System Development Collaborative Commerce Customer Care
Jakarta,ID
Summary
I'm experienced Customer Support and Systems Operations professional with over a decade of expertise across customer service, knowledge management, procurement, and system supervision. With a background in Accounting Management, I have developed strong technical skills in ticketing systems, CRM tools, e-learning platforms, and cross-functional collaboration. Your career demonstrates consistent growth—from customer care roles to leading system stability, security, and development initiatives—supported by strong communication, training, and team leadership abilities.
Overview
24
24
years of professional experience
Work History
Sr. System and Development Collaborative Commerce Supervisor
PT. Nusa Satu Inti Artha
Jakarta, ID
01.2021 - Current
- Focus on define, maintaining stability, ensure security and reliability ticketing system
- Manage servers, databases, networks, and other infrastructure components.
- Provide e-learning dashboard system for Agents and related team
- Collaborate with internal team, Knowledge Management, QA Assurance, Performance and outside internal team (e.g Second layer / technical operation supports, Security Teams)
- Ensure systems and applications work together smoothly.
- Monitor system health, perform backups, and manage disaster recovery plans. (e.g server emails and internal dashboards)
- Enforce security policies and manage access controls.
- Collaborate with backend team and Involves creating and improving software applications that meet Agents and needs.
- Maintaining document versioning for customer care agent, maintenance, and knowledge sharing.
- Collaborate and work closely with cross-functional teams including business analysts, QA testers, and end users (SIT and UAT internal Dashboard)
- Stay updated on new technologies and recommend improvements or new automation solutions.
- Www.doku.com
Team Leader Knowledge and Management Care
PT. Nusa Satu Inti Artha
Jakarta, ID
09.2018 - 01.2021
- Conduct and facilitate training needs assessment
- Develop training materials
- Measuring training effectiveness and gather feedback from customer care Agents
- Collaborating with other departments develop an e-Test learning plan
- Facilitating and instructioning guidance
- Create Manual Guidances and provide SOP products knowledge from Sales Team
- Collaborate with back-end team to provide manual to automation e-learning tools for Agents.
- Collaborate with Quality Assurance and Performance team to do refreshments trainings.
- Www.doku.com
Supervisor of Customer Care
PT. Nusa Satu Inti Artha
Jakarta, ID
08.2017 - 09.2018
- Manage and prioritize email queues within SLAs.
- Assist with product inquiries, order issues, returns and top-up questions
- Collaborate with internal departments to resolve complex cases.
- Handle escalated customer and merchants issue via Ticketing Systems.
- Update issues to managements and develop process improvements.
- Collaborate with quality assurance to monitor and improve email handling performance.
- Www.doku.com
Junior Customer Care
PT. Nusa Satu Inti Artha
08.2016 - 08.2017
- Response customers and merchant email and phone complain handling.
- Identify and troubleshoot issues and provide clear resolutions and suggest improvements.
- Escalate issues when necessary to Second layer / Technical Support Operations.
- Record interactions in our CRM system.
- Manage a good feedback to customers and merchants to maintain qualities.
- Www.doku.com
Procurement Officer
S & L Precision Engeneering
12.2015 - 03.2016
- Maintain complete updating purchasing records/data and pricing in the system.
- Execution and monitoring all regular purchasing duties.
- Coordinate with user departments and supplier in the purchasing scope of work for project assigned.
- Coordinate with suppliers to ensure on-time delivery.
- Responsible for the preparation and process purchase orders and documents in accordance with company policies and procedures.
- Monitor and co-ordinate deliveries of items between suppliers to ensure that all items are delivered to site/store on time.
- Source, select and negotiate for the best purchase package in terms of quality, prices, terms, deliveries and services with suppliers.
- Purchase and issue order in accordance to specification.
- Plan and manage inventory levels of materials or products.
Customer Service and Graphic Designer
PT. Garuda Meradja Teknik
01.2015 - 11.2015
- Do sales and customer demand on related items purchased and ready to send.
- Updating expenses and income items that come from the supplier and recorded into the system.
- Take the goods in Warehouse and taking photos that will add to catalog sales.
- Operating Photoshop and CorelDraw.
Sales Marketing
Innphoenix Advertising Agency
12.2013 - 05.2014
- Maintain existing and searching for a new client to reach a target.
- Arranging and meeting with client.
Procurement Officer
PT. Dok Pantai Lamongan
10.2011 - 11.2013
- Ensure competent quality execution of all regular purchasing duties and Administration works.
- Maintain complete updating purchasing records/data and pricing in the system.
- Prepare reports and summarize data.
- Schedule store visits and conduct competitor survey.
- Execution and monitoring all regular purchasing duties.
- Coordinate with user departments and supplier in the purchasing scope of work for project assigned.
- Assist in managing and following up overseas orders.
- Coordinate with suppliers to ensure on-time delivery.
- Responsible for the preparation and process purchase orders and documents in accordance with company policies and procedures.
- Monitor and co-ordinate deliveries of items between suppliers to ensure that all items are delivered to site/store on time.
- Source, select and negotiate for the best purchase package in terms of quality, prices, terms, deliveries and services with suppliers.
- Purchase and issue order in accordance to specification.
- Plan and manage inventory levels of materials or products.
- Monitor and co-ordinate deliveries of items between suppliers (local/overseas).
Customer Service / Data Entry
PT. Pandu Siwi Sentosa (Pandu Logistic)
07.2009 - 08.2011
- Serving complaint lose customers in the search packet / documents.
- Instrumental in making a sale in the office.
- Entering purchase order delivery of data delivery reports from out of town in order to facilitate the search for items in the warehouse / office.
- Maintain and perform re-checking of the packet / documents received to avoid damage and loss.
- Immediately report to the sender of the city in case of damage or loss of package / documents warehouse to follow up on the issues.
- Make a report to the head of the packet / documents that have problems because there is no purchase order number so that the delivery can not know where the goods are shipped.
Radio Announcer (Part Timer)
Gress 88.00 FM Radio Station
08.2009 - 03.2010
- Create the material regarding the latest news and information that is being widely discussed in the community.
- Do resetting any songs that are served every day.
- Must participate in all activities aimed at improving radio and support creativity and quality of the company.
- Provide new ideas and conduct research to support the advancement of the radio. Such as promotions, events and quizzes with prizes to the public.
- Make daily reports and summarized each week on progress to determine interests that what community are doing.
Data Entry Manager
Health Foundation Yayasan Gaya Batam
08.2007 - 06.2009
- Duties and responsibilities as a data entry in the control program.
- Entry all medical record data to system.
- Managing and analyzing field data coverage and beneficiaries in accordance with the request of FHI/ASS and needs in the field.
- Creating tabulation and data required for reports regarding field activities.
- Issue a monthly tabulation of results and montly progress (tables and graphs).
- Willing to do the work as instructed by the leadership within the capacity of his work.
- Participate in regular meetings supervision staff.
- Participate in every activity.
- Adherence to follow the standards of confidentiality and professionalism.
- Submitting reports to donors every month.
Radio Announcer (Part Timer)
Seila 104.3 FM Radio Station
01.2009 - 05.2009
- Create the material regarding the latest news and information that is being widely discussed in the community.
- Do resetting any songs that are served every day.
- Must participate in all activities aimed at improving radio and support creativity and quality of the company.
- Provide new ideas and conduct research to support the advancement of the radio. Such as promotions, events and quizzes with prizes to the public.
- Make daily reports and summarized each week on progress to determine interests that what community are doing.
Customer Service / Basic Windows Computer Trainer
Reiden College (Computer Course)
11.2006 - 05.2007
- Teaching a computer class for basic modules.
- Providing daily task to students.
- Helping students to learn, overcome and master difficulty in every lesson.
- Create reports and daily activities of the lessons and assignments that students carry out each week.
Customer Service / Technical Support
Kampong Net (Cyber Café)
08.2004 - 10.2006
- Open Shop and prepare daily needs.
- Clean up any room computer available.
- Re-stock notice beverage, papers, inks and recorded in the daily report.
- Prepare financial statements and income and expenditure every day and submitted to superiors.
- Pay attention to the store’s inventory and make improvements early stages of software and hardware so that no further damage.
- Re-doing repairs on the electrical cable computer needs each day.
- Before closing the store must be returned clean the shop.
Customer Service
PT. Apple Prima Persada
04.2002 - 02.2003
- Receiving customer requests for printing stickers, posters, business cards, neon, banners and a variety of digital printing needs.
- Serve customer complaints such as error in writing, paper quality or damage problems in printing.
- Fast and responsive when there are problem that arise, immediately brought to the production and superiors to be checked again.
- Assist in every activity designer so printing can be resolved quickly and accurately.
Education
Senior High School - Accounting Management
SMK Kartini
Batam01.2003
Junior High School - undefined
SLTP Kristen Immanuel
Batam01.2000
Elementary School -
SD Budi Utomo
Medan01.1997
Skills
10 years experience in customer supports satisfactions
undefinedInterests
Go to the gym, Singing and Travelling
Timeline
Sr. System and Development Collaborative Commerce Supervisor
PT. Nusa Satu Inti Artha
01.2021 - Current
Team Leader Knowledge and Management Care
PT. Nusa Satu Inti Artha
09.2018 - 01.2021
Supervisor of Customer Care
PT. Nusa Satu Inti Artha
08.2017 - 09.2018
Junior Customer Care
PT. Nusa Satu Inti Artha
08.2016 - 08.2017
Procurement Officer
S & L Precision Engeneering
12.2015 - 03.2016
Customer Service and Graphic Designer
PT. Garuda Meradja Teknik
01.2015 - 11.2015
Sales Marketing
Innphoenix Advertising Agency
12.2013 - 05.2014
Procurement Officer
PT. Dok Pantai Lamongan
10.2011 - 11.2013
Radio Announcer (Part Timer)
Gress 88.00 FM Radio Station
08.2009 - 03.2010
Customer Service / Data Entry
PT. Pandu Siwi Sentosa (Pandu Logistic)
07.2009 - 08.2011
Radio Announcer (Part Timer)
Seila 104.3 FM Radio Station
01.2009 - 05.2009
Data Entry Manager
Health Foundation Yayasan Gaya Batam
08.2007 - 06.2009
Customer Service / Basic Windows Computer Trainer
Reiden College (Computer Course)
11.2006 - 05.2007
Customer Service / Technical Support
Kampong Net (Cyber Café)
08.2004 - 10.2006
Customer Service
PT. Apple Prima Persada
04.2002 - 02.2003
Junior High School - undefined
SLTP Kristen Immanuel
Senior High School - Accounting Management
SMK Kartini
Elementary School -
SD Budi Utomo