Salesforce
Hi, I’m
Geralda Danoe
Customer Support Specialist
Jakarta Selatan
Summary
I am a Customer Support Specialist bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills with acquired experiences and knowledge in client relations, hospitality, sales, analytics, SEO and fashion market insights.
I am a solid team player with an outgoing and positive demeanor and someone who is articulate, energetic and results-oriented with exemplary passion for providing support and developing relationships.
I have an eagerness in contributing to a quality company and would like to be a part of a team with professional and active work environment in which I can thrive in.
Overview
7
years of professional experience
4
Languages
Work History
Semrush
Customer Support Frontline Specialist
09.2023 - Current
Job overview
- Manage a queue of support emails/cases (Salesforce)
- Manage a queue of support tickets and live chats (Intercom)
- Handling users' support requests via phone calls
- Respond to customer inquiries & track customer functional requirements
- Resolve product/service issues by clarifying the customer’s complaint, determining the cause of the issue, selecting and explaining the best solution to solve the problem, following up to ensure resolution
- Build a trust relationship for customer account loyalty and engage customers
- Help improve users' product stickiness by providing information on product and subscription features
- Ensuring smooth and enjoyable customer experience
- Provide basic recommendations to utilize product for SEO needs
Semrush
Customer Support Specialist for US
07.2022 - 09.2023
Job overview
- Manage a queue of support emails/cases (Salesforce)
- Respond to customer inquiries & track customer functional requirements
- Assist users' troubleshooting needs
- Resolve product/service issues by clarifying the customer’s complaint, determining the cause of the issue, selecting and explaining the best solution to solve the problem, following up to ensure resolution
- Build a trust relationship for customer account loyalty and engage customers
- Help improve users' product stickiness by providing information on product and subscription features
- Ensuring smooth and enjoyable customer experience
- Provide basic recommendations to utilize product for SEO needs
Omnilytics
Client Success Manager
09.2021 - 07.2022
Job overview
- Drive client retention and portfolio growth
- Maintain a cadence of communication with clients about their adoption trends
- Represent the voice of the customer to provide feedback
- Conduct analysis and provide insights to our clients to ensure maximum user experience
- Conducting market trend analysis and providing fashion market insights to clients
- Identify opportunities for clients to act as an Omnilytics advocate
- Understanding clients’ challenges/pain points
- Tailoring relevant use cases to help clients get the best out of the Omnilytics dashboard
Omnilytics
Client Success Intern
03.2021 - 09.2021
Job overview
- Shadowing and participating in client interactions and calls to support Client Success Managers
- Provide meaningful input through analysis, reporting, or other performance metrics and dashboards
- Participate in project management and implementation of various Client Success initiatives
Luxierge
Founder & Owner
01.2018 - 03.2020
Job overview
- Curating luxury fashion goods for clients
- Receiving and handling orders from customers
- Procuring luxury fashion goods for clients
- Brands: : Chanel, Hermès, Dior, Roger Vivier, Goyard, Manolo Blahnik, Celine, Bottega Veneta, Delvaux, Cartier, Rolex, etc.
- Handling clients' inquiries
The Laguna, A Luxury Collection Resort & Spa, Nusa
Business Center Admin (Intern)
02.2017 - 08.2017
Job overview
- Email-Handling
- Phone-handling
- Assessing and replying to guest reviews on platforms such as TripAdvisor, Google Reviews, Booking.com, etc.
- Checking and forwarding the Night Report sent by Manager on Duty
- Checking, forwarding and handling GuestVoice
- Making welcome cards & letters for guest rooms
- Receiving & handling guests' additional booking requests
Education
Institut Français D'IndonésieJakarta, Indonesia
No Degree from French Language
04.2001
University Overview
- Latest Level achieved: B1.1
Binus University International Jakarta, Indonesia
Sarjana Ekonomi (Bachelor in Economics) from Hospitality & Tourism Management
04.2001
Skills
Software
Google Workplace
Microsoft Office
Intercom
RingCentral
Organizations
Binus International Student Committee
- Jan 2018 - Jan 2019: Member of the selected Advisory Board
- Jan 2017 - Jan 2018: Director of Student Activity
- Jan 2016 - Jan 2017: Student Activity Associate
Timeline
Customer Support Frontline Specialist
Semrush
09.2023 - Current
Customer Support Specialist for US
Semrush
07.2022 - 09.2023
Client Success Manager
Omnilytics
09.2021 - 07.2022
Client Success Intern
Omnilytics
03.2021 - 09.2021
Founder & Owner
Luxierge
01.2018 - 03.2020
Business Center Admin (Intern)
The Laguna, A Luxury Collection Resort & Spa, Nusa
02.2017 - 08.2017
Institut Français D'Indonésie
No Degree from French Language
04.2001
Binus University International
Sarjana Ekonomi (Bachelor in Economics) from Hospitality & Tourism Management
04.2001
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