t
tam_danofal

Danopal A

@tam_danofal

Customer Support Specialist, Email, Chat, Booking and Admin Support

Indonesia
Indonesian, English
About me
Hi, I'm a customer experience and operations professional with 8 years of hands on work including 5 years specializing in Customer Service and a Bachelor's degree in Industrial Engineering, which gives me a strong process driven approach to every task I handle. What I bring to your business: - Customer Support across Email, Chat, and Technical channels - Booking & Reservation Management - Administrative Support & Data Entry Tools I work with: CRM systems, Zendesk, Sales Force, Zoho, Google Workspace, Microsoft Office etc.... Read more

Skills

t
tam_danofal
Danopal A
Offline • 

See my services

General Assistance
I will do customer support specialist
From$5 / projectMore details

Portfolio

Work experience

Mitra_Innovation

Biznet Customer Service, English Agent – T2

Mitra Innovation • Full-time

Dec 2019 - Nov 2022 • 2 yrs 11 mos

 Handled Internet Services, Payments, and Technical Support  Managed inbound calls to identify and resolve customer issues related to internet connection, billing/payment concerns, and technician appointments using internal tools.  Conducted outbound calls to update customers on their ongoing issues and assist technicians in locating customer addresses for onsite support.  Created, escalated, and closed complaint tickets based on customer service history and issue tracking procedures.  Operated technical and billing tools connected directly to customer accounts to troubleshoot and resolve service disruptions.  Responded to customer complaints and inquiries received via email, ensuring proper escalation to the relevant internal departments.  Collaborated with internal teams, including sales and store branches, through WhatsApp, LINE, and phone calls to follow up and coordinate on unresolved customer concerns.

Transcom

Traveloka Contact Center English Agent

Transcom • Full-time

Feb 2017 - Dec 2019 • 2 yrs 10 mos

 Handled Hotel and Flight Ticket Support (Email, Inbound & Outbound Calls)  Responded to customer inquiries via email, inbound calls, and outbound calls regarding hotel and flight ticket bookings.  Provided prompt and effective solutions to customer issues, including schedule changes, booking errors, and special requests.  Handled ticket cancellations for both flight and hotel bookings, including complex (hardcase) refund cases where funds were not successfully returned to the customer’s account  Conducted proactive outbound follow-ups to ensure complete resolution of customer issues.  Coordinated with internal departments and third-party providers (airlines and hotels) to expedite issue resolution.  Maintained high levels of customer satisfaction by using empathetic communication and problem-solving strategies, even in challenging situations.