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adrian S. — Senior Customer Experience Specialist from Indonesia

adrian S.

Senior Customer Experience Specialist

Indonesia 6+ years
Open to offersNew to Platform
Languages
EnglishIndonesian
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About

Adrian S. is a seasoned Customer Experience Agent with over 15 years supporting international clients in logistics, shipping, and retail for companies such as DHL Express, FedEx, and Timex. With extensive experience managing voice & email support channels, Adrian has handled high-volume inbound calls, resolved complex account and technical issues, and supported APAC and US customers in fast-paced, remote environments. Adrian utilizes advanced CRM & ticketing systems for meticulous case documentation and is adept at escalation handling and root-cause analysis. Recognized as Employee of the Year at Timex in 2023, Adrian’s expertise is grounded in a proven ability to collaborate across technical and operations teams, uphold strict service standards, and contribute to continuous service improvement in the global logistics and customer support sectors.

Experience

  • Customer Support / Business Support Coordinator

    PT Timex · 2021 — Present
    Managed inbound customer inquiries through phone, email, and live chat, ensuring clear communication. Resolved technical, onboarding, and account-related issues with a focus on customer satisfaction. Served as an escalation point for sensitive cases, upholding high service quality. Collaborated with technical and operations teams to address system-related challenges. Maintained accurate documentation of cases within CRM systems.

  • Customer Service & Support Specialist

    PT Birotika Semesta (DHL Express) · 2008 — 2020
    Handled high-volume inbound calls and emails concerning international shipping, tracking, and billing issues. Provided consistent support while adhering to strict SLA and quality standards. Conducted root-cause analysis and coordinated with internal teams to resolve delivery issues. Ensured accurate records of customer interactions were kept in CRM systems and built strong relationships through effective communication.

  • Customer Service Representative

    PT Repex Perdana International (FedEx) · 2006 — 2008
    Functioned as the national inbound contact point for customer inquiries across various service lines. Coordinated the resolution of issues with operations, finance, and branch teams nationally. Maintained a high level of responsiveness in a fast-paced call center environment.

  • Telesales / Customer Support Officer

    Matrix BNI · 2005 — 2006
    Performed outbound and follow-up calls, ensuring professionalism and customer engagement. Maintained accurate customer records within CRM systems.

Skills & Expertise

Customer SupportPrototypingREI tools (PropStream, BatchLeads)Customer ServiceCustomer Service Representative

Education

  • Bachelor’s Degree in Information Systems
    University of Gunadarma · — — 2005
  • High School Diploma
    Forest Hills High School · — — 1998

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