Kadek A.
Mid-Level Customer Experience Team Leader
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Kadek A. is a dynamic professional with over two years of experience in the startup sector, known for his exceptional data management and operational excellence. As a Project Officer at PT. OYO Rooms, he consistently achieved high customer satisfaction metrics, such as >95% daily First Response Time and >90% Resolution Time. His role as a Customer Escalations Specialist entailed managing the end-to-end operations process for Indonesian properties, optimizing reviews management by ensuring data accuracy and reducing disputes to less than 5%. Kadek also managed third-party vendors for social media support and acted as the sole troubleshooting center for internal escalations, achieving >90% issue resolution daily. His technical acumen is further supported by proficiency in Google Sheets, Microsoft Excel, and Corel Draw. A graduate of Semarang State University with a degree in Science, Kadek demonstrates a keen ability to increase customer happiness and enhance operational workflows across all his professional endeavors.
Experience
Project Officer
PT. OYO Rooms · 2018 — 2020Managed daily team escalations, achieving over 95% first response time and over 90% resolution time, while ensuring high customer satisfaction. Developed product knowledge, workflows, and SOPs. Coordinated case follow-ups with other functions to ensure issue resolution aligned with SLA and maintained product knowledge within the team.Team Leader Customer Experience
PT. BeeGroup Financial Indonesia · 2020 — PresentOversaw daily escalations, consistently achieving over 95% ticket closing and ensuring over 90% customer satisfaction. Confirmed bookings with customers, leading to a ~10% increase in order realization across the country.Customer Escalations Specialist
PT. OYO Rooms · 2018 — 2019Oversaw customer reviews management, ensuring data accuracy through collaboration with the tech team to maintain less than 5% review disputes. Conducted performance evaluations of OTA reviews and analyzed negative customer feedback by creating an issue library. Managed third-party vendors for social media agents, producing escalation reports and coordinating with relevant departments. Acted as the sole troubleshooting center for escalations, aligning with the tech team, achieving over 90% issue resolution daily. Created campaign schemes for property incentives in collaboration with the finance team, contributing to a nationwide increase in customer happiness.
Skills & Expertise
Education
- Bachelor of Science in Science HistorySemarang State University · 2011 — 2016