Alwi Wiguna

Detail-oriented Operations and Quality Assurance professional with a proven track record bridging direct customer care and platform integrity. Highly experienced in handling over 500 weekly live chat inquiries for the US e-commerce market and serving as a Subject Matter Expert (SME) and final Quality Assurance arbitrator for complex policy enforcement cases. Driven by strong attention to detail, consistently maintaining a 94%+ Customer Satisfaction (CSAT) score and 95%+ content moderation accuracy.

Adept at thriving in high-volume, fast-paced environments, adapting quickly to evolving policies, and collaborating seamlessly across cross-functional teams.

Content Moderator at TELUS Digital (2024-09 – 2026-08)

• High-Volume Content Moderation: Moderated 4,000+ cases of user-generated content (text, images, and video) weekly using platforms such as Lark, TCS, and OPUS, ensuring strict compliance with platform standards.
• Target & Accuracy Achievement: Achieved a 95% moderation accuracy rate and a 4.40/5.00 performance score while consistently exceeding the daily productivity target of 800 cases.
• Community Policy Enforcement: Enforced community guidelines by swiftly identifying and actioning harmful, inappropriate, or policy-violating materials.
• Workflow Optimization: Collaborated closely with QA analysts and team leads to optimize workflow efficiency and adapt quickly to continuously evolving content policies.

Outsourced Quality Team Analyst at TELUS Digital (2025-06 – 2026-04)

• Quality Evaluation & Auditing: Evaluated 1,025+ first-round moderation cases weekly using platforms such as Lark, TCS, and OPUS to ensure rigorous consistency, accuracy, and strict adherence to client platform policies.
• Discrepancy & Policy Arbitration: Acted as a Subject Matter Expert (SME) and final arbitrator, resolving complex discrepancies and correcting incorrectly tagged content to safeguard platform integrity.
• Internal Team Calibration: Spearheaded internal policy calibration discussions with Team Leaders and Quality Analysts to align on critical guidelines and enhance overall team accuracy.
• Client Collaboration & Trend Analysis: Partnered with clients in external calibration meetings, analyzing top error trends and formulating actionable strategies to mitigate recurring mistakes.

Customer Support Representative at Concentrix (2023-12 – 2024-09)

• US E-Commerce Support: Resolved an average of 590 English-language live chat inquiries weekly for the US e-commerce market using Zendesk and CSD, delivering high-speed, precise support.
• CSAT & Probing Expertise: Utilized targeted probing techniques to accurately evaluate American consumer needs and deliver tailored solutions, consistently maintaining a CSAT score above 94%.
• End-to-End Case Management: Managed end-to-end customer care processes, guiding international users through shipment tracking, order exchanges, refunds, and reshipments.
• Policy & Product Knowledge: Maintained comprehensive mastery of e-commerce policies, product knowledge, and fast-fashion industry trends to provide authoritative resolutions.

Project Support (Remote) at Daya Dimensi Indonesia (2021-08 – 2022-07)

• Virtual Event Facilitation: Supported facilitators during virtual classes and meetings, acting as Host, Moderator, and primary Zoom technical administrator to ensure seamless session execution.
• Project & Logistics Coordination: Collaborated closely with Project Managers to coordinate logistics for virtual assessment centers and live events, delivering a stress-free experience for attendees.
• Administrative & Quality Control: Handled key administrative tasks across all project phases, including preparing event materials, monitoring quality control, and compiling post-program evaluation reports.
• Enterprise Client Support: Provided reliable operational support for major client programs, including Kemendikbud (Sekolah Penggerak), PLN, BRI, Astra International, and Pertamina Group.