Adi T.
Open to offersNew to PlatformAbout
I am a detail-oriented Customer Support Specialist and Virtual Assistant with a Bachelor’s degree in Accountancy from Universitas Sebelas Maret and over 5 years of hands-on experience in omni-channel customer support, live chat operations, and financial administration.
My background sits right at the intersection of data accuracy and customer experience:
- Analytical & Financial Background: My accounting degree trained me to approach every task with line-by-line precision. I excel at resolving billing discrepancies, auditing ledgers, reconciling accounts payable/receivable, and maintaining clean, audit-ready backend records.
- Support & Live Chat Expertise: Having managed high-volume support queues at companies like Teleperformance and J&T Express—as well as specialized roles in property management, e-commerce, and fintech—I am adept at maintaining fast response times (FRT), low handling times (AHT), and high CSAT scores using platforms like Zendesk, Intercom, and Discord.
- Technical Communication: Operating with C1 Advanced English fluency, I specialize in translating complex financial, technical, or operational concepts into clear, empathetic, and user-friendly explanations.
I thrive in fast-paced, remote, and process-driven environments where I can take total ownership of my workflows, build reliable tracking systems, and deliver consistent value to both customers and internal management.
Why hire me
Employers should hire me because I offer a unique combination of financial precision and high-volume customer support expertise. Holding a Bachelor’s degree in Accountancy and C1 Advanced English fluency, I bring line-by-line accuracy to every workflow—whether reconciling ledgers, resolving complex billing inquiries, or auditing backend records. With over 5 years of experience across live chat, ticketing, and omni-channel support (including Teleperformance and J&T Express), I consistently maintain high CSAT scores while optimizing First Response Time and Average Handling Time using tools like Zendesk, Intercom, and MS Excel. I don't just clear queues; I proactively resolve root-cause bottlenecks, build centralized knowledge hubs, and leverage structured Excel tracking to keep backend data audit-ready. Fully adapted to autonomous, remote work and US/CET operational shifts, I deliver self-disciplined, reliable execution that removes administrative stress from management teams.
Experience
Customer Service Expert
Teleperformance · 2026 — PresentDeliver real-time customer support through live chat and email, handling complex inquiries and complaints with empathetic communication. Achieve and maintain Quality Assurance (QA) scores above 90% while consistently exceeding Customer Satisfaction (CSAT) and response time SLA targets. Escalate specialized issues to cross-functional departments, maintaining continuous follow-up to ensure accurate resolution. Document operational cases and actionable process recommendations to reduce repeat inquiries and optimize workflow efficiency.Storekeeper
Adi Rasa Store · 2020 — 2025Assisted customers with product recommendations, point-of-sale transactions, and general service inquiries. Managed store inventory levels, shelf stocking, and visual merchandising strategies to drive product visibility. Executed daily administrative tasks and store maintenance procedures to support seamless business operations.Customer Service Live Chat (J&T Project)
Analis Teknologi Consula · 2025 — 2025Managed high-volume inbound live chat interactions to address parcel tracking requests, order inquiries, and logistics returns. Resolved service complaints and routed complex logistical escalations to specialized resolution teams. Maintained accurate chat logs and updated internal knowledge-base documentation to elevate First Contact Resolution (FCR) rates.
Skills & Expertise
Education
- Bachelor of AccountingUniversitas Sebelas Maret · 2014 — 2020
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