Alya I.
Mid-Level Chat Support and User Operations Specialist
Open to offersNew to PlatformAbout
Alya I. is a seasoned Chat Support & User Operations Specialist with over two years of experience in managing high-volume, chat-based communications within app and platform environments. Based in South Jakarta, Alya excels in user engagement and retention, leveraging problem-solving skills to improve customer satisfaction. At MoreFly and Xunlei Networking Technologies, she has provided prompt responses to user inquiries, enforced community rules, and supported online events, fostering active user participation. Her role at Ola Chat involved revitalizing inactive user bases through effective chat interactions and retention strategies. Additionally, Alya honed her communication capabilities as a live streaming host on TikTok and other platforms, interacting with audiences and driving engagement. Her expertise extends to the collections domain, where she consistently met performance targets at FLOW and PT Indonesia Fintopia Technology, emphasizing dashboard monitoring & reporting. Alya holds a Bachelor's in Management from Universitas Terbuka and is certified in AI-Powered Performance Ads by Google, as well as holding an AFPI certification. Fluent in English and native in Indonesian, she is adept at fostering strong, dynamic user relationships.
Experience
SVIP & Customer Service (Chat Support)
MoreFly · 2025 — PresentProvided SVIP and general chat support in official rooms. Addressed user inquiries and complaints via in-app support. Enforced community rules to maintain order on the platform. Collected user feedback and coordinated resolutions. Supported online events while monitoring user engagement.User Operation Specialist & Event Support
Xunlei Networking Technologies · 2024 — PresentHandled daily chat communication with app and gaming users. Addressed user inquiries and feedback through in-app chat. Promoted user engagement and recharge activities via proactive follow-ups. Analyzed feedback to enhance retention and activity. Managed official rooms and online events, aligning host schedules. Monitored performance using internal dashboards and reports.Key Account Operation
Ola Chat · 2023 — 2024Re-engaged inactive users through chat-first communication and in-app messaging. Maintained everyday user interaction via chat and voice rooms. Implemented user recall strategies to boost active users. Established strong relationships to encourage return and spending habits. Ensured efficient execution of operational workflows and user support.Live Streaming Host (Freelance)
TikTok & Other Platforms · 2023 — 2024Hosted live sessions, engaging audiences via real-time chat. Fostered user interaction through effective communication and promotions. Achieved performance targets consistently. Enhanced persuasive communication skills in an online setting.Collections Specialist
FLOW - Ethical Credit Management · 2022 — 2023Managed high-volume customer communications through chat and phone channels. Followed up on overdue payments with clear explanations. Maintained performance tracking and reporting. Met individual and team KPIs monthly.Collections Specialist
PT Indonesia Fintopia Technology · 2022 — 2022Oversaw customer follow-ups while negotiating repayment plans. Built rapport through professional communication. Ensured accurate records and compliance with standard operating procedures. Supported team objectives through consistent performance.Desk Collection
Kredit Pintar · 2021 — 2021Conducted desk collections using structured communication scripts. Provided guidance to customers regarding repayment processes. Ensured compliance with operational standards.Intern - Customer Service
PT Bank BTN · 2019 — 2019Assisted customers with inquiries and complaints. Delivered accurate information and support to enhance satisfaction.
Skills & Expertise
Education
- High SchoolLetris Indonesia 1 High School · 2020 — Present
- Bachelor's Degree in ManagementUniversitas Terbuka