Hi, I’m
Saraswati Diana Putri
Senior Customer Success Executive
South Jakarta
Summary
Results-driven Senior Customer Success Executive at SalesCandy International, adept at enhancing client relationships and delivering impactful training. Skilled in problem-solving and technical support, I’ve successfully improved client engagement and satisfaction through effective onboarding and regular business reviews. Strong communicator with a proven track record in team leadership.
Overview
7
years of professional experience
4
years of post-secondary education
2
Languages
Work History
SalesCandy International Sdn. Bhd. (Malaysia)
Senior Customer Success Executive
05.2022 - Current
Job overview
- Troubleshoot and provide first-level support for end-users via Zendesk, email, WhatsApp, and Viber.
- Submit confirmed bugs to developers and ensure that the issue is replicated (JIRA)
- Conduct daily reviews of open tickets, client issues, and complaints.
- Onboard new clients with setup, configuration, and training for Salesperson and Manager Portal Access.
- Monitor client dashboards regularly to maximize SalesCandy's impact on closing rates.
FINXFLO Pte.Ltd. (Singapore)
Customer Support Executive
07.2021 - 05.2022
Job overview
- Enhanced customer support performance to consistently meet KPIs and streamline day-to-day operations using Zendesk.
- Developed and reported comprehensive metrics, driving actionable insights for quarterly goal achievement.
- Planned, documented, and executed process improvements, adapting support SOP's for new product launches.
- Facilitated communication between customer care and cross-functional teams, effectively resolving escalated issues.
- Managed customer databases (DynamoDB), ensuring timely updates and accurate records of all client interactions (JIRA)
Somerset Grand Citra Jakarta
Front Desk Agent
08.2019 - 05.2021
Job overview
- Managed check-in and check-out processes, ensuring a seamless customer experience.
- Conducted monthly reconciliation of OTA Extranet with systems including Agoda, Booking.com, Traveloka, Expedia, and ASR Brand.
- Promoted products and services to enhance customer satisfaction and achieve internal targets.
- Developed and implemented monthly promotions to boost customer loyalty and engagement.
- Maintained accurate daily reporting, leasing, and reservation checks to uphold operational standards.
Oak Tree Hotel & Resort Semarang
Leader Waitress and Cashier
11.2018 - 07.2019
Job overview
- Supervise operations for the Hotel Restaurant & Bar Garden, managing two distinct outlets.
- Coordinated and executed breakfast, lunch, and dinner events, ensuring smooth service and guest satisfaction.
- Managed banquet events, including preparation, billing, and coordination for meeting room functions.
Harris Hotel Sentraland Semarang
HR Admin & IT Admin Trainee
05.2018 - 11.2018
Job overview
- Ensured server security and IT infrastructure management, including oversight of domain, connection, and OS maintenance.
- Provided IT support for software and hardware issues, ensuring smooth office operations.
- Managed the filing of team member documents and coordinated monthly HR training sessions and staff celebrations.
- Compiled and updated team member databases and prepared recruitment-related data.
Education
LPP Graha Wisata Semarang
Hospitality
01.2017 - 01.2018
Texmaco Vocational High School
Computer Networking
01.2014 - 01.2017
Skills
Relationship Client
Personal Information
Date of Birth: 08/25/98
Timeline
Senior Customer Success Executive
SalesCandy International Sdn. Bhd. (Malaysia)
05.2022 - Current
Customer Support Executive
FINXFLO Pte.Ltd. (Singapore)
07.2021 - 05.2022
Front Desk Agent
Somerset Grand Citra Jakarta
08.2019 - 05.2021
Leader Waitress and Cashier
Oak Tree Hotel & Resort Semarang
11.2018 - 07.2019
HR Admin & IT Admin Trainee
Harris Hotel Sentraland Semarang
05.2018 - 11.2018
LPP Graha Wisata Semarang
Hospitality
01.2017 - 01.2018
Texmaco Vocational High School
Computer Networking
01.2014 - 01.2017
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