As a Customer Success Team Lead, my personal brand is built on a foundation of passion for helping others and a commitment to delivering exceptional customer experiences. I have a deep understanding of customer needs, and I am able to translate that understanding into actionable strategies that drive customer satisfaction and retention. I am a strong leader, able to inspire and motivate my team to achieve their best. I am always looking for ways to improve and optimize our processes, and I am not afraid to take risks and try new things. I am dedicated to creating a culture of customer-centricity within my team, and I am constantly looking for ways to empower our customers to be successful.
Work Experience
Customer Success Team Lead • Hostinger International
January 2017 - Present
- Help to hire a team of specialists who are focused on delivering world-class technical support.
- Help specialists level up in their skills and experience.
- Drive team members to be self-sufficient.
- Build processes that enable team members to collaborate and execute.
- Hold regular 1:1s with all members of my team.
- Create a sense of psychological safety on my team.
- Engage with our customers to triage their issues.
- Create, update, or review documentation changes based on customer interactions.
- Foster an environment for the specialists on my team to maintain good performance and satisfaction.
- Improve the customer experience in measurable and repeatable ways.
- Participate in escalation on-call rotation.
Customer Success Specialist • Hostinger International
November 2015 - June 2017
- Answering incoming conversations via live chat & ticket.
- Answering customers via Phone Call.
- Helping the Customer to improve their website by assessing their needs.
- Adjusting the product and actively selling additional services.
- Staying proud of your job for making the Client go WOW.
- Interactive learning in our Customer Success Academy with extra guidance and mentors.
Education
2015 - 2018
Universitas AMIKOM Yogyakarta
Bachelor's of Information
2012 - 2015
Universitas AMIKOM Yogyakarta
Information Technology
Skills
- Leading A Team
- Customer Experience
- Data Analysis
- Website Problem-Solving
- Linux Server
- Terminal Server
- VPS Server
- WHM
- CPanel
- Bash Scripting
Language
- Indonesian (native proficiency)
- English (intermediate)
