Sri P.
Mid-Level Customer Support Specialist
Open to offersNew to PlatformPortfolios
About
Sri P. is a dedicated Customer Success Specialist with over three years of experience in outsourcing and customer support operations, excelling in areas such as social media support and escalation management. At PT MitraComm Ekasarana, she efficiently handled 100–125 customer tickets daily through social media, ensuring case resolution within SLA targets. Her expertise in utilizing Salesforce, Google Sheets, and Slack has been crucial for ticket management and collaboration. Previously, as a Customer Success Specialist at Teleperformance, Sri managed daily interactions with 40–60 customers and conducted numerous follow-up calls while maintaining service quality standards. She also contributed significantly to cross-functional coordination and operational reporting. With a Bachelor's Degree in Economics from Universitas Slamet Riyadi Surakarta, Sri seeks further opportunities in Customer Success, Customer Service, or Social Media Support.
Experience
Social Media Agent
PT MitraComm Ekasarana · 2023 — 2026Processed 100–125 customer tickets daily through various social media platforms in a fast-paced support setting. Addressed customer inquiries and complaints while ensuring compliance with SLA targets for case resolution. Employed Salesforce, Slack, and Google Sheets to manage tickets and facilitate team coordination, as well as to generate reporting data. Directed complex customer issues to Level 2 (L2) teams with proper documentation and timely follow-ups. Maintained effective communication to enhance customer experience by handling issues efficiently.Customer Success Specialist
Teleperformance · 2021 — 2023Supported 40–60 customers daily through different communication channels while adhering to established service quality standards. Made 30–50 outbound and follow-up calls each day to partners and clients. Kept track of customer cases by utilizing internal ticketing systems and reporting tools. Worked alongside cross-functional teams to resolve issues within SLA timelines. Compiled operational reports via Google Sheets to monitor customer concerns and assess case progression.
Skills & Expertise
Education
- Bachelor’s Degree in EconomicsUniversitas Slamet Riyadi Surakarta · 2017 — 2021