Retno Widiantoro

A highly professional Customer Support with 5 years of experience in calls service, email, and social media in multiple industries. Possess a positive attitude and is skilled in major customer service software such as Zendesk, Freshdesk, Yellow Messenger, and Social Media Platform.

   Indonesia   retnowidiantoro   [email protected] +6289-6686-54617

Experience

Customer Experience & Support Logistics

Janio Asia, Singapore  •  September 2020 - Present

  • As operations teams parts, assisted the clients with their inquiry and complaints on daily basis.
  • Answered the inquiry and complaints minimum of 60 tickets/day.
  • Achieved the satisfaction of the client by over 95%.
  • Responsible for coordinating between the local CS team, local operations team, and local network partners in each country to follow up customer cases/inquiry.
  • Make report lost parcel to the client and followed up with the claims team.
  • Outbound email/calls to the client regarding the delivery exception (Bad address/Rejected by the consignee/Prohibited items). A day 30/ticket.

Customer Support ECommerce

PT Bimasakti Multi Sinergi, Indonesia  •  October 2017 - June 2020

  • Interaction with customers using multiple channels, such as: Calls: Both Inbound & Outbound, Live Chat, Freshdesk email, WhatsApp Business, Social Media Platform.
  • Monitoring and ensuring all payment/order from customers running well with helpdesk tools (CPanel/API), and minimizing payments failed >-5% of total target 95%.
  • Verification of product from the seller, is it eligible or not posted in the commerce storefront.
  • Coordination and escalation with the technical team if there's an issue with the application or website. 

Customer Service Representative of Telecommunication

PT. VADS INDONESIA, Indonesia  •  August 2016 - July 2017

  • Answered calls with an average of 70 calls/day.
  • Resolved the inquiry and case of customer < 95% on daily basis.
  • Outbound calls to customers to offer the new product from the company. Meet the target by selling 90% of the target revenue.
  • Cross selling and upselling of the last product customers have.

Education

2011 - 2016

University of Technology Yogyakarta, Indonesia

Informathics, GPA 3.1

Soft Skills

Hard Skills

  Ability To Work Under Pressure

  Adaptable & a quick learner

  Communication Skills

  Good Teamwork

  Maintenance Work

  Multitasking capabilities

  Negotiation skills

  Project Completion

  Email Management

  Email and Chat Support

  Google Spreadsheet

  Microsoft Excel

  Social Media Platform

  WhatsApp Business

  Zendesk & Freshdesk




Languages

   English — Intermediate      Indonesian — Professional   

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