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aisyah septiningrum wulandari

@aisyahseptiningrumwu

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Customer Service Specialist in banking at Bank MAS, resolving 90% of inquiries on first response.

Indonesia

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At Bank Multiarta Sentosa Tbk (Bank MAS), I resolved 90% of customer inquiries within the first response across social media and live chat. I handled 80–150 inquiries daily while maintaining SLA targets.

At Fazz Indonesia, I managed customer inquiries across Instagram, Facebook, and WhatsApp. I also prepared monthly reports on customer service progress and worked with other departments to provide needed information.

At Segari, I responded to partner requests and complaints, followed up on delivery status, and monitored partner invoices. I escalated complex or unresolved issues to the team.

At Tiket.com (PT. Global Tiket Network), I supported callers in Bahasa and English, explained possible solutions, and shared service and product information. I used Salesforce, Zendesk, OmniChanel, and SAP.

Experience

Work history, roles, and key accomplishments

Customer Service Specialist

Bank Multiarta Sentosa Tbk (Bank MAS)

Jun 2024 - Jan 2026 (1 year 7 months)

Resolved 90% of customer inquiries within the first response through various communication channels including Twitter, Instagram, Facebook, and live chat. Handled 80–150 customer inquiries daily while maintaining SLA targets and escalated complex issues to internal teams.

Live Chat Social Media Support Complaint Resolution SLA Management Escalation Management Customer Retention

Social Media Customer Care

Fazz Indonesia

Jan 2024 - May 2024 (4 months)

Managed customer inquiries across Instagram, Facebook, and WhatsApp, ensuring timely and professional responses. Collaborated with other departments to deliver information and prepared monthly reports on customer service progress.

Social Media Support Customer Service Reporting Collaboration Customer Satisfaction

Call Center (Bahasa and English)

Tiket.com (PT. Global Tiket Network)

Aug 2021 - Oct 2023 (2 years 2 months)

Responded efficiently and accurately to callers, explaining possible solutions and ensuring customers felt supported and valued. Provided service and product information and identified common issues to enhance customer experience.

Call Center Customer Support Communication Skills Problem Solving Product Knowledge

Mitra Support

Segari

Aug 2021 - Oct 2023 (2 years 2 months)

Responded to partner requests and complaints in a timely and professional manner, provided accurate information, and escalated complex issues. Monitored and followed up on delivery status and invoice matters.

Partner Support Complaint Handling Escalation Management Follow up Invoice Tracking