Nur

Operations professional with 8+ years of experience across e-commerce and BPO environments, specializing in community operations, real-time monitoring, and content moderation. Proven ability to lead teams, manage high-volume workflows, and drive measurable performance improvements through data-driven decision-making.

Background in Psychology (Universitas Indonesia) provides a strong foundation in understanding user behavior and community dynamics. Fluent in English and Bahasa Indonesia.

Community Operation Specialist at TDCX (2025-02 – 2026-05)

• Reviewed 450+ cases/day with 95% accuracy, ensuring full compliance with platform content policies and community guidelines
• Assessed flagged and edge-case content using strong policy judgment, escalating complex and appeal cases with clear documentation for accurate, policy-compliant resolution
• Leveraged deep understanding of Bahasa Indonesia market and local user behavior to ensure culturally accurate and context-sensitive moderation decisions
• Collaborated with QA and team leads to maintain consistent moderation standards and continuously improve policy application across the team

Real-Time Monitoring Lead at Shopee (2023-11 – 2025-01)

• Implemented a real-time floor monitoring system that boosted team productivity by 15%, enabling proactive identification and resolution of issues before they impacted performance targets
• Drove a 20% improvement in KPI achievement rates by leveraging data-driven interventions and optimizing team workflows
• Developed and delivered weekly and monthly performance reports, translating operational data into actionable insights that supported management in exceeding KPI targets
• Led and coached a real-time monitoring team to consistently meet operational targets, fostering a high-performance culture focused on accuracy and responsiveness

Operations Support Lead at Shopee (2023-07 – 2023-10)

• Oversaw day-to-day operations team management, enforcing accountability and maintaining high operational standards in a fast-paced e-commerce environment
• Analyzed team performance metrics and delivered actionable insights to upper management, directly informing strategic decisions and process improvements
• Conducted performance reviews and provided targeted coaching to strengthen team capabilities and drive continuous improvement
• Coordinated cross-functional collaboration to resolve operational bottlenecks and ensure timely, high-quality service delivery

Dispute Specialist at Shopee (2021-03 – 2023-04)

• Handled complex buyer-seller disputes (returns, refunds, escalations) at scale, ensuring resolution aligned with company policy while maintaining high customer satisfaction
• Developed dispute resolution frameworks that improved case consistency and contributed to stronger customer retention and brand trust
• Served as the primary point of contact for escalated complaints, resolving high-priority cases efficiently while upholding compliance with company standards

Bachelor's Degree in Psychology – Universitas Indonesia (2013-09 – 2017-08)