Yuanita C.
Junior Customer Service Specialist
Open to offersNew to PlatformAbout
Yuanita W. is a multidisciplinary professional with a Bachelor of Science in Biotechnology and proven expertise in high-volume customer operations within the fintech and international retail industries. At SeaBank Indonesia, she managed live chat, email, and calls, resolving account troubleshooting and routine banking transactions while ensuring regulatory compliance. During her tenure at Concentrix, she handled over 100 daily live chat inquiries for SHEIN US, tackling complex international shipping and logistics issues. Yuanita's research internship with BUGI contributed to environmental biotechnology projects, including sustainable aquaculture and household waste management systems. Her background also includes extensive organizational experience as a student secretary and international conference speaker. She holds advanced certifications in GMP, Quality Assurance, and Quality Control.
Experience
Customer Service Operations
SeaBank Indonesia · 2024 — 2025Managed an average of 20–70 live chat inquiries, 100 emails, and 20–40 calls daily, addressing account-related issues such as balance inquiries and transactions through company communication tools and a ticketing system. Maintained an Average Handle Time (AHT) of under 15 minutes and received positive customer satisfaction feedback. Conducted Root Cause Analysis to efficiently resolve customer complaints and performed banking transactions including deposits and withdrawals, ensuring compliance with internal policies. Opened, updated, and closed accounts using internal banking platforms while collaborating with colleagues to enhance customer experience.Customer Service
Concentrix · 2023 — 2024Addressed over 100 live chat inquiries daily during peak seasons, providing information related to products, services, and policies for SHEIN US customers. Investigated and resolved complex shipping issues, including delays and lost packages, processing refunds where necessary and working with logistics teams to address delivery concerns. Escalated recurring delivery issues to tier 2 support to facilitate process improvements and maintained strong First Contact Resolution (FCR) rates while managing high-volume queues.Research Intern
BUGI (Bildung und Gesundheit für Indonesien) · 2021 — 2021Monitored the growth rate and health of over 100 seaweed samples within environmental biotechnology projects, tracking disease patterns and water quality to support sustainable aquaculture research. Collaborated with a research team to co-design household waste management systems for local communities. Prepared comprehensive reports documenting research findings and executed weekly initiatives like beach cleanups to contribute to marine conservation efforts.
Skills & Expertise
Education
- Bachelor of Science in BiotechnologyUniversitas Kristen Duta Wacana · 2018 — 2023
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