FAUZIAH BORU DAULAY
Customer Advisor
Samut Prakan
Summary
Committed and experienced professional with 4 years of customer support experience. Proficient in communication to establish and maintain positive relationships. Able to quickly grasp new concepts, allowing for effective information sharing and efficient issue resolution. Skilled at managing emotions and working well under pressure. Strong administrative abilities enable effective organization of tasks and documents. Excel at multitasking and possess excellent time management skills.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
2
2
Languages
Work History
Advisor I, Customer Service
Concentrix Thailand
Bangkok, Thailand
10.2023 - 02.2025
- Resolve customer inquiries and complete various internal tasks as per customer requests related flight and hotel, adhering to the designated resolution times for each task
- Managed approximately 45 incoming calls and chat per day from customer
- Initiate outbound communication with customers through calls, emails, and chats, delivering high-quality service that surpasses customer expectations and timely and accurate follow-ups
- Handle complaints related to the hotel, utilizing internal systems and product knowledge to achieve optimal customer resolution times
- Ensure all complaints related to the hotel are diligently and promptly followed up, maintaining timely communication with customers and vendors for each case
- Actively listen to customer needs and concerns, showing empathy and taking ownership while fostering positive customer relationships
- Analyzing and investigating the root cause of customer complaints, offering appropriate solutions, and identifying the responsible parties
- Maintain effective communication and collaboration between internal departments during investigations, clarifications, and follow-up processes
- Accurately document interactions and ensure data integrity in the contact management system while understanding the various processes and procedures connected to the service center
- Provide timely feedback and suggestions for improvements to the Technical Team
Customer Support Agent
PT. Fita Sehat Nusantara
Jakarta , Indonesia
01.2023 - 10.2023
- Enhanced customer satisfaction by promptly addressing and resolving support inquiries.
- Managed approximately 20 incoming Email, Live Chat, WhatsApp, and Social Media services per day from customer
- Learn products and services well to provide accurate information to customers
- Manage customer information, such as customer personal information, communication history, and other records to facilitate customer relationship management
- Conduct regular reporting related to customer problems and needs
- Actively listened to customer feedback regarding product features or service improvements, passing valuable insights onto relevant departments for consideration in future developments.
Agent
PT. Infomedia Nusantara
Bandung, Indonesia
01.2021 - 12.2022
- Managed approximately 20 incoming Email, Live Chat, WhatsApp, and Social Media services per day from customer, and provide the best solutions for customer reports and requests
- Record customer data information and communication history to facilitate customer relationship management
- Conduct surveys related to customer satisfaction regarding products and services
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Maintained detailed records of customer interactions, identifying trends to inform continuous improvement efforts.
Education
Bachelor of Agriculture -
Tidar University
Magelang, Indonesia 08.2015 - 01.2020
Skills
- Communication skills
- Deep understanding of products and services
- Ability to learn quickly
- Strong administrative skills
- Time management
- Complaint handling
- Active learning
- Customer data confidentiality
- Call center experience
- Teamwork and collaboration
- Problem-solving skills
- Computer skills
Timeline
Advisor I, Customer Service
Concentrix Thailand
10.2023 - 02.2025
Customer Support Agent
PT. Fita Sehat Nusantara
01.2023 - 10.2023
Agent
PT. Infomedia Nusantara
01.2021 - 12.2022
Bachelor of Agriculture -
Tidar University
08.2015 - 01.2020
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