Microsoft Excel
Cintya Kurnia Agustin
Customer Service Specialist
Central Jakarta,DKI Jakarta
Summary
Knowledgeable and dedicated customer service professional with extensive experience in travel and aviation industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships and growing businesses.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
Work History
International Flight Specialist
ATI Business Group
Central Jakarta, DKI Jakarta
04.2021 - Current
- Processed order transactions of flight for Traveloka and provided customers with detailed itineraries, tickets and receipts using general distribution system such as Amadeus, Travelport and Sabre
- Clarified customer issues and determined root cause of problems to resolve the case or service complaints.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Fare Audit
ATI Business Group
Central Jakarta
07.2020 - 11.2020
- Investigate airline fare using Amadeus GDS to recognizing discrepancies and promptly compile into a report
- Maintain the accuracy of fare testing to avoid financial lost for client
Customer Service and Data Analyst Team Leader
ATI Business Group
Central Jakarta
10.2019 - 07.2020
- Supervised employees and assessed performances to determine key performance indicator and achieve client satisfaction
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Trained, oversaw and mentored all team members to strengthen performance and job expertise by creating monthly review, weekly briefing, and one on one session.
- Established and updated work schedules to account for achieving 24/7 services
Customer Service and Data Analyst
ATI Business Group
05.2019 - 09.2019
- Searched, extracted and interpreted information from Booking.com's partner to determine correct input procedure.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Participated in requirements and used case reviews.
Ticketing Officer
ATI Business Group
Jakarta, Indonesia
11.2018 - 04.2019
- Assisting related team to do reservation and reschedule flight tickets using General Distribution System (GDS) Amadeus.
- Analyze and solve any cases that affects to issue and reissue flight tickets
- Communicate by chat and calls with representative team at Republic South Africa to solving any issues.
- Being part to evaluate the team's performance in communicating with agent using measurement tools
Brand and Social Media Strategist Intern
PT Marketing Komunikasi Indonesia
Jakarta, Indonesia
07.2016 - 09.2016
- Assisted team with various marketing projects that would engage new leads and potential customers.
- Created engaging content to catch attention of potential customers.
- Identified appropriate marketing channels and target customers for campaigns.
- Studied demographic data to determine optimal targets, competitor offerings and tactics for persuasion.
Education
Bachelor of Communication Science - Marketing Communication
01.2013 - 01.2017
- Graduated with 3.68 GPA
- Member of Himpunan Mahasiswa Ilmu Komunikasi as Public Relation Staff
- Awarded as Grantee of Marga Jaya Scholarship 2015-2016
- Writing thesis about Remarketing Ads ands it's impact to the audience
Skills
Marketing Communication
undefinedSoftware
Adobe Photoshop
Amadeus
Sabre
Microsoft Office
Travelport
Salesforce
Zendesk
Adobe Premiere Pro
Timeline
International Flight Specialist - ATI Business Group
04.2021 - Current
Fare Audit - ATI Business Group
07.2020 - 11.2020
Customer Service and Data Analyst Team Leader - ATI Business Group
10.2019 - 07.2020
Customer Service and Data Analyst - ATI Business Group
05.2019 - 09.2019
Ticketing Officer - ATI Business Group
11.2018 - 04.2019
Brand and Social Media Strategist Intern - PT Marketing Komunikasi Indonesia
07.2016 - 09.2016
BRAWIJAYA UNIVERSITY - Bachelor of Communication Science, Marketing Communication
01.2013 - 01.2017
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