Tableau
Intan Lovitasari
Operations Team Lead
Bangkok,10
Summary
Operations Team Leader at TDCX Thailand with a proven track record in quality assurance and data analysis. Enhanced team productivity through targeted coaching and root-cause analysis, resulting in improved customer satisfaction. Skilled in project management and problem-solving, driving strategic initiatives that optimize performance and foster collaboration across departments.
Overview
10
10
years of professional experience
Work History
Operations Team Leader
TDCX Thailand
06.2025 - Current
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
- Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.
- Generated reports detailing findings and recommendations.
Quality Analyst
TDCX Thailand
04.2024 - 05.2025
- Evaluated Customer Support performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities.
- Prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.
- Develop and enhance evaluation programs that targets the objectives of the account with Operations, Training, and Clients while ensuring that these programs will determine the root source of issues in order to provide strategical and actionable solutions as a means of improving performance.
Generative AI Evaluator:
- Assess the quality, accuracy, relevance and tone/style of AI-generated responses to customer support queries.
- Identify issues such as inaccuracies, inappropriate responses, and provide detailed feedback for improvement.
- Develop and refine evaluation guidelines and criteria to enhance assessment consistency.
- Document evaluation findings and contribute to reports that drive decision-making for model improvements.
- Stay informed on best practices and ethical considerations for AI in customer support
Support Specialist
TDCX Thailand
08.2023 - 03.2024
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Improved customer satisfaction by addressing and resolving technical issues swiftly and efficiently.
- Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
- Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
Community Operations Specialist
TDCX Thailand
03.2019 - 08.2023
- Enhanced user experience by diligently monitoring and removing inappropriate online content from the digital platform.
- Contributed to a positive online community by consistently applying fair judgment when moderating diverse types of content.
- Increased overall platform safety by proactively identifying trends or patterns in harmful or abusive content.
- Maintained a high level of accuracy in identifying and flagging prohibited materials, resulting in improved site quality.
- Collaborated with cross-functional teams to develop comprehensive content guidelines and policies.
- Assisted with establishing clear escalation procedures for handling particularly challenging cases involving sensitive issues or complex violations.
Trade Management
Ocean Network Express
10.2018 - 02.2019
- Analyze the system demand and return forecast results and adjust the system forecast parameters in identifying the issues.
- Enhance and develop system forecast logic algorithm, understanding the system forecast logic and management process.
- Conduct data gathering through internal/external channels and performing effective analysis.
- Assist internal system enhancement in diverse domains as business process management.
- Assist to coordinate and facilitate cross-departmental projects based on direction from regional or HQ instruction.
Inside Sales
Ocean Network Express
04.2018 - 09.2018
- Develop new market and business opportunities while retain existing and regain loss businesses.
- Act as the point of contact and handle customer needs.
- Resolve conflicts and provide solutions to customers in a timely manner.
- Collect competitive information to monitor business trends and opportunities.
- Prepare daily and weekly sales reports.
- Demonstrate effective relationships with other internal stakeholders to ensure a collaborative team, cross-functional level, performs to attain regional sales plan (i.e.Operations, Pricing, Customer Service, other Sales Regions, Accounting)
- Observe stringent ocean shipping compliance standards and regulations.
- Managed customer and prospect information within CRM, ensuring up-to-date records and smooth follow-up on client matters.
Sales Support
Mitsui O.S.K. Lines
01.2017 - 03.2018
- Develop new market and business opportunities while retain existing and regain loss businesses.
- Act as the point of contact and handle customer needs.
- Resolve conflicts and provide solutions to customers in a timely manner.
- Collect competitive information to monitor business trends and opportunities.
- Prepare daily and weekly sales reports.
- Demonstrate effective relationships with other internal stakeholders to ensure a collaborative team, cross-functional level, performs to attain regional sales plan (i.e.Operations, Pricing, Customer Service, other Sales Regions, Accounting)
- Observe stringent ocean shipping compliance standards and regulations.
- Managed customer and prospect information within CRM, ensuring up-to-date records and smooth follow-up on client matters.
Internship Student
Ministry of Energy and Minerals Resources of Republic Indonesia
08.2015 - 09.2015
- Work under International Cooperation and Investment for Directorate of Bioenergy, Directorate General of Renewable Energy.
- Generated reports detailing findings and recommendations.
- Assisted colleagues in their tasks when needed, fostering a supportive work environment.
- Engaged in regular meetings to facilitate bilateral cooperation and coordinate multi-organization project.
Education
Bachelor of Arts - Government Science
University of Brawijaya
Malang, Indonesia09-2016
Skills
Project management
Software
Microsoft Excel
Microsoft Dynamics 365
Timeline
Operations Team Leader
TDCX Thailand
06.2025 - Current
Quality Analyst
TDCX Thailand
04.2024 - 05.2025
Support Specialist
TDCX Thailand
08.2023 - 03.2024
Community Operations Specialist
TDCX Thailand
03.2019 - 08.2023
Trade Management
Ocean Network Express
10.2018 - 02.2019
Inside Sales
Ocean Network Express
04.2018 - 09.2018
Sales Support
Mitsui O.S.K. Lines
01.2017 - 03.2018
Internship Student
Ministry of Energy and Minerals Resources of Republic Indonesia
08.2015 - 09.2015
Bachelor of Arts - Government Science
University of Brawijaya