Arjuna.
- Subject Matter Expert -
CS/CX Operations · Trust & Safety · Customer Support
✉ mr.arjuna.ar@gmail.com
🔗 https://www.linkedin.com/in/arjuna-arjuna/
📍 Jakarta, Indonesia
🌐 arjnofficial.my.id
Professional Summary
Results-driven operations professional with 8+ years of experience in customer support (CS), customer experience (CX), support operations, and trust & safety. Proven track record in driving team performance through coaching, process improvement, and consistent delivery against KPIs, SLAs, and quality standards. Currently a Subject Matter Expert at TDCX (Meta – WhatsApp, Central Integrity), where I lead team performance, conduct training, provide real-time operational support, handle escalations, and drive root cause analysis to improve efficiency and quality. I regularly conduct client calibration sessions to align on policy interpretation and propose effective solutions, while leading training initiatives for knowledge rollouts and regulatory updates to ensure compliance and consistency. With hands-on experience from the Traveloka project at ATI Business Group, I have managed high-volume interactions across chat, email, and voice channels, and leverage tools such as Salesforce, SQL, Power BI, and Tableau to drive data-informed decisions and continuous improvement.
Work Experience
Subject Matter Expert
TDCX
- Led regular client calibration sessions to identify operational gaps, align on policy interpretation, and deliver actionable solutions that improved accuracy and consistency.
- Mastered policy updates and developed structured knowledge bases while leveraging root cause analysis (RCA) to reduce errors and drive continuous excellence performance improvement.
- Designed and delivered training programs for new knowledge rollouts and regulatory updates, ensuring full compliance and consistent aligned and understanding with evolving standards across teams.
- Mentoring and developing team members, helping new hires ramp up quickly and enabling existing agents to improve performance through structured coaching, feedback, and knowledge sharing sessions.
- Optimized workflows and collaborated cross functionally to boost efficiency, accuracy, and policy compliance in high-risk content moderation.
- Handled escalations, interpreted policies, and aligned client-vendor expectations for seamless operations.
Trust and Safety Specialist - Central Integrity
TDCX
- Monitored text, images, and videos across high-risk categories, accurately identifying and categorizing policy violations with precise severity assessments.
- Enforced content moderation guidelines consistently, ensuring legal, ethical, and community compliance while meeting quality, productivity, and handling time KPIs.
- Maintained updated personal knowledge base and integrated QA feedback to enhance labeling accuracy and workflow consistency.
- Collaborated cross-functionally with QA, trainers, and SMEs to resolve complex cases, standardize processes, and maintain policy alignment across teams.
Support Operations Specialist
TDCX
- Diagnosed complex user issues and delivered technical support with clear, step-by-step guidance, consistently exceeding SLA targets.
- Maintained personal knowledge base aligned with latest updates, reducing handling time while ensuring support accuracy and consistency.
- Applied continuous improvement feedback loops and proposed targeted solutions to elevate service quality and operational performance.
- Collaborated cross-functionally with QA, trainers, and SMEs to resolve systemic issues and drive continuous workflow enhancements.
Data Annotation & AI Model Training Specialist - Remote Part Time
Outlier By Scale AI
- Curated and annotated diverse datasets to train and fine-tune large language models (LLMs) for translation, conversation, and natural language understanding tasks.
- Ensured data quality assurance across multilingual datasets, enhancing model adaptability across diverse languages and cultural contexts.
- Conducted LLM output evaluation, bias analysis, and performance testing, delivering actionable feedback to improve accuracy, fairness, and robustness.
- Identified and mitigated biases in model outputs, ensuring fairness, inclusivity, and reliable performance across global language applications.
Customer Support Data Analyst for Traveloka
ATI Business Group
- Leveraged GDS and NGDS systems to track flight details, conduct root cause analysis, and provide optimized customer solutions including ancillaries.
- Resolved customer complaints and managed escalations with empathy and solution-focused approaches, driving loyalty and satisfaction.
- Analyzed customer feedback and CRM data to identify trends, streamline processes, and ensure SLA compliance.
- Collaborated cross-functionally with QA and team leaders to implement performance optimizations and boost overall service quality.
Flight Ticketing Data Analyst for Traveloka
ATI Business Group
- Analyzed flight bookings on Traveloka system for accuracy and airline compliance, issuing tickets precisely via GDS/NGDS systems.
- Managed manual ticket issuance and rescheduling requests through GDS/NGDS, ensuring seamless delivery and minimizing errors.
- Leveraged CRM tools to track ticket issuance processes, consistently meeting SLA targets while maintaining operational precision.
- Collaborated cross-functionally to resolve ticketing issues, providing timely customer support that enhanced satisfaction.
Assistant Manager – Customer Relations
PT. Pegadaian
- Built strategic partnerships with government offices through targeted presentations, driving Gold Saving Product adoption and strengthening institutional relationships.
- Led and coached teams to consistently achieve KPI targets, conducting strategy meetings to implement service improvements.
- Managed key client relationships through regular communication and follow-ups, building long-term trust and loyalty with top-tier customers.
- Spearheaded CSR initiatives for communities and schools while championing efficient issue resolution.
Customer Service Officer
PT. Pegadaian
- Handled inquiries, transactions, and complaints while driving upsell/cross-sell success, consistently boosting product adoption and sales revenue.
- Delivered customer-first service excellence, resolving issues rapidly with strategic escalations to build trust and long-term loyalty.
- Guided new customers through Pegadaian Digital App onboarding, significantly increasing digital adoption and enhancing user experience.
- Collaborated with team to smash monthly/annual KPIs, leveraging customer feedback analysis to drive actionable service improvements.
System Administrator
PT. Ashkabila Tour & Travel
- Led website and internal system development, maintenance, and optimization, enhancing functionality, user experience, and operational efficiency.
- Managed Google Ads, Facebook Ads, and SEO strategies while analyzing Google Analytics data to boost traffic, visibility, and campaign performance.
- Designed and produced digital promotional content to support marketing campaigns, driving audience engagement and brand awareness.
- Coordinated tour groups end-to-end, managing logistics, scheduling, and on-site arrangements to deliver seamless travel experiences.
Marketing Executive Supervisor
PT. MNC Sky Vision
- Supervised, coached, and mentored sales teams to achieve performance targets, driving productivity gains through targeted leadership.
- Led door-to-door field canvassing and strategic outreach initiatives, maximizing customer acquisition and engagement.
- Planned and executed successful social media campaigns across platforms, delivering measurable sales growth and audience engagement results.
- Analyzed campaign metrics and collaborated cross-functionally to integrate field and digital strategies, optimizing overall marketing effectiveness.
Sales Representative
PT. Matahari Department Store Tbk
- Promoted products by highlighting key features, benefits, and value propositions, driving customer interest and consistently boosting sales performance.
- Delivered personalized product recommendations and sales assistance tailored to customer needs, preferences, and budgets.
- Built strong customer relationships through attentive service, active listening, and consistent follow-up, fostering trust and repeat business.
- Tracked daily/monthly sales performance and prepared detailed reports to identify trends, optimize strategies, and support business growth.
Education
Bachelor of Education (B.Ed)
Ar-Raniry State Islamic University
English Education
GPA: 3.31
Certifications
EF SET 4 Skill English Certificate 72/100 (C2 Proficient)
EF SET
Jun 2025
EF SET 2 Skill English Certificate 84/100 (C2 Proficient)
EF SET
Sep 2024
Dynamic Website Programmer
Ministry of Manpower, Republic of Indonesia
2018
Technical Skills
Salesforce · Jira · Confluence · Data Analysis · Tableau · GDS System & NGDS System · Looker Studio · Python · Lark Suite · Google Workspace · Microsoft 365 Suite · HubSpot · Zendesk · Power BI · Amazon Web Services (AWS) · SQL · Google Cloud Platform (GCP) · Trello
Soft Skills
Critical Thinking · Problem Solving · Strategic Planning · Process Improvement · Collaboration · Communication · Complaint Management · Coaching and Training · Leadership