DYdhany dwi yudaningrum
@dhanydwiyudaningrum
Proactive subject matter expert specializing in customer support and process improvement.
ThailandWhat I'm looking for
I am a proactive Subject Matter Expert with 4+ years delivering exceptional customer support across live chat, email, and phone, and with deep experience in CRM platforms, problem resolution, and team collaboration. I mentor and support frontline agents, act as a key escalation contact, and collaborate with cross-functional teams to improve SOPs, internal processes, and the overall customer experience.
I focus on accuracy and results, analyze support trends to provide actionable client insights, and contribute to knowledge-base and product improvements. My background includes roles in customer support, ads evaluation, and public relations, demonstrating strong communication, conflict resolution, and workflow-improvement skills.
Experience
Work history, roles, and key accomplishments
Subject Matter Expert
TDCX
Sep 2024 - Present (1 year 2 months)
Act as primary escalation contact resolving complex customer issues, mentor front-line agents, and drive process and SOP improvements to enhance customer experience.
Support Specialist
TDCX
Dec 2023 - Sep 2024 (9 months)
Resolved user issues across channels with timely, professional responses and contributed feedback to the knowledge base and product improvements.
Ads Rater
Welocalize
Aug 2023 - Mar 2024 (7 months)
Evaluated digital ads for relevance and quality, reviewing keywords and user intent to ensure accurate content alignment.
Customer Support Agent
Affiliate Up
Feb 2022 - Jul 2023 (1 year 5 months)
Provided multi-channel customer support, translated support templates, and recommended improvements to enhance the customer experience.
Customer Service Officer
PT. Swakarya Insan Mandiri
Aug 2021 - Dec 2021 (4 months)
Managed ticket queues, resolved customer issues, and led a reward redemption project while driving internal process improvements.
Contact Center Agent
PT. Mitracomm Ekasarana
Nov 2020 - Feb 2021 (3 months)
Delivered phone and email customer service, supported payment verification for finance, and fostered strong internal teamwork and communication.
Education
Degrees, certifications, and relevant coursework
Sekolah Tinggi Multi Media 'MMTC'
Bachelor's Degree, Communications
Activities and societies: Internship as Public Relations Officer at PT. KAI Persero Indonesia (Nov 2019 – Jan 2020).
Completed a Bachelor's degree in Communications, graduating in 2020 with coursework focused on media and communication practices.
Tech stack
Software and tools used professionally
Availability
Location
ThailandAuthorized to work in
Job categories
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