Nur A.
Mid-Level Customer Support Operations Specialist
Actively lookingNew to PlatformAbout
Nur A. is an accomplished professional with over four years of experience in the realm of Customer Support and Customer Operations, adept at thriving in dynamic work environments. She has held leadership roles within PT. Privy Identitas Digital while spearheading a team of 8–15 agents at Leadershift Customer Support from December 2024 to August 2026. Nur is known for quickly and effectively making crucial decisions during urgent situations, meticulously monitoring tickets, chat, and email interactions to ensure optimal customer response. She has also managed customer escalations and coordinated with internal teams to resolve issues comprehensively. Recognized for her role in process improvement through operational reporting and strategic guidance, Nur has earned accolades such as the Best Leader Shift award. Her skills in problem solving and escalation handling are further supported by her competence in utilizing tools like MessageBird, Qiscus, Salesforce, and Zendesk to streamline support operations. Her academic background in History from Universitas Negeri Yogyakarta further complements her professional expertise.
Experience
Customer Support Leader
PT. Privy Identitas Digital · 2024 — 2026Oversaw the Customer Support operations with a team of 8–15 agents per shift. Made timely decisions in urgent situations. Monitored tickets, chats, and emails to ensure optimal customer responses. Managed customer escalations and coordinated with internal teams until resolution. Prepared operational reports and identified service process improvement opportunities. Organized task distribution, operational schedules, and provided guidance to team members. Supported new employee onboarding and ensured that product updates and SOPs were implemented. Ensured compliance with SLA, KPI, and service quality standards.Helpdesk & Verifier
PT. Privy Identitas Digital · 2022 — 2024Provided customer service through tickets, chats, and emails in accordance with company standards. Addressed customer issues while meeting SLA targets. Executed customer identity verification processes accurately following security protocols. Collaborated with internal teams to effectively resolve cases.
Skills & Expertise
Education
- Bachelor of Arts in HistoryUniversitas Negeri Yogyakarta · 2017 — 2022
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