Open to opportunities

Berli D

@berlid

Message

Customer success specialist driving retention and growth for international B2B clients.

Indonesia

Message

What I'm looking for

I seek a customer-facing role where I can drive adoption and retention, coach teams, use CRM tools, and improve processes in an international, collaborative environment.

I am a customer success professional with hands-on experience supporting international B2B clients across the Middle East, Asia, and Europe. I focus on onboarding, training, and adoption to ensure customers realize value quickly.

At SEON Technologies I managed 10–15 accounts, led strategy check-ins, and delivered tailored growth and efficiency recommendations to improve retention and engagement. Previously, I led and coached distributed support teams at Affiliate Up, maintaining high satisfaction scores and overseeing escalations and quality.

My background includes multichannel support, mentoring, and process optimization, consistently achieving 90%+ customer satisfaction and 94% CSAT in high-volume environments. I collaborate cross-functionally to resolve issues and improve the overall customer experience.

I bring strong CRM tool proficiency (Zendesk, Intercom, Salesforce, HubSpot, JIRA), multilingual communication skills, and a commitment to continuous improvement and team development.

Experience

Work history, roles, and key accomplishments

Customer Success Specialist

SEON Technologies

Jan 2022 - Dec 2023 (1 year 11 months)

Managed onboarding, training, and adoption for 10–15 international B2B clients across the Middle East, Asia, and Europe, driving engagement and retention through regular strategy check-ins and tailored growth recommendations.

Onboarding Account Management Customer Retention Salesforce Cross Functional Collaboration Client Strategy Multilingual Communication

Customer Support Team Lead

Affiliate Up

Jan 2021 - Dec 2022 (1 year 11 months)

Led and coached a distributed support team, monitored chat quality, handled escalations, and maintained a 94% customer satisfaction score while overseeing translations, onboarding, and feedback processes.

Team Leadership Coaching Escalation Management Quality Assurance Onboarding Process Improvement Multichannel Support Translation

Customer Support Agent

Influx

Jan 2019 - Dec 2021 (2 years 11 months)

Provided multichannel support (chat, email, phone) for global clients, resolving high inquiry volumes and maintaining 90%+ customer satisfaction while mentoring new agents to improve onboarding efficiency.