Customer-focused professional with 5+ years of experience delivering high-quality support across live chat, email, and phone channels in fast-paced, international environments. Proven ability to handle high-volume inquiries, resolve complex customer issues, and manage escalations while consistently meeting SLA and KPI targets. Strong in communication, problem-solving, and maintaining high customer satisfaction in high-pressure situations.
Hi, I’m
Adam Rizki Pratama
Customer Support | Incident Management
Bangkok, Thailand
Summary
Overview
8
years of professional experience
3
Languages
Work History
Agoda.comBangkok, Thailand, Bangkok
Senior Incident Management Specialist (Customer Support Focus)
11.2025 - Current
Job overview
- Led end-to-end handling of high-impact customer incidents, ensuring fast and coordinated resolution across Customer Support, Product, and Operations teams.
- Managed escalations and sensitive customer cases, minimizing negative customer impact and protecting brand reputation.
- Analyzed customer issues to identify root causes and prevent recurring problems.
- Collaborated with cross-functional stakeholders to ensure timely resolution aligned with SLA and customer expectations.
- Supported post-incident reviews and continuous improvement initiatives.
- Served as an escalation point for complex or unresolved issues, applying expertise in problem-solving techniques to achieve successful outcomes.
- Increased customer satisfaction ratings by effectively addressing and resolving critical incidents in a timely manner.
Agoda.com
Learning Coordinator, Secondee
07.2025 - 11.2025
Job overview
- Facilitated cross-functional team trainings aimed at improving communication skills and fostering collaborative problem-solving abilities among staff members.
- Managed the coordination of logistics for all training events, including scheduling, venue selection, and materials preparation.
- Streamlined the onboarding process for new hires, resulting in faster integration into company culture and reduced turnover rates.
- Planned and monitored implementation of learning programs.
- Created an auto masterfile in Excel format to reduce the masterfile creation from 3 hours to only become 30 minutes.
Agoda.com
Customer Experience Specialist
02.2022 - 07.2025
Job overview
- Responded to high volume of incoming calls, emails, and chats approximately 60 inbound touch points a day utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Resolved complex issues including booking changes, cancellations, refunds, and complaints.
- Maintained high customer satisfaction through clear communication.
- Managed escalations and critical cases with full ownership.
- Achieved KPIs related to response time and resolution rate.
- Maintained a high level of knowledge on company products and services, enabling efficient issue resolution for customers.
- Negotiated solutions with dissatisfied customers, often turning potential negative reviews into positive testimonials.
AirAsia Berhad
Product Specialist, Customer Support
03.2021 - 02.2022
Job overview
- Delivered high-quality and safe customer support by demonstrating strong problem-solving skills, sound judgment, and a high level of ownership in handling customer cases.
- Managed escalated customer cases involving government consumer protection agencies, ensuring timely resolution while balancing customer satisfaction and company compliance.
- Consistently ensured a reliable and customer-centric experience, with a proven ability to handle complex situations with confidence and professionalism.
- Showed strong correlation between decision-making quality and service outcomes, contributing to improved customer satisfaction and service reliability.
- Leveraged experience, adaptability, and effective communication skills to manage diverse customer needs and deliver consistent service excellence.
- Successfully reduced the overall DSAT performance from above 2% to less than 2%.
AirAsia Berhad
Mentor, Customer Support
06.2020 - 02.2021
Job overview
- Adapted mentorship style based on individual mentee needs, enabling tailored interventions that drove better results than one-size-fits-all approaches.
- Offered constructive feedback on mentee progress, enabling them to refine their skills and enhance their potential.
- Enhanced mentee performance by providing personalized guidance and support real-time during their handling time with the customers.
- Guided mentees in overcoming challenges by sharing personal experiences and offering practical advice.
AirAsia Berhad
Customer Experience / Digital Support Specialist
07.2018 - 06.2020
Job overview
- Delivered customer support via LiveChat, social media, and email.
- Resolved complex customer issues, ensuring high satisfaction rates with personalized support solutions.
- Streamlined internal processes for quicker issue resolution, leading to reduction in average response time.
- Identified recurring issues and reported improvements.
- Supported upselling initiatives while maintaining customer satisfaction.
- Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with customers.
- Collaborated with cross-functional teams to develop and implement effective support strategies.
Education
Universitas TerbukaIndonesia
Bachelor of Arts from English Literature
04.2001
University Overview
Skills
CRM software (Salesforce, Zendesk)
Analytical thinking
Teamwork
Call center experience
Teamwork and collaboration
Problem-solving skills
Time management
MS office
SQL
Timeline
Senior Incident Management Specialist (Customer Support Focus)
Agoda.com
11.2025 - Current
Learning Coordinator, Secondee
Agoda.com
07.2025 - 11.2025
Customer Experience Specialist
Agoda.com
02.2022 - 07.2025
Product Specialist, Customer Support
AirAsia Berhad
03.2021 - 02.2022
Mentor, Customer Support
AirAsia Berhad
06.2020 - 02.2021
Customer Experience / Digital Support Specialist
AirAsia Berhad
07.2018 - 06.2020
Universitas Terbuka
Bachelor of Arts from English Literature
04.2001