Dinda Cahya Mentari
Content Moderator | Customer Service Expertise | 2 Years Experience In Contact Center
Daerah Istimewa Yogyakarta
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
3
3
years of professional experience
4
4
years of post-secondary education
9
9
Certifications
Work History
Content Moderator
PT. Transcosmos Indonesia
Semarang, Jawa Tengah
2022.08 - 2023.01
- Reviewing shop product content, including text and images, to ensure that it follows company guidelines
- Reviewing content to determine if it violates any laws or regulations, such as those pertaining to hate speech, bullying, or harassment
- Reviewing content for plagiarism or copyright infringement, or for obscene language or pornographic images
- Reviewing content for obscene language or pornographic images, such as photos or videos, which might violate state laws regarding child pornography
Quality Control MSQM in Tokopedia Project
PT. VADS Indonesia
Daerah Istimewa Yogyakarta
2022.01 - 2022.05
- Audit customer service agents interactions with customers (live, recorded) to measure performance against quality standards, including subjective components such as soft skills and courtesy
- Identify key behaviors and defects that drive or reduce the quality of service and customer satisfaction.
- Provided regular updates to team leader on quality metrics by communicating consistency problems.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
Live Chat Agent in Shopee Indonesia Project
PT. VADS Indonesia
Daerah Istimewa Yogyakarta
2020.03 - 2022.01
- Handled 60-90 chats per day to address customer inquiries and concerns.
- Answer incoming customer live chats regarding website navigation issues, service questions, and general client concerns.
- Worked with customers to understand needs and provide excellent service.
- Actively listened to customers requests, confirming full understanding before addressing concerns.
- Asked open-ended questions to determine which products or services would be best fit for customer's needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Store Staff Kidzoona
PT. AEON Fantasy Indonesia
Daerah Istimewa Yogyakarta
2019.06 - 2019.11
- Responsible for promotional events in the area
- Prioritized helping customers over completing other routine tasks in store.
- Assist Store Manager in carrying out daily work.
- Listened to customer needs and desires to identify and recommend optimal products.
- Stocked merchandise, clearly labeling items and arranging according to size or color.
- Answered questions about store policies and addressed customer concerns.
- Helped customers complete purchases, locate items and join reward programs.
Education
Bachelor of Political Science - International Relations
Universitas Muhammadiyah Yogyakarta
Daerah Istimewa Yogyakarta 2014.09 - 2018.07
Skills
Attention to Detail
Capable for analyzing & solving problems
Doing work with timely manner
Well organized
Typing 86 wpm
Customer Service Expertise
Bilingual in Indonesia and English
Google Docs
Certification
Certified English Test, English First
Timeline
Content Moderator
PT. Transcosmos Indonesia
2022.08 - 2023.01
Certified English Test, English First
2022-06
Quality Control MSQM in Tokopedia Project
PT. VADS Indonesia
2022.01 - 2022.05
Live Chat Agent in Shopee Indonesia Project
PT. VADS Indonesia
2020.03 - 2022.01
Store Staff Kidzoona
PT. AEON Fantasy Indonesia
2019.06 - 2019.11
Workshop Penulisan Skripsi
2017-09
Kuliah Kerja Nyata Model Reguler Tematik
2017-09
Achievement Motivation Training held by Universitas Muhammadiyah Yogyakarta
2016-12
Diplomatic Course held by Universitas Muhammadiyah Yogyakarta
2016-11
Softskill Public Speaking held by Universitas Muhammadiyah Yogyakarta
2016-04
Softskill Information & Communication Technology held by Universitas Muhammadiyah Yogyakarta
2016-04
Participant International Relations Visit Malaysia held by Korps Mahasiswa Hubungan Internasional, Universitas Muhammadiyah Yogyakarta
2016-04
Training Workshop Academic Writting held by Universitas Muhammadiyah Yogyakarta
2015-11
Bachelor of Political Science - International Relations
Universitas Muhammadiyah Yogyakarta
2014.09 - 2018.07