Diva Safira

I'm currently working as a customer support agent with over than 2 years of experience prior as a call center agent, having worked with both domestic and international clients across the rostering software, energy, and hospitality industries. Additionally, I've been doing independent translation projects for this past 5 years and still counting.

Customer Support Agent at Influx (2024-02 – Present)

• Managed incoming calls, live chats, and emails, assisting clients from healthcare rostering software, and electricity provider operating across time zones with up to four hours' difference.
• Collaborated with team members across departments.
• Identified, escalated and problem-solved customers' needs and complaint.
• Achievement: Awardee for Club 90s (Club 90s is a token of appreciation for agents who accomplished top 10% of KPI at Influx)

Call Center Agent at PT Vads Indonesia (2023-01 – 2023-12)

• Managed incoming calls and emails from customer and other travel agents in both Indonesia and English, having assisted an OTA client.
• Identified, escalated and problem-solved customers' needs and complaint.
• Achievement: Best Agent for Month November 2023.

Freelance Translator at Independent/Self-Employed (2019-07 – Present)

• Translated various documents in English into Indonesian and vice versa.
• Edited and proofread various documents in English into Indonesian and vice versa.
• Transcribed video files in English into text.

Waitress at Cinema Bakery (2021-10 – 2021-12)

• Recapped inventory on ingredients at the bar.
• Served orders and requests to the customer.

Trainer at Jejamuran (2019-06 – 2019-08)

• Prepared lesson plan based on Jejamuran staff learning needs with team.
• Taught the staff with mentioned materials and hold periodic evaluation of staff's progress with team.

Trainer at The House of Raminten (2019-06 – 2019-08)

• Prepared lesson plan based on The House of Raminten staff learning needs with team.
• Taught the staff with mentioned materials and hold periodic evaluation of staff's progress with team.

Pre-Service English Teacher at SMA Negeri 8 Yogyakarta (2018-06 – 2018-10)

• Consulted with the tutor teacher regarding the curriculum, student learning indices, and lesson plan.
• Designed lesson plan and taught the materials to the student with periodic evaluation.
• Arranged internship reports with fellow internship student.

Grammar and Pronunciation Tutor at Universitas Sanata Dharma (2016-08 – 2017-05)

• Developed a major lesson plan by collaborating with the lecturers in mapping the freshmen's improvement needs.
• Designed and taught needed learning materials to freshmen.

Bachelor in English Language Education – Universitas Sanata Dharma (2015-08 – 2021-07)