Open to opportunities

Gerald Secondly Maulana

@geraldsecondlymaulan

Message

I am a customer service supervisor focused on QA and team leadership.

Azerbaijan

Message

What I'm looking for

I seek a leadership role in customer support/QA where I can lead teams, improve processes, and use multilingual communication to increase customer satisfaction and meet measurable KPIs.

I combine quality assurance and support supervision to drive exceptional customer service at scale, proven in roles at Blackmedia and prior customer-support positions. I monitor and evaluate support interactions, implement quality-control processes, train new employees, and lead VIP and business support teams to meet KPIs and improve satisfaction.

I also work across translation, voice dubbing and B2B sales projects, bringing cross-cultural communication skills in English, Russian and Indonesian that enhance client experiences. I generate performance reports, identify areas for improvement from ticket analysis, and collaborate with management to optimize workflows and deliver consistent, high-quality support.

Experience

Work history, roles, and key accomplishments

Current

Customer Support Supervisor

Current

Blackmedia

Sep 2023 - Present (1 year 11 months)

Supervise VIP and business customer support teams, implementing quality control processes that improved service consistency and customer satisfaction.

Customer Support Quality Assurance Team Leadership Training Client Management Ticketing Systems Customer Relations

Quality Assurance Manager

Blackmedia

Feb 2023 - Sep 2023 (7 months)

Monitored and evaluated customer interactions to enforce policies and quality standards, generated performance reports, and identified service improvements to meet departmental KPIs.

Quality Assurance Reporting KPIs Root Cause Analysis Coaching Customer Support

Interpreter

Ministry of Transport of the Russian Federation

Mar 2019 - Jun 2023 (4 years 3 months)

Acted as official translator between Indonesian and Russian officials, providing accurate real-time interpretation and cultural context during government discussions.

Interpretation consecutive interpretation Simultaneous Interpretation Russian English Cross Cultural Communication

Translator

Lectera

Jun 2022 - Aug 2022 (2 months)

Translated and edited company materials from Russian and English into Indonesian, ensuring accuracy and cultural relevance for timely delivery.

Translation Editing Russian English Localization Quality Assurance

B2B Sales Manager

GetTransfer.com

Nov 2021 - Feb 2022 (3 months)

Researched and secured partnerships in foreign markets to expand business opportunities and support sales promotion efforts, contributing to revenue growth.