Auri Wiraadi

Customer Support Agent with 3+ years of experience delivering professional, empathetic, and retention-focused support to international users across fully remote environments. Proven ability to respond promptly and accurately across multiple online platforms, navigate complex and challenging situations with composure, and consistently maintain high service quality standards. Adept at documenting customer interactions, identifying recurring issues, and collaborating with cross-functional teams to drive process improvements.

Maintained QA scores above 90% and CSAT averaging 90% while handling high volumes of inquiries with fast, accurate written communication in English. Highly adaptable, emotionally intelligent, and energetic — thriving in fast-paced, dynamic support environments with a proactive, can-do approach.

Customer Support Agent (Remote) at 5CA (2024-09 – 2026-01)

• Served as first point of contact for a global user base, responding promptly and professionally to high volumes of customer inquiries via live chat and email across multiple online platforms and publisher brands.
• Resolved account, technical, and gameplay issues end-to-end with a clear focus on customer retention and long-term satisfaction, maintaining CSAT scores averaging 90%.
• Navigated emotionally charged and complex situations with composure and empathy, applying de-escalation techniques to turn difficult interactions into positive outcomes.
• Maintained QA scores consistently above 90%, demonstrating a strong commitment to accuracy, service quality, and adherence to internal standards across all interactions.
• Documented customer interactions and case resolutions accurately in CRM systems (Salesforce / Zendesk), contributing to team knowledge bases and supporting process improvement initiatives.
• Collaborated with cross-functional internal teams to escalate recurring issues, share feedback patterns, and help shape improvements to the overall customer experience.
• Adapted communication style and service standards across multiple brands and customer types, from non-technical users to highly experienced players, ensuring consistent quality throughout.
• Achieved average handle times of under 5 minutes for standard tickets and under 8 minutes for technical cases, reflecting fast, accurate typing and efficient problem-solving in English.

Freelance Customer Service Representative at Ninja Logistics Pte Ltd (2018-12 – 2020-08)

• Engaged with a diverse, international customer base as the primary point of contact for shipment inquiries, delivery concerns, and service guidance, delivering accurate and helpful responses across multiple channels.
• Resolved complaints and escalations with professionalism and a proactive can-do approach, consistently turning challenging situations into positive customer experiences.
• Documented customer interactions and updated tracking systems with high accuracy, supporting process consistency and enabling data-driven insights for service improvements.
• Coordinated with internal warehouse and courier teams to provide real-time, accurate updates to customers — demonstrating cross-functional collaboration and stress-resistant performance in a fast-paced environment.

Live Kitchen Crew at Yay! Group (2023-07 – 2024-09)

• Delivered high-energy, customer-facing service in a dynamic environment, resolving inquiries and complaints with empathy, speed, and professionalism.
• Demonstrated adaptability and initiative during peak-hour pressure, consistently maintaining service quality while collaborating closely with team members.

Bachelor of Science in Computer Science – University of Indraprasta PGRI Jakarta (2024-05)