Professional Summary
A dynamic Flight Operations and Customer Experience Professional with a solid educational background from Universitas Negeri Semarang. Demonstrates a diverse track record in e-commerce operational support, fintech solutions, and back-office aviation ticketing operations. Highly proficient in global distribution networks, including Global Distribution Systems (GDS: Sabre, Amadeus, Galileo). Experienced in managing complex backend flight data, analyzing structural ticketing issues, and cross-verifying data integrity with global airlines. Combines technical capability in generative AI API integration and cloud web data deployment with a strong background in content creation, sports science, and journalism. Possesses an analytical mindset, adaptable nature, and a strong drive for operational excellence.
Work Experience
Pre-Flight Specialist – Traveloka Concentrix
January 2026 – Present- Monitor, process, and manage involuntary schedule changes (reschedules) initiated by airlines, ensuring timely updates are transmitted to airline partner platforms (APX).
- Audit and manage ticket statuses using Global Distribution Systems (Sabre, Amadeus, and Galileo) to verify if bookings are matched and properly synchronized.
- Execute advanced ticketing operations, including ticket reissues, reinstates, and revalidations to maintain seamless booking lifecycles.
- Coordinate directly with airline representatives to confirm flight statuses, resolve technical ticketing errors, and ensure system compliance without handling direct customer inquiries.
Customer Service Specialist – Lazada Concentrix
August 2025 – January 2026- Handled end-to-end operational resolution, merchant tier inquiries, and cross-functional platform support.
- Maintained structural performance indicators (KPIs) regarding platform response time and first-contact resolution (FCR).
- Investigated complex transactional discrepancies, logistics data anomalies, and technical system errors within a high-volume BPO ecosystem.
Customer Service Specialist – AliExpress Neusoft / PT. Vads Indonesia & PT. Indotel Maju Bersama
September 2024 – July 2025- Managed and resolved cross-border e-commerce disputes, logistics delays, and payment issues for global buyers.
- Ensured strict adherence to Standard Operating Procedures (SOP) while maintaining high-quality service delivery and customer retention.
Customer Service Specialist (L2 Support) – SnackVideo Neusoft / PT. Konvergensi Mitra Solusi
March 2023 – October 2023- Analyzed, translated, and escalated complex technical issues and policy violations from L1 agents to the central engineering team in China.
- Maintained bilingual fluency (English and Indonesian) to bridge communication gaps and resolve high-tier platform issues.
Inbound Customer Service Agent – Akulaku PT. Konvergensi Mitra Solusi
December 2022 – March 2023- Assisted customers over the phone regarding application errors, credit limits, and financial transaction failures.
- Provided clear troubleshooting steps to maximize user adoption and smooth application navigation.
Desk Call Agent PT. Colmitra Persada Indonesia
September 2021 – November 2022- Managed account portfolios, consulted clients regarding outstanding financial matters, and secured payment commitments.
- Documented data entries precisely within the internal CRM to ensure zero discrepancy.
Data Entry & Receipt Validator Snapcart
July 2017 – September 2017- Inputted, audited, and validated consumer shopping receipts daily for regional market research purposes.
- Compiled structured operational data reports to support micro corporate business analytics.
Featured Projects
Architected and deployed a private custom AI communication interface leveraging private GitHub code repositories continuously integrated directly to edge environments. Configured with failover key rotation loops, secure system file parsing engines, and custom model API handlers.
Independent content creator publishing tactical essays on digital journalism, copy-editing standards, and tech across platforms like Medium and Kompasiana.
Skills & Matrix
Education
Universitas Negeri Semarang (UNNES)
Bachelor's Degree in Physical Education, Health, and Recreation (PJKR)