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KNOPNINE
Resume

Experience & Career Progression

7+ years in customer operations and automation, now delivering conversational AI.

AI Rudder

Current role

Robot Delivery Ops

August 2025 - Present Jakarta Metropolitan Area

Deliver enterprise voicebots and chatbots, from client requirements to testing and deployment.

  • Configure and validate bots with Product Design, QA, Voice Talent, and Client Solutions teams before launch.
  • Design multi-turn dialogue flows and tune intent recognition to reduce fallbacks and improve contextual responses.
  • Prepare voice assets through denoising, normalization, silence trimming, and encoding.
  • Use Codex and Antigravity to prototype operational scripts, validate edge cases, and shorten deployment work.

Tools: Python · REST APIs · Codex · Antigravity

Earlier hephaestus CLI automation reduced voicebot configuration from roughly four hours to under three minutes. The current Studio expands the workflow to PRD audits, recording scripts, and telephony configuration.

View hephaestus project

Bukalapak

3 roles over 6+ years

CX Systems & Ops Lead - Customer Experience

August 2021 - December 2024 Jakarta, Indonesia

Led CX systems, CRM workflows, and operational reporting for Bukabantuan.

  • Built anomaly alerts with Zendesk ticket data, Redash SQL, and Google Chat webhooks to flag platform incidents ahead of social media escalations.
  • Co-led a company-wide CX system migration with data, operations, and vendor teams, coordinating the transition without customer disruption.
  • Built daily and weekly CX dashboards with Zendesk API and Redash SQL for performance monitoring and faster incident triage.
  • Improved ticket workflows and routing tools to reduce resolution time and support changing operational needs.

Tools: Zendesk API · Redash · Google Chat Webhooks · SQL · Python · Confluence

View cx-anomaly-alerts project

CX Systems & Ops Analyst - Customer Experience

November 2019 - July 2021 Jakarta Metropolitan Area

Maintained multi-channel CRM systems and customer intake workflows.

  • Integrated WhatsApp and Telegram with Zendesk, Sociomile, and eCentrix for unified support intake.
  • Automated ticket tagging, queue hygiene, and SLA routing to improve response and resolution workflows; built help-portal feedback intake for product and operations teams.

Tools: Zendesk · Sociomile · eCentrix

Crisis Center & Anti-Fraud Ops

October 2018 - November 2019 Greater Jakarta Area

Handled fraud investigations and escalated customer disputes.

  • Investigated account takeovers, phishing, and payment fraud, analyzed incident losses, and worked with security and operations teams on prevention rules.
  • Resolved complex customer disputes involving payments, deliveries, and refunds.

Yayasan Terumbu Rupa

ARTificial Reef Maintenance Officer

February 2018 - July 2018 Jakarta / Pulau Sepa

Supported marine research and artificial reef maintenance in island field environments.

  • Maintained artificial reefs and conducted monthly fish and coral surveys, compiling field data for conservation research.
  • Coordinated scientific research teams and resort management in the field.

Education & Training

  • Universitas Padjadjaran

    Sarjana Kelautan (S.Kel), Marine Sciences

    2013 - 2017

    Undergraduate thesis on coral reef ecosystems and target reef fish abundance at Taka Bonerate National Park.

  • Pacmann

    Non-Degree, Data Science Track

    October 2024 - October 2025

    Applied machine learning, statistical analysis, and predictive modeling in Python.

  • Cisco Networking Academy

    PCAP - Programming Essentials in Python

    2020

    Object-oriented programming, data structures, and algorithms.

Certificates

  • EF SET English Certificate 63/100 (C1 Advanced)

    EF Standard English Test

  • DataCamp Skill Track - Data Analysis with Python

    DataCamp

  • DataCamp Skill Track - Spreadsheet Fundamental

    DataCamp

  • Advanced Open Water Diver

    PADI

  • Reef Check Ecodiver

    Reef Check Foundation

Languages

  • Indonesian (native)
  • Sundanese (native)
  • English (C1 Advanced)
  • Japanese (Elementary)