Ganang W.
Mid-Level Customer Operations Team Leader
Open to offersNew to PlatformAbout
Ganang S. is a results-focused Team Leader (Customer Operations & Live Chat Support) with over two years managing high-volume international customer service teams at Transcosmos Indonesia, and eight years of entrepreneurship in the e-commerce sector. He has consistently achieved CSAT, Quality Monitoring, and SLA targets through structured coaching, process optimization, and data-driven decision making. Ganang led a team of 15 live chat agents, implemented SOPs, and optimized workflows for customer operations. His hands-on e-commerce experience includes founding and operating a Shopee-based business, overseeing inventory, logistics, and achieving Star Seller+ status. With a Bachelor of Business Administration from Diponegoro University, he excels in process improvement, Excel-based data analysis, and live chat operations within customer-centric and digital business environments.
Experience
Team Leader – Live Chat Support
Transcosmos Indonesia · 2023 — 2025Directed a team of 15 live chat agents handling international markets by monitoring operational performance, analyzing agent metrics, and initiating corrective measures to uphold CSAT, Quality Monitoring, and response-time standards. Structured and implemented chat-handling flows and SOPs to enhance operational consistency. Provided regular 1-on-1 coaching, conducted performance assessments, and facilitated targeted training sessions. Managed escalations on complex customer cases and ensured service standards were maintained. Worked alongside QA and operations to identify workflow gaps and optimize processes.Live Chat Agent
Transcosmos Indonesia · 2023 — 2023Provided customer support through live chat, maintaining focus on CSAT and quality metrics. Utilized structured problem-solving techniques in addressing customer concerns and met SLA, productivity, and quality benchmarks. Sustained high customer empathy and solution-focused communication in a KPI-driven setting.Online Business Owner
21sstore (Shopee & E-commerce Platforms) · 2015 — 2023Ran all aspects of an e-commerce business encompassing inventory management, pricing strategy, order fulfillment, and logistics coordination. Managed Shopee and other e-commerce platform sales, responding promptly to customer inquiries, complaints, and post-sales requests. Built customer loyalty with personalized engagement and consistent service quality.Intern – Tour & Travel Operations
CV Oryza Barutama Tour & Travel · 2016 — 2016Supported travel operations by facilitating bookings, handling administrative requirements, and coordinating with customers. Aided in maintaining documentation accuracy and ensuring seamless client service.
Skills & Expertise
Education
- Bachelor of Business AdministrationDiponegoro University · 2013 — 2017
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