Umi Mamdudah Tilawat

UMI MAMDUDAH TILAWAT Cilegon, Indonesia Email:-LinkedIn: https://www.linkedin.com/in/umimamdudahtilawat/ WhatsApp: https://wa.me/- PROFILE Dynamic and detail-oriented General Virtual Assistant (GVA) with over 11 years of dedicated experience in Customer Support and Administration. Accomplished in email management, scheduling, customer relations, and data administration. I excel at optimizing administrative workflows to significantly enhance customer satisfaction through efficient email handling and swift problem resolution. Result-driven and adept at working both independently and collaboratively, I leverage a diverse range of digital tools to amplify productivity. Additionally, I bring expertise in harnessing AI technologies, such as ChatGPT, to automate administrative tasks, facilitate content creation, and elevate daily work efficiency. **KEY SKILLS** ✔ Exceptional Email Management & Customer Support ✔ Proficient in CRM Systems (Zendesk, Freshdesk) ✔ Comprehensive Administration & Data Entry ✔ Effective Chat Support & Resolving Customer Issues ✔ Order Management & Buyer Support Expertise ✔ Advanced Scheduling & Team Coordination ✔ Strategic Utilization of AI (ChatGPT) for Task Automation ✔ Mastery of MS Office & Google Suite ✔ Competent Project Management (Trello, Asana) **PROFESSIONAL EXPERIENCE** 1. **Analyst, Customer Relationship Management** 📌 Lazada Indonesia – Customer Care, Buyer Support, Order Management Department 📅 July 2015 – March 2020 Served as a pivotal point of contact for customer support, efficiently managing inquiries via email, chat, and a ticketing system to resolve order and transaction challenges. Oversaw customer databases and order tracking to enhance user experiences, leveraging CRMs such as Zendesk for streamlined interactions. Consistently surpassed targets by responding to over 120 emails daily within an 8-hour window. Honored with "The Best Customer Service" award for achieving outstanding KPIs across three consecutive months. Played a key role in boosting customer satisfaction and service efficiency by delivering rapid and compliant solutions. 2. **Customer Service Representative** 📌 KFC – PT Infomedia Nusantara, Jakarta 📅 June 2010 – August 2011 Delivered exceptional customer support via phone and chat, adeptly addressing inquiries regarding KFC products and services. Skillfully managed customer complaints with a warm, solution-focused approach. Collaborated seamlessly with operational teams to resolve customer issues swiftly and effectively, ensuring a consistently positive customer experience. 3. **AI Training & Quality Evaluation** 📌 Outlier AI (Remote) 📅 September 2024 – Present Conducting comprehensive quality evaluations of AI outputs across diverse language and multimodal tasks. Providing insightful feedback based on rigorous assessment criteria to enhance AI model performance. Engaging in intensive training focused on AI comprehension, data analysis, and natural language processing (NLP). Utilizing advanced AI tools like ChatGPT to drive productivity and efficiency within evaluation projects. **EDUCATION** 📚 Bachelor’s Degree (S1) – STAI Sukabumi 🎓 Graduation Year: 2009 **TOOLS & SOFTWARE PROFICIENCY** 🖥️ Microsoft Office Suite (Excel, Word, PowerPoint) 📊 Google Suite (Docs, Sheets, Drive) 📧 CRM Software (Zendesk, Freshdesk) 📆 Project Management Tools (Trello, Asana) 💬 Communication & Collaboration Platforms (Slack, Zoom) 🤖 AI Tools (ChatGPT, AI Evaluation Tools) **LANGUAGES** 🇮🇩 Bahasa Indonesia – Fluent 🇬🇧 English – Intermediate (B2) This CV showcases my extensive experience and exceptional skills as a General Virtual Assistant (GVA) specializing in customer support, administrative management, and the innovative use of AI to enhance organizational efficiency. 📩 Ready for remote and flexible work opportunities, eager to contribute and make a meaningful impact.