GSGilbert Tunggul Silitonga
@gilberttunggulsilito
Customer service and data review specialist focused on accuracy, compliance, and operational improvement.
IndonesiaWhat I'm looking for
I am a customer service and data review specialist with over five years of experience across fintech, travel, and hospitality sectors. I consistently apply data-driven methods to improve review processes and operational efficiency.
At Agoda I managed 50–80 inbound cases daily across email, chat, and calls, collaborating with Product, Risk, and Policy teams to resolve complex content and booking issues while maintaining CSAT and response-time standards.
At INDODAX I handled escalated content and account review cases, reduced ticket backlog by 30% through workflow optimization, and performed KYC and transaction processing with 99% accuracy and policy compliance.
I bring strong communication, problem-solving, empathy, and rapid-learning abilities, paired with hands-on experience using AI tools, CRM platforms, and project/ticketing systems to deliver quality-assured outcomes in multicultural environments.
Experience
Work history, roles, and key accomplishments
AIManaged 50–80 inbound cases daily across email, chat, and call channels, collaborated with Product, Risk, and Policy teams to resolve complex content and booking issues, and maintained company CSAT and response-time targets.
Senior Customer Support
INDODAX
Sep 2020 - Sep 2022 (2 years)
Handled escalated content and account review cases, reduced ticket backlog by 30% through workflow optimization, and performed KYC and transaction processing with 99% accuracy in compliance with internal policies.
Education
Degrees, certifications, and relevant coursework
Bali Nusa Dua Tourism Institute
Diploma, Tourism
Completed a Diploma in Tourism focusing on hospitality and tourism operations relevant to travel and guest services.
Tech stack
Software and tools used professionally
Availability
Location
IndonesiaAuthorized to work in
Job categories
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