Tisa Fitri Merianto

AIDC Product

• Serve as primary point of contact for all technical support (Tier 1 & 2) issues across PSS APACI region.
• Help customers to solve technical issues for customers, both external as well as internal related to Scanner, Mobility Edge and Industrial Label Printer by providing coverage of Technical Support (Hotline, mail, live-chat, and web support).
• Provide pre- and post-sales technical assistance for internal and external customers: facilitating identification, investigation, resolution, root cause analysis and replication of technical issues. Areas include, but are not limited to, configurations, installation procedures, application functionality, and other areas as related to system operations.
• Create, track and monitor Salesforce records for all incoming support requests. Keep Salesforce system updated with current information on support case, related activities and resolution.
• Streamlined processes by creating comprehensive documentation (Knowledge Base) of technical procedures / articles / videos for future reference and participate on training TechGPT AI tools for accurate response.
• Collaborated with cross-functional teams Engineering, Quality, Sales Application, Channel Sales, Order Management and Service team across APACI & GLOBAL to identify and resolve complex technical challenges for EWR | PCR | Quality | Service | DOA | OBF | Sales lead

Achievements :

• Receive bravo award on Aug 2025 for an exceptional support to customer and Sep 2025 for exceptional adoption of TechGPT.
• Create 5 YouTube videos related to knowledge articles for better troubleshooting guideline.

Fire, Security & BMS/EP Product

• Served as dedicated primary point of contact for a portfolio of accounts, building rapport, and ensuring exceptional customer experiences and satisfaction for Fire Alarm System, Security Product and BMS/EP Product.
• Proactive to identified customer needs, providing swift and empathetic responses to inquiries, and fostering strong relationships to enhance brand awareness.
• Responded promptly to inbound customer calls, emails, and chat addressing a wide range of inquiries such as order status, shipping dates, order changes, repairs, and returns.
• Collaborated effectively with cross-functional teams, including Technical Support, Logistics, Manufacturing, Regional Sales Managers, and Product Managers, to resolve customer issues efficiently.
• Managed end-to-end order processing, including order entry, order expediting, change orders, returns processing, and monitoring order status to guarantee on-time deliveries.
• Actively sought opportunities for process improvement, acting as a change agent to enhance the effectiveness of Customer Care operations and provide backup support to the team.
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.

Achievements :

• Receive bravo award on Q1, Q3, Q4 2022 and Q1 2023 for an exceptional support to customer, sales and logistic team.

• Provided L1 and L2 helpdesk support to Citi employees in Indonesia and Malaysia, offering technical assistance and prompt issue resolution through in-person, phone, email, chat, and ServiceNow ticketing channels, consistently meeting SLA targets.
• Demonstrated expertise in supporting and troubleshooting Virtualization environments, including VMware, vCenter, and vSphere, ensuring seamless operations for users.
• Managed software installations and removal on user desktops using SCCM, ensuring efficient software deployment and maintenance.
• Provided excellent technical assistance to users remotely of Microsoft 365 for Outlook, Exchange Online, SharePoint, OneDrive, and Teams, making sure everything ran smoothly and the problems were fixed quickly.
• Identified and escalated critical situations requiring urgent attention, collaborating closely with resolver groups to drive effective Problem Management and resolution.
• Maintained end-to-end ticket management for all incidents and changes, diligently progressing each incident ticket until resolution, and ensuring exceptional customer experiences.

Achievements :

• Receive compliments as excellent service from customers; twice on 2019

• Provided expert helpdesk support to L1 agents in the ASEAN region, offering technical guidance, support, and troubleshooting assistance.
• Analyzed and audited repeat repair machine cases, ensuring proper handling of parts released by agents and identifying opportunities for improvement.
• Conducted education, coaching, and training sessions for L1 agents, supporting their technical skill development and fostering a high-performing team.
• Collaborated closely with authorized service partners (ASPs) for seamless part ordering and onsite repair services, enhancing customer satisfaction.
• Handled escalations and special requests from both B2C Consumers and Corporate Global Account/Key Account (B2B) clients, delivering personalized and efficient support.
• Monitored and tracked issues to ensure accurate and timely resolution, maintaining a high level of customer service.
• Utilized SAP CRM to update and maintain customer details, streamlining communication and information management.
• Prepared and presented weekly reports on repeat repair (RR) and PPSN (part per serial number) for each service order, ensuring adherence to KPI elements and SLA commitments.

Achievements :

• Reduce repeat repair (RR) from 15% to 10% with an action plan start from Jan – July

Lenovo CC ASEAN PROJECT

• Handled inbound, outbound, and email communications calmly to address a wide range of customer inquiries efficiently and finding resolutions that satisfied both the company and the customer''s needs.
• Provided exceptional support to customers in both Indonesia and Singapore, ensuring their needs were met with the utmost care and professionalism.
• Utilized SAP CRM to accurately update and maintain customer details, ensuring seamless communication and streamlined information management.
• Demonstrated a problem-solving mindset to identify customer issues promptly, surpassing customer expectations with accurate and satisfactory solutions.
• Employed troubleshooting techniques and tools to identify and address defective products, adhering to established guidelines for issue resolution.
• Leveraged strong selling skills to guide customers in choosing the most suitable products and services, enhancing overall customer satisfaction.
• Collaborated closely with team members to achieve key performance indicators (KPIs) and meet service level agreements (SLAs), fostering a cooperative and high-performing team environment.

Achievements :

• Best agent line lead choice awards for the year 2016
• Best quality call for month February, March, May, June, August in the year 2017
• Best Customer Data Survey (CDS) for month May 2017
• Get promoted to Technical Support Specialist in Nov 2017

• Provided comprehensive helpdesk and technical support for client PCs, including tasks such as antivirus updates, data backup, and hardware maintenance.
• Designed, deployed, and maintained Windows Server environments, including Windows Server 2012
• Managed and maintained the company's server and database (MS SQL Server), ensuring network security and firewall were up-to-date.
• Oversaw the maintenance of the email hosting server, performing server additions, backups, and cleanup to ensure smooth email communication.
• Troubleshooting and resolving Microsoft 365-related problems, including email configuration issues, access problems, and application errors, both remotely and on-site.
• Developed and maintained the ERP application for production, utilizing VB 6.0 and VB .NET to enhance operational efficiency.
• Created web-based reporting using HTML, PHP, and Javascript, facilitating production and documentation needs.
• Actively engaged in application development to cater to specific company requirements, optimizing business processes for effectiveness.
• Generated monthly inventory reports and conducted data analysis to reconcile actual and system figures accurately.
• Actively participated in the creation and documentation of ISO Quality Management System documents, contributing to quality standards compliance.
• Efficiently handled flow process control for production, ensuring seamless and productive operations.
• Optimized the CRM system for better management of client data, resulting in improved prospect targeting for future campaigns.

Achievements :

• Finish project company website: www.nittohbatam.co.id
• Finish project helpdesk system for a technical purpose: help.nittohbatam.co.id
• Internal auditor for ISO QMS (ISO 9001:2008, ISO 14001:2004, OHSAS 18001:2007)
• Finish project e-Library for production document and ISO QMS document