VERONIKA SITUMORANG
Customer Service Representative
Linkedin.com/in/veronika-situmorang
Summary
Proven track record in enhancing partner and guest relations, particularly with Booking.com. Skilled in customer service, problem-solving, and account management, with a focus on improving performance and satisfaction. Skilled in Microsoft Office and effective communication, consistently meeting targets and fostering positive outcomes.
Overview
10
10
years of professional experience
Work History
Customer Service Partner Specialist
Teleperformance
06.2023 - 12.2024
- Initially hired by Majorel, the company later merged with Teleperformance.
- Assisting hotel partners with account-related issues such as registration, setup, business and pricing strategies, promotions, explaining analytics performance, and resolving daily concerns or complaints.
- Respond to inquiries from inbound calls and emails.
Community Operations Specialist
TDCX
03.2021 - 03.2023
- Analyzing client project-based data, reviewing minimum 450 content, and making decisions based on applicable policies.
- Worked effectively in fast-paced environments as policies are updated on a daily basis or at least once a week, requiring constant adaptation and attention to detail.
- Worked well in a team setting and shifting schedule
Customer Service Guest Specialist
Booking.com
09.2019 - 03.2021
- Enhanced guest experience by providing exceptional customer service and addressing their needs promptly.
- Manage at least 35 inbound communication in English and Indonesian through calls, emails, and live chat.
- Take ownership, go the extra mile, and show empathy and active listening for any requests or complaints from both guests and hotel partners.
Partner Support Executive
Booking.com
12.2018 - 05.2019
- Monitored hotel partner performance and provided feedback on areas of improvement.
- Analyze opportunities, including applicable discounts, competitors, payment methods, service improvements, customer reviews, and property platform scores.
- Conduct telemarketing to discuss these business plans.
New Partnership Executive
Booking.com
05.2018 - 12.2018
- Identify and reach out to potential hotel partners, arranging appointments with their representatives.
- Managed time efficiently in order to complete arrange meeting with all potential partner then submit business trip proposal.
- Participate in scheduled meetings with prospective partners, outlining the benefits of the partnership and assisting with the registration process.
- Offer immediate training on how to navigate the Booking.com system for managing allotments, pricing, and other features.
Guest Service Officer
Ascott CapitaLand
09.2016 - 03.2018
- Streamlined check-in and check-out processes for increased efficiency and guest satisfaction.
- Help in-house guests with any requests or complaints throughout their stay.
- Ensure accurate payment processing, billing, and system updates during cashier closing.
- Built strong relationships with repeat guests, recognizing their preferences and anticipating their needs upon arrival.
- Collaborated with all departments to ensure smooth service and maintain hotel standards.
Freelance Interpreter
Karash Adventure
09.2015 - 09.2016
Part Timer English Teacher
Studia Insani BII Smart
06.2015 - 09.2016
Education
Bachelor of Arts - English Language
University of LIA
South Jakarta 09.2012 - 08/2016
Skills
Account management
Attention to detail
Customer service support
Microsoft office
Problem-solving
Fast learner
Outbound telemarketing
Excellent communication
Timeline
Customer Service Partner Specialist
Teleperformance
06.2023 - 12.2024
Community Operations Specialist
TDCX
03.2021 - 03.2023
Customer Service Guest Specialist
Booking.com
09.2019 - 03.2021
Partner Support Executive
Booking.com
12.2018 - 05.2019
New Partnership Executive
Booking.com
05.2018 - 12.2018
Guest Service Officer
Ascott CapitaLand
09.2016 - 03.2018
Freelance Interpreter
Karash Adventure
09.2015 - 09.2016
Part Timer English Teacher
Studia Insani BII Smart
06.2015 - 09.2016
Bachelor of Arts - English Language
University of LIA
09.2012 - 08/2016
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