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Work Background
My Free CourseApplication Support Specialist
Aug. 2025 - Nov. 2025
ChronicleCustomer Success Specialist
Aug. 2023 - Feb. 2025Bali, IndonesiaAs a Customer Success Specialist, my main responsibilities are: - Be the project manager for new cemetery digitization projects, making sure that the clients are updated on the progress, making sure the GIS Team has everything they need to be able to work on the project, keeping track of the timeline and requirements. - Train new clients on Chronicle system, making sure they are empowered to do their operations using Chronicle. - Be the clients’ champion, making sure their feedback are heard and reporting trending bugs to development team. - Identify opportunities to help improve the clients’ experience with Chronicle.
BinanceCustomer Service Specialist
Dec. 2022 - Jul. 2023Bali, Indonesia• Maintaining monthly FCR, Rated Chat, QA, and Close Rated Chat. • Documented detailed notes in the CRM system to track customer interactions. • Addressed customer concerns and complaints and resolve issues promptly. • Provided solutions, recommendations, and replacements with empathy and positive feedback. • Built strong knowledge of product lines to assist customers in selecting products. • Resolved product and service issues promptly. • Communicating with clients over chat platforms. • Keep updated on available products, services, promotions, and also SOP. • Educate customers by explaining complex details in easy-to-understand terminology
MagLoftCustomer Success Manager
Jul. 2021 - Dec. 2022Bali, IndonesiaAs the Customer Success Manager I am responsible for: - The retention and growth of our existing customers. - Producing written and video Customer Testimonials and Case Studies - Managing Customer Feedback, Insights and improvements My main role is to support the onboarding and retention of MagLoft clients by: - Accelerating time to value through guided Customer Onboarding - Driving Customer Retention through proactive Account Management My secondary role is to generate testimonials and new revenue from our existing customers by: - Identifying value add sales for your existing customers - Generating written/video testimonials and case studies - Accurate KPI Reporting, business insights and improvements
InfluxClient Success Manager
Jul. 2020 - Aug. 2021The function of the Client Success Manager is to: - Engage with Influx clients, assess their needs, strategically align the use of our services to achieve those needs - Ensure the client obtains their expected outcomes and achieves their goals by tactically and proactively taking actions all along the way This will be done by coordinating with the Client and Influx’s internal organisational units to bring the Client and Influx’s service into a harmonious and efficient relationship. Responsibilities include, but not limited to: - Setting up working systems - Ensuring that my unit is set-up for success - Generating confidence across all stakeholders - Preventing and preemptively identifying client churn - Building client loyalty & raising advocacy - Improving client satisfaction - Driving growth and revenue expansion
InfluxClient Team Leader
Dec. 2019 - Aug. 2020As a Client Team Leader, my responsibilities are, but not limited to: 1. Plan, monitor, and influence the service that Influx is delivering to a client. 2. Contribute to higher quality and quantity output from agents. 3. Building a relationship with my clients and earning their confidence in myself, my team, and Influx’s service in general. 4. Coordinate, train, and motivate agents to deliver consistently high quality customer support to our clients customers. 5. Manage the clients' roster and ensure sufficient coverage.
InfluxClient Captain
Sep. 2018 - Jan. 2019My main job as a Client Captain was to ensure that Influx is delivering a service that meets the expectations of the clients that I am assigned to. This is accomplished through developing a good relationship and feedback loop with the clients, training other agents, conducting regular quality assessments, and ensuring sufficient coverage.
InfluxCustomer Support Agent
Apr. 2018 - Dec. 2019Yogyakarta Area, Yogyakarta, IndonesiaAs an agent, I am expected to deliver these expectations: 1. High quality and timely resolution of customer queries via email, live chat, voice calls and any future support channels. 2. Full understanding of clients' business and expectations. 3. Full understanding of the expectations and standards set by Team Leaders, Client Success Manager (Account Manager), and Delivery Manager. 4. Consistent and effective communication with client stakeholders when required (e.g. Slack channels, all hands meetings, etc). 5. Technical aptitude with a confident familiarity of smartphones, tablets, operating systems, PCs and other forms of technology.
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