Open to opportunities

lydia firli

@lydiafirli

Message

Customer relations expert with a focus on exceptional service delivery.

Indonesia

Message

What I'm looking for

I am seeking a role that allows me to leverage my customer relations expertise while contributing to a dynamic team focused on innovation and growth.

I am a dedicated customer relations professional with extensive experience in business operations and customer service. My journey began at PT Ngelesin Global Edutech, where I served as the point of contact for customer complaints, ensuring that issues were escalated appropriately and resolved efficiently. I built a robust CRM system using Zendesk and integrated the Qontak WhatsApp API, which significantly improved our customer engagement and satisfaction rates.

Throughout my career, I have managed various projects, overseeing them from inception to completion. My ability to build rapport with customers has been instrumental in nurturing lasting relationships and delivering exceptional experiences. I have collaborated with cross-functional teams, including Product and IT, to enhance our service offerings and gather valuable feedback for continuous improvement.

In addition to my professional experience, I have pursued further education and training, including a bootcamp in digital marketing and advanced Microsoft Excel. I am passionate about empowering others, as demonstrated by my involvement in various initiatives aimed at enhancing financial literacy among Gen Z and supporting women in digital literacy.

Experience

Work history, roles, and key accomplishments

Current

Customer Relations under Business Operations

Current

PT Ngelesin Global Edutech

Apr 2021 - Present (4 years 4 months)

Acted as the primary point of contact for customer complaints, escalating issues as appropriate, and built expert product knowledge to satisfy customer inquiries. Developed and maintained the CRM system using Zendesk and trialed Qontak Whatsapp API, ensuring exceptional customer experiences and fostering lasting relationships.

CRM Software Zendesk Intercom Qontak Customer Relations Product Knowledge Data Collection Reporting Cross Functional Collaboration

Customer Service Executive

RedDoorz

Nov 2019 - Apr 2021 (1 year 5 months)

Managed a high volume of inbound and outbound customer interactions via calls, emails, and chats, providing expert answers to inquiries and resolving complaints efficiently. Collaborated with various internal divisions, including Reservation and Property Managers, to ensure seamless customer service operations.

Customer Service Outbound Calling Email Support Chat Support

Education

Degrees, certifications, and relevant coursework

Islamic State Syarif Hidayatullah Jakarta

Bachelor of Arts, International Relations

Completed 49 credits towards a Bachelor of Arts in International Relations. Studied various aspects of international relations.

MySKILL

Certificate, Microsoft Excel

Completed a fullstack intensive bootcamp focusing on Microsoft Excel from basic to advanced levels. Gained comprehensive skills in data analysis and spreadsheet management.