Martha Romadoni

Dedicated customer service professional with strong communication and problem solving skill. Experienced in handling inquiries, providing timely solutions and working effectively in team environments.

Agent Helpdesk at ULT Kemendikbudristek (2024-03 – 2024-12)

• Handling complaint from Layanan Dosen (SISTER) Ministry of Education Research and Technology Charges to lecturer data by email.
• Escalated to 2nd layer (Sr Agent)
• Resolved over 60 customer inquiries daily, achieving a 99% first reply time by quickly diagnosing and troubleshooting technical issues.
• Consistently exceeded SLAs, delivering timely solution and providing excellent customer service through email.

Customer Satisfaction Anti Fraud at PT Bukalapak.com (2018-03 – 2023-03)

• Prevent all possible occurrences of fraud.
• Manual checking and investigations based on both users and transactions (promotion, voucher and cashback).
• Monitor real time and a day to day transaction anomalies and report to stakeholders.
• Monitor transaction by graphics and finding suspicious transaction by pattern.
• Handling fictitious transaction from user and deleting their reputations.
• Blacklist fraudster identity and blocking their future transaction.

Deskcall at Bank CIMB Niaga (2014-10 – 2017-10)

• Handling complain customer.
• Handling request by email.
• To analyst account cardholder and history payment and dealing and negotiation with cardholder about how much we can give discount program.

S1 in Management – Universitas Gunadarma (2009-06-20 – 2014-06-20)