Adi Kusuma Wardahana
Customer Support Specialist
Kuala Lumpur
Summary
A native Indonesian who has an Independent Pass (Pas Resident) in Malaysia. A multilingual with good customer service skills and equipped with strong written and oral communication skills. An employee who is well-trained in resolving customer complaints and promoting conflict resolution. A team player who loves to learn new things for career growth and has the willingness to gain more knowledge.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work History
Customer Support Specialist (Indonesia Speaker)
Pando Group
10.2023 - Current
- Handle inquiries and complaints via live chat, ticketing systems, and social media, ensuring efficient support and resolution across multiple platforms.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Assist customers in gaining a better understanding of the company’s platform and respond to inquiries in accordance with company policies.
- Manage technical incidents from initiation to resolution, ensuring timely communication with customers regarding status updates and expected resolution times.
- Delivered exceptional customer service through clear communication, empathy, and active listening skills.
- Researched and identified solutions to technical problems.
Customer Support Executive (Indonesian Speaker)
Two Snap Sdn. Bhd.
02.2023 - 08.2023
- To provide timely solution and support to all customers request from Italy, UK, Singapore, Malaysia and Indonesia via various communication channels such emails, live chat and social media with using different system's such as Meta Suite Business and etc
- Identify and escalated issue appropriately
- Trouble shot required to resolve user issues
- Work closely with other relevant department in resolving customers' feedback
- Collect data and update customer service knowledge base
- Monitor and control numerous concealment task in tandem
- Proactively and independently work to meet target and goals
- To perform and hoc task assigned by management from time to time
- Built strong relationships with field operations team to support business development opportunities and improve service
- Improved customer satisfaction by efficiently addressing and resolving inquiries, concerns, and complaints.
Telemarketing (Internship)
Sawanah Sdn. Bhd.
04.2022 - 08.2022
- Answered questions about company offerings with knowledgeable responses about products and services
- Answered calls, took messages, and transferred calls to correct individuals
- Displayed excellent sales skills and understanding of how to leverage abilities to exceed quotas
- Completed daily and weekly sales reporting using excel
- Made average of 100 inbound calls per day
- Interacted with customers by phone and social media platforms to provide information
- Explained product prices and packages as well as answered questions and addressed concerns of customers.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Contributed to a positive team environment by collaborating with fellow interns on group projects and presentations.
Education
Diploma - Halal Industry Managment
International Islamic College
Kuala Lumpur 10.2018 - 05.2022
Skills
Problem Solving
I'm good at finding solutions and making decisions for any issues I can identify the root causes of issues faced by customers and come up with effective solutions I can also come up with fresh, original ideas to satisfy customer needs When an issue arises, I can act immediately and wisely to find a solution that will benefit customers
Customer Service Skills
I'm an excellent communicator and a good listener I always stay calm and patience when I face difficulties I understand what customers need, and I make sure to pay attention to customers' complaints and enquiries
CRM
I work efficiently using Customer Relationship Management (CRM) software and ticketing systems In order to enhance my customer support skills, I always use different tools to smooth the processes As for now, I've worked on and familiarized with various platforms such as Salesforce, Genesis, Jira, WhatsApp Bot, and Meta
Multi-Tasking
I have experience in handling various platforms I assist the users as a live chat agent and attend to other inquiries from email and social media within the SLA On the other hand, I also help my teammates to smooth the operation
Good in Communication Skill
I'm an active listener and experienced in working with people from different cultures I'm comfortable in using various software and communication tools in my day to day at work
Excel
MS Word
Power Point
Outlook
CRM
Salesforce
Genesys
Meta Business Suits
Typingspeed
40 above
Personality
I enjoy getting to know people through conversations. I have proven myself able to meet the company standards. I'm calm enough to analyse when an issue arises, and I don't have any doubts about completing any ad-hoc tasks given to me. I believe that I still have room for improvement every single day.
References
- Ms.Dewi Farhana, Team Leader at Two Snap, 0143017453
- Ms. Yoshi, HR at Two Snap, 0176014263
- Ms. Nadia, Team Leader at Pando Group, 0102009845
Timeline
Customer Support Specialist (Indonesia Speaker)
Pando Group
10.2023 - Current
Customer Support Executive (Indonesian Speaker)
Two Snap Sdn. Bhd.
02.2023 - 08.2023
Telemarketing (Internship)
Sawanah Sdn. Bhd.
04.2022 - 08.2022
Diploma - Halal Industry Managment
International Islamic College
10.2018 - 05.2022
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