Microsoft Office (Word,Excel,Powerpoint)
Kusnaeni Eka Wardani
Social Media Customer Support Team Leader
Denpasar,Indonesia
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
16
16
years of professional experience
1
1
Certification
2
2
Languages
3
3
years of post-secondary education
Work History
Social Media Customer Support Team Leader
Indodax Nasional Indonesia
07.2023 - Current
- Reduced employee turnover within the department by fostering a positive work environment focused on teamwork, recognition of successes, and open communication.
- Maintained close relationships with key clients through frequent check-ins and updates on their account status or ongoing support requests.
- Managed scheduling and workload distribution for the customer support team, optimizing resource allocation and minimizing response times.
- Streamlined training processes for new team members, promoting faster onboarding and increased productivity.
- Led a team of customer support agents, ensuring high-quality service delivery and efficient problem resolution.
- Improved customer satisfaction by effectively resolving escalated issues and providing timely feedback.
- Collaborated with other departments to gather insights on product issues reported by customers, contributing valuable feedback that informed future improvements.
- Mentored junior team members, fostering professional growth and skill development.
- Coordinated with cross-functional teams to address recurring customer concerns, resulting in improved product quality and user experience.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Escalated issues to proper supervisors when standard processes were not effective.
Quality Control Customer Support And Translator
Indodax Nasional Indonesia
03.2022 - 07.2023
- Stayed current with industry trends and best practices through regular professional development activities, ensuring the continued effectiveness of quality control efforts.
- Contributed to positive customer experiences by promptly addressing concerns related to product quality or performance.
- Enhanced efficiency of quality control processes through systematic organization and accurate recordkeeping.
- Assisted in the development of training materials for new hires, ensuring consistent understanding of quality control standards across the team.
- Identified opportunities for process improvements through careful analysis of inspection data and trends, leading to more effective quality control measures.
- Provided support during internal and external audits, demonstrating an in-depth knowledge of company policies and procedures as they relate to quality control activities.
- Contributed to the creation of company glossaries and style guides to promote consistency within the organization''s translated materials.
- Streamlined translation processes for improved efficiency and faster turnaround times.
- Maintained an up-to-date knowledge of language trends and developments to ensure the highest level of translation accuracy possible.
- Managed multiple projects simultaneously while maintaining strict deadlines and attention to detail.
- Supported legal teams by providing precise translations of contracts, agreements, and other crucial documentation.
Community ( Social Media ) Customer Support
Indodax Nasional Indonesia
10.2020 - 03.2022
- Collaborated with marketing team to develop cohesive brand messaging across all online platforms.
- Managed company reputation by addressing customer concerns and resolving issues in a professional manner.
- Responded to inquiries and engaged with followers to build community and support customer engagement.
Customer Support Specialist And Translator
Indodax Nasional Indonesia
12.2016 - 10.2020
- Analyzed customer feedback data to identify areas for improvement and recommended appropriate solutions.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
- Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
- Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
- Coordinated communication efforts during critical incidents, keeping stakeholders informed of progress towards resolution and minimizing negative impact on customer relations.
- Assisted in the development of user guides, FAQs, and other self-help resources for customers seeking quick answers to common questions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Evaluated customer issues and caller trends to determine areas in need of improvement and implement proactive corrections.
Purchasing Assistant
PT. D&C Engineering Company
05.2013 - 10.2016
- Developed strong working relationships with internal stakeholders, fostering a collaborative approach to achieving organizational goals.
- Managed inventory levels effectively to prevent stockouts and minimize holding costs.
- Conducted market research to identify new suppliers and stay current on industry trends.
- Resolved discrepancies between purchase orders and invoices promptly, maintaining a high level of accuracy in financial records.
- Prepared purchase orders accurately and followed up with suppliers to confirm receipt and delivery schedules.
- Streamlined purchasing processes for increased efficiency and reduced procurement time.
- Coordinated with cross-functional teams to ensure timely delivery of materials for production needs.
- Maintained accurate records of purchases, pricing, and documentation for audit purposes.
- Maintained complete documentation and records of all purchasing activities.
- Established and managed supplier and vendor relationships.
- Oversaw supplier related activities and monitored supplier performances.
- Oversaw purchase order shipments by managing deadlines and cancellation dates.
Office Translator
PT. Rantau Sindu
03.2010 - 04.2013
- Enhanced client satisfaction by delivering accurate and timely translations for various industries.
- Established long-term relationships with clients through consistent delivery of top-quality translation services tailored to their needs.
- Maintained an up-to-date knowledge of language trends and developments to ensure the highest level of translation accuracy possible.
- Streamlined translation processes for improved efficiency and faster turnaround times.
- Assisted non-native Chinese-speaking colleagues with document editing, improving overall team productivity and communication quality.
- Collaborated with fellow translators to ensure consistency in language usage and style across all documents.
- Specialized in translating complex technical documents, ensuring accuracy and clarity for endusers.
- Managed multiple projects simultaneously while maintaining strict deadlines and attention to detail.
- Provided real-time interpretation services during conferences, contributing to seamless communication between speakers and attendees.
- Replicated flow, style, and overall meaning of original texts.
- Applied cultural understanding to discern specific meanings beyond literal written words.
- Translated documents from English to Chinese and vise versa.
- Translated documents for research departments, supporting data collection and reporting.
- Updated existing translations to meet contemporary trends in communication.
- Worked with other translators to facilitate real time conversations.
English & Mandarin Teacher
Britain Music (School Of Music)
03.2009 - 03.2010
- Enhanced learning experiences by incorporating specialized tools and resources tailored to the needs of special education students.
- Organized extracurricular events like field trips and cultural exchanges to enhance students'' understanding of Mandarin language and Chinese culture.
- Promoted cross-cultural understanding by introducing elements of Chinese culture into lessons and classroom activities.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Enhanced student retention by developing engaging and interactive lesson plans tailored to individual needs.
- Assessed student progress through regular quizzes, tests, and oral presentations, providing constructive feedback for improvement.
- Increased student participation with the use of multimedia resources, such as videos, songs, and games.
- Adapted teaching methods to accommodate diverse learning styles and language proficiency levels of students.
- Motivated students to develop competency in speaking, reading and writing Chinese by hosting cultural activities.
- Planned, prepared and delivered creative, dynamic classroom lessons, activities and materials for students.
Administration Officer
Britain Music ( School Of Music )
07.2008 - 03.2009
- Improved record-keeping accuracy by creating an updated filing system for confidential documents and materials.
- Supported department heads through conducting research, preparing reports, and managing various administrative tasks efficiently.
- Organized numerous events and conferences, coordinating logistics and maintaining clear communication with all stakeholders.
- Contributed to office safety by enforcing workplace policies and following emergency procedures as needed.
- Enhanced office efficiency by streamlining administrative processes and implementing new organizational systems.
- Developed strong working relationships with colleagues, contributing to a positive work environment.
- Ensured accurate financial reporting by meticulously reviewing expense reports, invoices, and other financial documents.
- Managed complex scheduling tasks, ensuring that deadlines were met consistently.
Education
No Degree - Chinese Studies
Tamkang University
Taiwan 07.2006 - 06.2008
Diploma - Hospitality Administration And Management
Akademi Pariwisata Indonesia
Indonesia 07.2004 - 08.2005
Skills
Software
Zendesk
Salesforce
Ladesk
Sociomail
Certification
Training Certified Contact Center Team leader
Interests
Blockchain
Cryptocurrency
Reading and Travelling
Reading is my hobby, I can spend more time reading anything. Actually I love reading about politic, news, love story, sad story, funny story and others.
Travelling around the world is my life goal, but it still not ready done yet, I hope I can fill my goal.
Timeline
Training Certified Contact Center Team leader
02-2024
Social Media Customer Support Team Leader
Indodax Nasional Indonesia
07.2023 - Current
Quality Control Customer Support And Translator
Indodax Nasional Indonesia
03.2022 - 07.2023
Community ( Social Media ) Customer Support
Indodax Nasional Indonesia
10.2020 - 03.2022
Customer Support Specialist And Translator
Indodax Nasional Indonesia
12.2016 - 10.2020
Purchasing Assistant
PT. D&C Engineering Company
05.2013 - 10.2016
Office Translator
PT. Rantau Sindu
03.2010 - 04.2013
English & Mandarin Teacher
Britain Music (School Of Music)
03.2009 - 03.2010
Administration Officer
Britain Music ( School Of Music )
07.2008 - 03.2009
No Degree - Chinese Studies
Tamkang University
07.2006 - 06.2008
Diploma - Hospitality Administration And Management
Akademi Pariwisata Indonesia
07.2004 - 08.2005
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