Risky A.
Mid-Level Customer Support Lead
Open to offersNew to PlatformAbout
Risky A. is an experienced customer service leader specializing in global incident management and conflict resolution within industries such as data center operations, online retail, and telecommunications. At Pure Data Centre Group, Risky serves as the primary point of contact for global customer support across Europe, the Middle East, and Asia, overseeing incident tracking, SLA compliance, and service restoration using tools like Oracle CRM. Formerly a Customer Service Lead at Cipta Kreasi Wood Industry, Risky managed customer communications and technical cases across major e-commerce platforms, coordinated with QC and production teams, and supervised after-sales processes through Shopify. At Infomedia Nusantara, Risky resolved support tickets, implemented churn prevention, and supported telephony integration, maintaining service quality during extended remote work. Risky holds an associate degree in English Language from Universitas Padjadjaran.
Experience
Service Desk Operation
Pure Data Centre Group · 2023 — 2026Served as the initial point of contact for customer communications across Europe, Middle-East, and Asia, responding to inquiries via email and phone with professionalism. Documented incidents and service requests accurately within the ticketing system, while prioritizing issues for technical teams. Monitored incident status and ensured compliance with response and resolution times, managing incidents within the Incident Management lifecycle per established SLAs.Customer Service Lead
Cipta Kreasi Wood Industry · 2023 — 2023Supervised the customer service team in managing customer claims and inquiries via phone and email, ensuring responses were timely and of high quality. Oversaw backend ticket resolution from various marketplace platforms and monitored recurring customer issues, collaborating with QC and Production teams to address root causes. Managed complex case escalations to the U.S. warehouse team and ensured accurate product information and tracking was provided to customers. Conducted team meetings to share performance insights and encouraged after-sales follow-ups to boost customer satisfaction.Customer Service Representative
Cipta Kreasi Wood Industry · 2022 — 2022Acted as the primary contact for customer claims and inquiries, delivering professional responses through phone and email. Managed backend support tickets from online sales platforms and escalated issues related to damaged parts and refunds as needed. Provided customers with updated information on product specifications and shipment tracking, while leading after-sales follow-ups to ensure successful deliveries and gather feedback. Organized meetings to discuss performance and address customer concerns proactively.Complain Handling/Customer Support
Infomedia Nusantara · 2013 — 2021Resolved backend tickets submitted by call center agents regarding technical issues, utilizing Network Operation Automation Software. Escalated complex cases to relevant departments for timely solutions and conducted follow-ups to confirm issue resolution within Service Level Agreements (SLAs). Assisted in churn prevention by proactively contacting customers with service packages and monitored customer cases to ensure compliance with timelines. Managed refunds and billing adjustments while documenting processes.Call Center Agent
Infomedia Nusantara · 2007 — 2013Handled customer inquiries and complaints through inbound calls, aiming for prompt and professional issue resolution. Recorded all interactions in the CRM system and created backend support tickets for complex cases. Assisted customers with service inquiries and package activations, while identifying opportunities for cross-selling. Adhered to call handling protocols and maintained up-to-date product knowledge to ensure customer satisfaction.
Skills & Expertise
Education
- Associate Degree: English LanguageUniversitas Padjadjaran - Bandung, Indonesia · 2003 — Present
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