Vina Sita Ramayanti
Senior Customer Support
Kabupaten Bandung
Summary
A dedicated professional and multitasking expert, balancing the demands of being a mother of two with delivering exceptional results in remote customer support and project management. Renowned for being a "Jack of All Trades" with expertise in customer service (SaaS and E-Commerce), B2C sales, affiliate marketing, and administrative support. Highly adaptable, with a proven ability to manage diverse tasks efficiently while delivering top-tier results.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
5
5
Certifications
1
1
Language
Work History
Product Support Representative
WorkRamp
03.2021 - Current
- Acted as the frontline for customer interactions, troubleshooting issues, resolving complaints, and improving the customer experience.
- Leveraged analytical skills to identify recurring issues and suggest improvements.
- Maintained First Time Respond within 3 minutes for Chat support
Senior Sales & Customer Support
KooBits
Singapore
07.2021 - 04.2023
- Managed B2C sales leads through live chats, pre-sales inquiries, and prompt responses across ticketing platforms, WhatsApp, and social media.
- Enhanced customer satisfaction by providing detailed product support and addressing technical concerns.
- Documented and reported user feedback to guide product development.
Customer Support Agent
Influx
Australia
05.2019 - 09.2021
- Provided support for both SaaS (Software as Service) and E-commerce.
- Help train new agents by providing training video, case examples
- Handle Monthly evaluations on behalf of Client Team Leader (Upperhand/SaaS)
- Handled more than 300 tickets within 4 hours (Spin Scooter/SaaS)
- Tracked client feedback and collaborated with cross-functional teams to address recurring concerns and enhance product offerings.
- Met or exceeded performance metrics consistently by handling high volume of tickets/cases without sacrificing quality service delivery.
- Shared strategic insights with interdepartmental teams regarding customer experience and service-related trends to improve service delivery.
Client Engagement Officer
Nautilus Network Solutions
Singapore
10.2020 - 12.2020
- Help assist clients in signing up and managing their Nautilus phones, providing them a knowledge transfer using the Nautilus cloud services
Executive Assistant
Influx
10.2019 - 09.2020
- Assisted the COO in schedule management, bridging communication between executives and employees, and creating training courses.
- Administered operational tools and handled confidential paperwork.
Affiliate Marketing Specialist
Craft-Ease
02.2020 - 09.2020
- Oversaw customer support and affiliate marketing campaigns.
- Successfully onboarded and managed influencer partnerships on platforms like YouTube and Instagram.
Education
Bachelor of Psychology - Clinical Psychology
Universitas Pendidikan Indonesia
Indonesia 04.2013 - 04.2018
Skills
Customer Service (Zendesk, Freshdesk, Intercom)
undefinedCertification
Psikoterapi Berbasi Media
Timeline
Senior Sales & Customer Support
KooBits
07.2021 - 04.2023
Product Support Representative
WorkRamp
03.2021 - Current
Client Engagement Officer
Nautilus Network Solutions
10.2020 - 12.2020
Affiliate Marketing Specialist
Craft-Ease
02.2020 - 09.2020
Executive Assistant
Influx
10.2019 - 09.2020
Customer Support Agent
Influx
05.2019 - 09.2021
Bachelor of Psychology - Clinical Psychology
Universitas Pendidikan Indonesia
04.2013 - 04.2018
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