Saraswati Diana Putri

•⁠ ⁠Account Management: Regularly monitored client dashboards to maximize product impact on closing rates and improve overall client performance.
•⁠ ⁠Cross-Functional Collaboration: Worked closely with the Product Team and C-level stakeholders to streamline enhancement requests and bug fixes in JIRA, ensuring alignment with project timelines.
•⁠ ⁠Client Retention & Growth: Conducted quarterly business reviews, successfully retained key clients, and generated new business through referrals.
•⁠ ⁠Client Onboarding: Led onboarding for new clients, including account setup, configuration, and training for both Salesperson and Manager Portal access.
•⁠ ⁠Integration Support: Assisted clients with API integrations and META platform connections to ensure seamless functionality.
•⁠ ⁠Technical Support: Provided second-level support to end-users via Zendesk, email, WhatsApp, and Viber, resolving issues efficiently and maintaining high satisfaction.

• Enhanced customer support performance to consistently meet KPIs and streamline day-to-day operations using Zendesk.
• Developed and reported comprehensive metrics, driving actionable insights for quarterly goal achievement.
• Planned, documented, and executed process improvements, adapting support SOP's for new product launches.
• Facilitated communication between customer care and cross-functional teams, effectively resolving escalated issues.
• Managed customer databases (DynamoDB), ensuring timely updates and accurate records of all client interactions (JIRA)

• Managed check-in and check-out processes, ensuring a seamless customer experience.
• Conducted monthly reconciliation of OTA Extranet with systems including Agoda, Booking.com, Traveloka, Expedia, and ASR Brand.
• Promoted products and services to enhance customer satisfaction and achieve internal targets.
• Developed and implemented monthly promotions to boost customer loyalty and engagement.
• Maintained accurate daily reporting, leasing, and reservation checks to uphold operational standards.

• Supervise operations for the Hotel Restaurant & Bar Garden, managing two distinct outlets.
• Coordinated and executed breakfast, lunch, and dinner events, ensuring smooth service and guest satisfaction.
• Managed banquet events, including preparation, billing, and coordination for meeting room functions.

• Ensured server security and IT infrastructure management, including oversight of domain, connection, and OS maintenance.
• Provided IT support for software and hardware issues, ensuring smooth office operations.
• Managed the filing of team member documents and coordinated monthly HR training sessions and staff celebrations.
• Compiled and updated team member databases and prepared recruitment-related data.