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jakarta, indonesia
It's currently 10:09 AM here
Joined January 13, 2013
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Dianing L.
@dianing
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jakarta, indonesia
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Experience
CUSTOMER SERVICES REPRESENTATIVES
May 2021 - Present
Responsible for customer inquiries via chat and email, aiming for 12-hour email response. Escalating cases for collaboration with cross-functional teams. Ensuring thorough complaint resolution and securing positive feedback. Managing PayPal payment disputes. Overseeing social media, focusing on Instagram and Facebook, collaborating with influencers. Accountable for order fulfillment and timely delivery from website and marketplaces. Exploring sales platform advancements and market integration.
CUSTOMER SERVICES REPRESENTATIVES
Dec 2017 - Apr 2021 (3 years, 4 months)
Managing customer inquiries via chat/email, escalating cases for collaboration with cross-functional teams (technical, finance, courier, warehouse). Ensuring complaint resolution, handling PayPal/Stripe disputes. Overseeing order fulfillment, exploring sales platform advancements. Collaborating on product research, supporting marketing with social media promo materials.
RADIO ACCESS NETWORK ANALYST
Apr 2016 - Apr 2018 (2 years)
Analyzing Customer Experience for Radio Access Network, directing RAN issues to relevant divisions. Conducting Key Quality Index analysis for cell performance enhancement. Leading VIP route improvement in Jakarta, managing complaints with Smartcare in Tangerang, Bekasi, and Jakarta Barat. Assisting with SQC reporting to XL Axiata, analyzing radio issues like handover and call quality for Smartcare.
Education
Barchelor
(5 years)
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