Gio Prananda

Experience

• 

  GoPay Indonesia

  Sept 2018 - Apr 2019

  Multiskill Customer Service

  I was responsible for handling inbound and outbound calls and replying to emails from customers. I also worked closely with other teams, such as fraud prevention and engineering, to resolve customer issues quickly and efficiently.

• 

  RedDoorz

  Jun 2019 - Aug 2019

  Customer Service Executive

  I am passionate about providing exceptional customer service and creating memorable experiences for our guests. I have a deep understanding of the unique challenges and opportunities of the hospitality industry, and I am skilled at handling all types of customer inquiries, complaints, and requests.In my previous role at Reddoorz, I was responsible for handling customer inquiries, complaints, and requests from live chat, email, and call. I also worked closely with other teams, such as other travel agents, to achieve company targets. I have a proven track record of exceeding customer expectations and resolving issues quickly and efficiently. Show less

• 

  PT Link Net Tbk

  Sept 2020 - Sept 2022

  Digital Interaction

  Handling @firstmedacares on X (Twitter), I am passionate about helping customers keep their internet connections running smoothly and efficiently. I have a deep understanding of the unique challenges that ISP customers face, and I am skilled at providing solutions that meet their individual needs. I am a highly motivated and results-oriented individual with a strong work ethic. I am also a team player and I am always willing to go the extra mile to help my colleagues and customers. At First Media, I was awarded as Best Agent 3 times for my ability to keep up with the flow of changes in the company and achieve targets. I was responsible for handling all customer inquiries, requests, and complaints. I worked closely with other teams, such as technicians, sales and marketing, to ensure that every customer was satisfied with our service to increased profitability. Show less

• 

  DCI Indonesia

  Oct 2022 - Jul 2023

  Customer Care

  As a dedicated Customer Care professional at PT DCI Indonesia, I ensure our clients’ data centers operate smoothly and efficiently, backed by our industry-leading Five9s SLA for power availability. I am highly motivated and results-driven, with a strong work ethic and a commitment to going the extra mile for both colleagues and customers.I manage a diverse range of client relationships, addressing everything from simple technical inquiries to complex issues. My experience in handling customer inquiries has honed my skills in managing expectations and ensuring every issue is resolved to the customer’s satisfaction. I strive to deliver exceptional service by understanding client needs and providing tailored support. Collaborating with various teams, I work diligently to enhance service delivery and uphold PT DCI Indonesia’s reputation as a trusted leader in the data center industry. Show less

• 

  Bitera Data Center

  Jul 2023 - now

  With a strong background in customer relations, I am dedicated to ensuring a seamless experience for our clients at Bitera Data Center. My role involves managing client interactions, addressing concerns promptly, and continuously improving service delivery standards. By leveraging data-driven insights, I strive to enhance customer satisfaction and loyalty, ensuring that our clients receive top-tier support in all aspects of their data center needs.I am passionate about building strong relationships with clients and working collaboratively with cross-functional teams to resolve issues and improve processes. My commitment to excellence drives me to stay updated on industry trends and best practices, ensuring that Bitera Data Center remains a leader in providing exceptional customer care. Show less - Develop and implement customer service policies and procedures.- Define and communicate customer service standards.- Plan, prioritize, and delegate work tasks to ensure proper functioning of the department.- Ensure the necessary resources and tools are available to provide good quality customer service.- Review and track customer complaint resolution.- Handle complex and escalated customer service issues.- Analyze relevant data to determine customer service outputs.- Identify and implement strategies to improve quality of service, productivity, and profitability.- Coordinate and manage customer service projects and initiatives.- Identify and address staff training and coaching needs.- Formulate business strategy for the customer service division.- Report on operational performance and suggest improvements.- Liaise with senior management to make decisions for customer service operational activities and set strategic goals.- Revise and/or formulate policies and promote their implementation.- Manage relationships with both internal and external partners.- Evaluate overall performance by gathering, analyzing, and interpreting data and metrics.- Review and create new SOPs in accordance with the company's targets and performance. Show less

  • Senior Customer Care Officer

    Feb 2024 - now

  • Quality Management

    Oct 2023 - Feb 2024

  • Project Customer Care Development

    Jul 2023 - Feb 2024