Experience

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  Niagahoster - web hosting unlimited indonesia

  Mar 2018 - Oct 2023

  I became Senior Customer Success after a year in a role as Customer Success Specialist. As a senior-level customer success, my responsibility is to work closely with the CSS during the shift to make sure the shift goes well.1. Work closely with the CSS to ensure that everything runs smoothly. 2. Intercom management, assign conversations, manage inboxes, review FRT, close time, and the efficiency of specialists in conversations.3. Provide a daily summary of Operations and specialist performance to the Team Lead. 4. Maintain accurate records of client interactions, issues, and solutions, creating a knowledge base for reference and future troubleshooting.5. Participate in CSS's learning and development process. Such as shadowing sessions with specialists, responding to questions from specialists, maintaining and updating the internal wiki on a daily basis, and sharing insights on specialists’ performance and attitude with the Team Lead.6. Create a report on GitHub/Jira whenever we find an issue/malfunctioning system to related team.7. Contribute to client retention efforts by ensuring exceptional customer experiences, resolving concerns, and exceeding expectations. Show less As a I Junior Customer Success Specialist role I handle clients from web hosting providers Niagahoster and Hostinger Indonesia since Niagahoster and Hostinger Indonesia are part of Hostinger Global (Hostinger.com). The aim of my job is to help the Customer to improve their website by assessing their needs. Our motto during helping clients is "Solve then educate" or "Educate then Solve".Technically, my responsibility is to answer incoming conversations via live chat and inbound calls, adjust the product, actively sell additional services, and make sure the Client are satisfied after getting help from us.I got achievement as the Top CS Agent of the month in Apri 2019 because I got 99% happiness score. Show less

  • Senior Customer Success Specialist

    Jun 2019 - Oct 2023

  • Customer Success Specialist

    Mar 2018 - Jun 2019
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  World host group

  Oct 2023 - now

  As a Trust & Safety Analyst at World Host Group, my primary focus is on investigating, mitigating, and responding to reports of abuse across our global network. I actively contribute to reducing fraudulent orders and ensuring the removal of deceptive customers from our services.Key Responsibilities:- Efficiently process abuse reports in collaboration with the Head of Abuse, adhering to company policies.- Provide support to colleagues dealing with abuse issues, acting as a point of contact for our support teams to review suspicious accounts.- Identify pain points related to abuse management and propose effective solutions.- Collaborate with cross-functional teams, particularly with the domains and system operations teams, to promptly shut down instances of abuse on our network.- Participate in audits to proactively identify and resolve potential abuse issues.- Review flagged orders and suspicious accounts through our fraud detection system and reports from third parties.I'm dedicated to maintaining a secure and trustworthy environment for our network users, and I continually seek proactive measures to enhance our abuse prevention strategies. Show less As a Technical Hosting Support Engineer, I am responsible for being a keen problem solver. This role involves assisting clients and prospective customers in utilizing our hosting service and responding to technical queries, primarily through support tickets and live chat.My daily task includes:- Accessing a Linux server with SSH- Using common command line tools, like grep, vi/nano, chmod/chown. htaccess files, rewrite rules, IP blocking- Basic PHP scripting and syntax, php.ini configuration variables- MySQL connection strings, basic SQL syntax, and common error messages- Identifying and diagnosing server performance problems (CPU, iowait, swap)- Migrating websites manually between servers- Managing DNS and nameservers. Show less

  • Trust & Safety Analyst

    Dec 2023 - now

  • Technical Hosting Support Engineer

    Oct 2023 - Dec 2023
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  Webcentral

  May 2024 - now

  Trust & safety analyst