Reyna Harum

Customer Experience professional with over three years in the agritech industry, experienced in omnichannel customer support, telesurvey campaigns, and escalation handling. Recognized for providing reliable service, building strong customer relationships, and maintaining consistent standards. Proactive and results-oriented, with strong communication and problem-solving skills to drive customer satisfaction and business growth.

Customer Experience at Jiva Agriculture (2023-12 – 2025-09)

• Handled and tracked customer interactions across WhatsApp Business, Facebook, TikTok, Instagram, and inbound calls, ensuring timely and effective resolution
• Resolved customer issues, complex cases, through cross-functional teams while maintaining QA standards, meeting SLA targets to improving first contact resolution and customer satisfaction.
• Identified, screened, and qualified prospective retailers based on eligibility criteria before verification and onboarding.
• Conducted customer verification call and screening for identity validation, account updates, retailer onboarding, and business qualification, ensuring data accuracy and policy compliance.
• Developed and implemented survey frameworks to ensure systematic data collection and reliable documentation
• Conducted telesurvey calls based on campaign targets and ensured successful completion
• Analyzed customer data and supported telesurvey campaign reporting, generating actionable insights for service improvement
• Analyzed customer behavior and transaction data to identify irregularities, policy violations, and potential fraud cases, escalating findings to relevant stakeholders for preventive action.
• Produced weekly and monthly customer reports, highlighting key performance insights and trends for stakeholders

Customer Success at Jiva Agriculture (2021-12 – 2023-12)

• Managed 500+ customer accounts through inbound/outbound calls and live chat, consistently delivering timely support and achieving 95%+ customer satisfaction (CSAT)
• Conducted customer onboarding, welcome calls, and product education to improve user adoption of Jiva applications and services.
• Processed procurement transactions, negotiated purchases and deliveries, and maintained accurate customer and order records.
• Assisted customers with product inquiries, order processing, digital payments, insurance claims, and application troubleshooting through inbound/outbound calls and live chat.
• Performed telesales and customer engagement activities, increasing monthly sales revenue by over 85%, consistently meeting targets
• Monitored retailer credit accounts, customer loan aging, payment due dates, and order fulfillment, performing reminder calls and collection follow-ups to minimize overdue accounts.
• Compiled and maintained daily retail and customer order data using Google Sheets, ensuring accurate and up-to-date records
• Documented live chat, inbound and outbound call activities and maintained accurate records
• Produced daily reports performance for managerial review

Bachelor of Science in Agriculture in Agrotechnology – Sebelas Maret University (UNS) (2016 – 2020)