Sera Yonavia
Business Process Delivery Analyst
Kuala Lumpur
Summary
Experienced call center job with over 10 years of experience in. Excellent reputation for resolving problems and improving customer satisfaction. Offering excellent communication and good judgment. Enthusiastic in call center/business analyst and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Clear understanding and motivated to learn, grow and excel in the industry. Hardworking and passionate job seeker with strong organizational skills eager to secure position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work History
Business Process Delivery Analyst
Accenture Technology Solutions Sdn Bhd
Kuala Lumpur
2021.07 - Current
- Answering email and live chat from Indonesian YouTube Creators
- Provide all information about YouTube, AdSense and Google Mail.
- Escalate case for the issue that the customer has with the related team
Customer Support Agent
Manpower Business Solutions Sdn Bhd
Kuala Lumpur
2017.06 - 2021.06
- Call Indonesian Creators to offer YouTube Partner Manager Program
- Answering email and live chat from Indonesian YouTube Creators
- Provide all information about YouTube, AdSense and Google Mail.
- Escalate case for the issue that the customer has with the related team.
Customer Service Representative
PT Transcosmos
Jakarta
2016.01 - 2017.01
- Answering inbound call, live chat, email, social media for Malaysia line (for 7 months, due to the line is closed, I moved to Chat department and handle for Indonesia and English chat)
- Provide all information about the Traveloka products such as ticket flight, voucher hotel, top up and ticket train.
- Escalate case for the issue that customer has to the related team.
- Help Team Leader or Supervisor briefing to all agents regarding the product
Customer Service Representative
VADS Berhad
Kuala Lumpur
2014.05 - 2015.11
- Answering inbound call from Celcom customer stay in Malaysia
- Do outbound call to update the information
- Escalate case for the issue that customer has and keep following up to customer via outbound call
- Provide all information about the charge to call to Indonesia
Customer Service Representative
PT Vads Indonesia
Jakarta
2013.04 - 2014.04
- Answering inbound call from Celcom customer stay in Malaysia
- Do outbound call to update the information
- Escalate case for the issue that customer has and keep following up to customer via outbound call
- Provide all information about the charge to call to Indonesia
Customer Service Representative
PT Vads Indonesia
Yogyakarta
2011.11 - 2012.12
- Answer inbound call for XL products.
- Do outbound call to update the case
- Follow up case to the team in charge with the issue
Sales Marketing Executive
PT. Dempsey Nusantara
Jakarta
2010.12 - 2011.10
- Sell all furniture products that are available in the showroom.
- Make an appointment with the customer who wants to make a design in their house.
Education
Diploma 3 - Faculty of Management Informatic
STMIK A YANI
Yogyakarta, Indonesia 2007.10 - 2010.10
Skills
Product delivery processes
Timeline
Business Process Delivery Analyst
Accenture Technology Solutions Sdn Bhd
2021.07 - Current
Customer Support Agent
Manpower Business Solutions Sdn Bhd
2017.06 - 2021.06
Customer Service Representative
PT Transcosmos
2016.01 - 2017.01
Customer Service Representative
VADS Berhad
2014.05 - 2015.11
Customer Service Representative
PT Vads Indonesia
2013.04 - 2014.04
Customer Service Representative
PT Vads Indonesia
2011.11 - 2012.12
Sales Marketing Executive
PT. Dempsey Nusantara
2010.12 - 2011.10
Diploma 3 - Faculty of Management Informatic
STMIK A YANI
2007.10 - 2010.10
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