Akhmad A.
Senior Process Supervisor - Customer Service
Open to offersNew to PlatformAbout
Akhmad A. is a highly organized professional with over a decade of experience in executive-level support and operational leadership, notably in the artificial intelligence and e-commerce sectors. He has honed his skills in complex stakeholder liaison and corporate process management, supporting international diplomatic delegations, and now specializes in the analytical precision required for AI projects. At Shopee International Indonesia, a leading e-commerce platform in South-East Asia, Akhmad played a key role as a Process Supervisor within Customer Service Project Management, improving CSAT by 10% through strategic root-cause analysis and collaboration with chatbot teams. His leadership saw him manage a team of over 150 analysts, reduce Return and Refund abuses through sophisticated SOP development, and drive global SOP alignment with Shopee Singapore. Akhmad also leverages tools such as Zendesk, Salesforce, and Jira to facilitate seamless project management and customer service operations. His educational foundation is in English Language and Literature from Sebelas Maret University, adding linguistic fluency in English and Indonesian to his technical and managerial prowess.
Experience
Process Supervisor - Customer Service Project Management
Shopee International Indonesia · 2022 — 2025Improved Regular and Premium non-live channel CSAT by conducting strategic root-cause analysis and prioritizing high-impact agent performance with targeted coaching and process enhancements. Acted as a liaison between product and operations, supervising ShopeeFood performance to ensure alignment with performance targets. Monitored Regular and Premium non-live channels to meet KPIs, driving performance initiatives while collaborating with the chatbot team to analyze case patterns and agent responses to enhance automation.Supervisor - Customer Service - Returns and Refunds
Shopee International Indonesia · 2021 — 2022Oversaw a team of over 10 Team Leaders and 150 senior analysts, focusing on performance management and coaching for underperforming members. Managed the Return and Refund Abuse Mitigation Project by developing SOPs, implementing user-level controls, and establishing safeguards to minimize false positives and negatives. Ensured SOP consistency by identifying gaps, escalating issues, and coaching frontline teams in adherence.Senior Team Leader - Customer Service - L2 Dispute
Shopee International Indonesia · 2018 — 2021Led a team of 15 Senior Analysts, monitoring performance while ensuring accurate case judgment in dispute handling. Analyzed issues faced by walk-in customers with dispute cases and provided solutions in line with established SOPs. Collaborated with Shopee Singapore to align cross-country SOPs and share best practices for improvements.Junior Team Leader - Customer Service - L1 (Live Chat, Email, Call), L2 Payment
Shopee International Indonesia · 2016 — 2018Managed a team of 15 analysts, emphasizing performance development by ensuring compliance with SOPs and monitoring service levels. Supported low performers to enhance their skills and guided new team members for faster adaptation. Analyzed root causes of escalated complaints and coordinated with relevant teams to provide effective resolutions.Liaison Officer
Surakarta & Yogyakarta, Indonesia · 2010 — 2012Coordinated logistics and provided support for national and international delegations. Assisted organizing committees across major events, such as the Honorary Doctorate Ceremony for Tun Dr Mahathir Mohamad, the Indonesian-American Kavli Frontier of Science Symposium, the 6th ASEAN Para Games, and the Asia Pacific Ministerial Conference on Housing and Urban Development.
Skills & Expertise
Education
- Bachelor degree in English Language and LiteratureSebelas Maret University · 2006 — 2012