Maria Irfani

I have 3 years of experience in the Business Process Outsourcing (BPO) industry, where I have gained a diverse set of skills in customer service, data analysis, and project management. I have excellent communication skills and am able to effectively interact with customers and team members from a variety of cultural backgrounds. I am highly organized and able to handle multiple tasks and projects concurrently. In my previous roles, I have consistently demonstrated the ability to adapt to new environments and learn new systems and processes quickly. I am a proactive problem-solver and have a track record of success in finding solutions to complex issues. I am confident in my ability to bring value to any team and contribute to the success of an organization.

Player Support LeadPlayer Support Lead

Tencent Games · ContractTencent Games · Contract Feb 2022 - Present 

- Work as T2 to solve player issues escalated by outsourcing agents
- Communicate verbally & in writing to resolve player’s issues to ensure the user experience is as best it can be
- Monitor the service quality and resolve outbreak or emergency on time, to ensure that incidents were met with the appropriate response.
- Collaborate closely with the Headquarter of Customer Service Team in Shenzhen and Singapore.
- Manage and synchronize information with outsourcing vendors
- Revising and building player-facing support templates, FAQ’s and other materials.- Work as T2 to solve player issues escalated by outsourcing agents - Communicate verbally & in writing to resolve player’s issues to ensure the user experience is as best it can be - Monitor the service quality and resolve outbreak or emergency on time, to ensure that incidents were met with the appropriate response. - Collaborate closely with the Headquarter of Customer Service Team in Shenzhen and Singapore. - Manage and synchronize information with outsourcing vendors - Revising and building player-facing support templates, FAQ’s and other materials.

Trust and Safety Associates - Indonesian SpeakerTrust and Safety Associates - Indonesian SpeakerAccenture · ContractAccenture · Contract Mar 2020 - Jan 2022

- Responsible for the safety and experience of users & platforms through •User-Generated Content Moderation: Review user-generated content and take appropriate actions on content that violates Client and community content policies.
- Monitor, measure, assess, and correct one’s own process performance when executing transactions.
- Perform customer request/problem identification and follow defined incident notification and escalation procedures to ensure they are communicated effectively and receive proper management attention to be resolved correctly.
- Maintain high customer satisfaction ratings by processing transactions accurately.
- Identify all risks associated with execution of the assigned tasks within the business process and understands the security requirements linked to the business process.
- Administer transactions according to the security requirements in order to mitigate risks.
- Perform core business process transactions involving data entry/data capture according to defined methods, procedures, and standard delivery solutions to deliver business outcomes committed to in the service level agreement.
- Apply understanding of assigned business process to identify gaps and propose continuous improvement measures.

STIBA Persada Bunda

Bachelor's degree, English Literature Bachelor's degree (2015 - 2019)