Ida Rena Tampubolon
Customer Care Specialist
Kuala Lumpur
Summary
To obtain a customer service position where I can maximize my people-oriented experience, communication skills, critical thinking enhancement and problem-solving abilities. Logical [Job Title] bringing [Number] years of experience consistently enhancing customer satisfaction. Poised when communicating with customers and vendors, analyzing, and resolving complex issues and documenting accurate notes of account interactions. Versatile professional comfortable working in high-volume, high-stress environment.
Overview
13
13
years of professional experience
Work History
Customer Care Specialist in Lenovo
Scicom (MSC) Berhad
Kuala Lumpur
6 2023 - Current
- Level 2 customer care support for Indonesia
- To represent the client and be professional in all communications with customer
- Act as an ambassador for the company when communicating with its users
- Ensure adherence to operational processes and procedure
- Support the management team by providing necessary reports in agreed timeline.
Customer Support Executive
Scicom (MSC) Berhad
07.2019 - 03.2023
- Providing customer support and technical issues resolution via e-mail, chat, social media and online platform for GE Healthcare (Indonesia) project
- Covering customers from Indonesia, Malaysia, Singapore and Philippines
- Handling multiple concurrent phone chat, whatsapp chat and e-mail interactions dealing with product orders and scheduling field engineers to site
- Work closely with field service sales, service marketing and commercial solutions to resolve process related issues
- Booking healthcare check with various healthcare provider
- Identifying trends in customer problems and provide clear feedback/inputs to the team members based on the issues
- Handling happy call seeking feedback on machine installation and obtaining customer satisfaction.
Customer Support Executive
Pole To Win (Malaysia) Sdn. Bhd.
05.2018 - 02.2019
- Providing customer support and technical issue resolution via email, chat, social media and other online platforms (Dealing with PUBG, CrossFire, Kingdom Craft, MU Origin 2 games)
- To be able handle multiple concurrent chat and email interactions while addressing frequent start and stops from incoming phone calls, emails, social media (Facebook, Playstore and Helpshift) interactions and other online platforms (Covering South-East Asia region)
- Preparing daily and monthly reports and submitting to clients.
Nurse
PT. Tirta Medical Services (Jakarta)
09.2014 - 06.2015
- Provide direct quality care to patients including daily monitoring, recording and evaluating
- Oversee medication and treatments as approved by physicians in keeping with established policies and protocol
- Refine critical thinking, problem solving, organisation and acute care skills to work effectively with patients.
Coordinator Medical Service Centre/Paramedic
PT. Mutiara Medical Service (Pearl Medic) Jakarta
Jakarta
08.2011 - 08.2014
- Assigned service/work schedules for workers as per their area of work
- Receive work orders and tender from superiors and dispatch them to personnel
- Create and submit reports regarding each call received during shift.
Education
Bachelor of Science -
Adventist Nursing Academy Pematang Siantar
Medan 04.2001 -
Skills
Quality Assurance
Customer service excellence
[Product or Service] support
Payment Processing
Call center experience
Customer Service
Complaint Handling
First Call resolution
Skills
MS Office (Word, Excel and PowerPoint), Bahasa Indonesia, English and Bahasa Melayu, Certificate Basic Life Support (2013), Nominated for Nursing Student of the Year Award (2009)
Personal Information
Nationality: Indonesian
References
- Maggie Luk, Customer Experience Manager, Lenovo, +85260911306
- Tan Kay Siang, Manager, Pole to Win (Malaysia), 0182485968
- Amar, Manager, GE Healthcare, 0123203622
- Thulasi Maniam, Assistant Manager, GE Healthcare, 0122822358
- Jessie Wong, Human Resource Manager, Pole to Win (Malaysia), 0122456593
Languages
English
Proficient
C2
Malay
Advanced
C1
Indonesian
Proficient
C2
Timeline
Customer Support Executive
Scicom (MSC) Berhad
07.2019 - 03.2023
Customer Support Executive
Pole To Win (Malaysia) Sdn. Bhd.
05.2018 - 02.2019
Nurse
PT. Tirta Medical Services (Jakarta)
09.2014 - 06.2015
Coordinator Medical Service Centre/Paramedic
PT. Mutiara Medical Service (Pearl Medic) Jakarta
08.2011 - 08.2014
Bachelor of Science -
Adventist Nursing Academy Pematang Siantar
04.2001 -
Customer Care Specialist in Lenovo
Scicom (MSC) Berhad
6 2023 - Current
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