Imraatul Burhani
Summary
Accomplished Senior Customer Support Specialist with a proven track record at GetGround, enhancing team productivity and customer satisfaction through expert leadership and effective communication. Skilled in CRM software and problem-solving, consistently exceeding targets. Demonstrates adaptability and a results-driven approach, significantly improving departmental performance.
Overview
14
14
years of professional experience
Work History
Senior Customer Support Specialist
GetGround
06.2021 - 04.2023
- Mentoring and guiding junior support team members, sharing knowledge and best practices, and fostering a collaborative and positive work environment.
- Maximized productivity by consistently meeting or surpassing established individual and team targets.
- Collaborated with cross-functional teams to resolve product-related issues promptly, ensuring a seamless customer experience.
- Generating and issuing accurate and timely invoices to customers, ensuring adherence to payment terms.
- Monitoring and reconciling customer accounts, identifying and resolving discrepancies, and managing overdue payments.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated actively in weekly meetings to discuss ongoing projects or initiatives aimed at improving overall department performance.
Subject Matter Expert
Genpact
12.2020 - 04.2021
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Boosted team morale and productivity through effective leadership and clear communication.
- Streamlined communication between departments, ensuring that project specifications were clearly understood and met.
- Conducted regular reviews of operations and identified areas for improvement.
- Enhanced team productivity by leading specialized training sessions on innovative industry practices.
Process Associate
Genpact
02.2020 - 11.2020
- Handled high volumes of incoming work requests professionally while maintaining excellent organization.
- Leverage user reports corresponding with users pertaining to reported objects and other sources within the online queue.
- Collaborated with team members for enhanced process efficiency and productivity.
- Managed multiple tasks simultaneously, ensuring timely completion of all assignments.
- Communicated effectively with colleagues and supervisors to resolve issues promptly and accurately.
- Review user accounts daily to determine whether or not they are violating the policy.
Customer Service Guest Specialist
Booking.com
10.2014 - 01.2020
- Greeted incoming customers and offered immediate assistance.
- Utilized strong problem-solving skills to effectively address and resolve any unexpected challenges that arose during a guest''s stay.
- Boosted customer satisfaction ratings by efficiently handling guest complaints and resolving issues.
- Assisted in training new staff members, ensuring consistent high-quality service for all guests.
- Ensured a clean and safe environment for guests by adhering to company cleanliness standards and safety protocols.
- Meet target at Customer satisfaction and contacts per hour.
- Outbound calls to hotels/guest for special request arrangement.
- Providing accurate, valid and complete information by using the right tools, methods and processes.
- Managed relationships with hotels by providing high levels of customer service and account management support.
Ticketing and Reservation
Lion Airlines
06.2012 - 09.2014
- Managed ticketing and reservation systems, ensuring accurate bookings and seamless travel experiences for passengers.
- Managed ticketing and reservation systems, ensuring accurate processing of passenger information and flight bookings.
- Overhauled front-of-house operations for improved guest experiences, including staff training in customer service best practices and updated reservation systems.
- Assisted with reservation management, ensuring accurate bookings and minimizing overbooking incidents.
- Managed reservation system efficiently, effectively handling booking modifications, cancellations or refund as needed.
Recruitment Executive
Max Employment Agency
10.2009 - 05.2012
- Hired employees and initiated new hire paperwork process.
- Promptly corresponded with applicants and coordinated and conducted interviews.
- Tracked candidates and pushed for feedback on disqualifications, time-to-fill statistics and other variables.
- Supported programs by preparing worksheets, gathering communication materials, and coordinating meetings.
- Enhanced candidate experience by streamlining the recruitment process and implementing effective communication strategies.
- Conducted exit interviews with departing employees to gather insights on potential areas of improvement within the organization''s recruitment and retention strategies.
- Conducted thorough interviews to assess candidate fit, skills, and cultural alignment with employer values.
Education
Diploma - Business Marketing
Fanshawe College
Canada01.2026
Associate Degree - Business
Universitas Negeri Surabaya
Indonesia08.2009
Skills
- Effective Communication
- Customer service excellence
- Problem-solving aptitude
- Adaptability
- Time management abilities
- Issue and Complaint Resolution
- Adaptability and Flexibility
- Complaint Handling
- Quality Assurance
- CRM Software
- Attention to Detail
- Problem-solving abilities
Languages
English
Indonesian
Malay
Timeline
Senior Customer Support Specialist
GetGround
06.2021 - 04.2023
Subject Matter Expert
Genpact
12.2020 - 04.2021
Process Associate
Genpact
02.2020 - 11.2020
Customer Service Guest Specialist
Booking.com
10.2014 - 01.2020
Ticketing and Reservation
Lion Airlines
06.2012 - 09.2014
Recruitment Executive
Max Employment Agency
10.2009 - 05.2012
Diploma - Business Marketing
Fanshawe College
Associate Degree - Business
Universitas Negeri Surabaya
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