Rico Muharram

E-Commerce Operations & Merchandising Specialist with 7+ years of experience in marketplace operations, product management, content quality, SEO optimization, live commerce, and digital merchandising within large-scale e-commerce platforms. Experienced in product listing management, campaign execution, seller performance monitoring, category optimization, and cross-functional collaboration with operations, marketing, and product teams. Strong analytical skills with proven ability to optimize customer experience, improve marketplace performance, and support high-volume commercial campaigns.

Email Support at Transcosmos Indonesia (2017-01 – 2017-12)

• Handled customer inquiries and complaints via email with fast, professional responses in accordance with company SLA standards.
• Provided solutions related to orders, products, refunds, and customer service issues.
• Conducted follow-ups and maintained detailed documentation of customer case resolutions.
• Maintained service quality to improve customer satisfaction and overall service performance.

Cross Border Seller Center at Shopee International Indonesia (2018-01 – 2020-12)

• Managed seller operational activities across cross-border marketplace transactions.
• Assisted merchants with product-related inquiries, order fulfillment, shipping coordination, and marketplace processes.
• Collaborated with logistics, operations, and seller management teams to resolve customer issues efficiently.
• Supported marketplace promotional campaigns during high-volume commercial events.
• Assisted sellers in optimizing store appearance and product presentation to improve conversion performance.
• Generated operational reports and monitored marketplace performance metrics.
• Contributed to increasing cross-border seller sales, especially for sellers from China.
• Supported large-scale shipping operations during major campaigns such as Harbolnas and double-date campaigns.
• Helped maintain smooth international shipping operations during high-volume periods.

Live Stream & Quality Control at Shopee International Indonesia (2020-01 – 2023-12)

• Managed marketplace merchandising activities by ensuring product information, content quality, and product visibility complied with marketplace standards.
• Monitored and optimized product listings, SEO keywords, and search quality to improve discoverability and customer shopping experience.
• Executed marketplace campaigns and promotional activities during major sales events including Double Date Campaigns and Harbolnas.
• Conducted quality evaluation for more than 2,000 products per month to ensure accurate product information and policy compliance.
• Supervised over 1,000 live streaming sessions monthly, ensuring campaign execution and merchandising standards were maintained.
• Collaborated with cross-functional teams including Operations, Regional Projects, Product, and Seller Management to improve workflow efficiency.
• Analyzed seller performance, product quality, and operational data to identify optimization opportunities.
• Supported affiliate and live commerce operations that contributed to increasing platform engagement and checkout performance.
• Improved search relevance through SEO keyword validation and AI search quality evaluation.
• Contributed to increasing daily checkout volumes through live commerce operations.
• Became part of the pioneering marketplace live streaming operations during the COVID-19 pandemic.
• Supported massive shipping operations during major campaigns and peak marketplace seasons.
• Contributed to improving marketplace live streaming popularity and overall platform quality.
• Played a key role in scaling marketplace live commerce operations during rapid business growth.

SEO Quality Control at Shopee International Indonesia (2023-01 – Present)

• Performed screening and evaluation of more than 500 products per month to ensure product quality and compliance with marketplace SOPs.
• Executed SEO and search Engine quality optimization through keyword validation and AI-generated search result evaluation.
• Perform AI prompt calibration to ensure optimal compatibility and performance for the application's latest features.
• Conducted search query analysis and keyword validation to ensure search result accuracy and improve user search experience.
• Achieved a 40% monthly reduction in search keyword inaccuracies by conducting through search query reviews and implementing quality control measures.
• Participated in testing, evaluating, and refining new AI features to ensure readiness for application deployment.

S1 in Communication – Advertising – University Muhammadiyah Jakarta (2011-01 – 2015-12)