Dimas

Provide expert-level inbound technical support, resolving complex hardware, software, connectivity, account, and ecosystem issues that fall outside standard workflows Serve as escalation point for difficult or unresolved cases; take full ownership, investigate root causes, and follow through to final resolution Mentor junior team members, share advanced troubleshooting techniques, and guide peers through challenging customer interactions

Senior Customer Service Technical Support (Call Center) - Manpower Thailand for Concentrix Thailand - Bangkok

(2022-07 - 2025-12)

• Provide expert-level inbound technical support, resolving complex hardware, software, connectivity, account, and ecosystem issues that fall outside standard workflows
• Serve as escalation point for difficult or unresolved cases; take full ownership, investigate root causes, and follow through to final resolution
• Mentor junior team members, share advanced troubleshooting techniques, and guide peers through challenging customer interactions
• Explain highly technical concepts simply and confidently; de-escalate sensitive or frustrated situations and turn negative experiences into loyal customer outcomes
• Maintain precise case documentation, uphold strict data privacy & security standards, and consistently exceed targets for first-call resolution, CSAT, and quality scores
• Identify recurring systemic issues, propose knowledge-based improvements, and stay fully updated on new products, releases, and policy changes
• Act as a trusted brand ambassador while supporting cross-regional workflows and flexible shift coverage including peak periods and product launches

Customer Service Technical Support (Call Center) - Concentrix Indonesia - Jakarta

(2020-10 - 2022-07)

• Answer inbound calls and troubleshoot common device, software, and service issues using standard procedures
• Guide customers through setup, configuration, updates, restores, and basic account management
• Escalate complex or unresolved cases to senior team members following defined workflows
• Document every interaction accurately and comply with all security and privacy rules
• Meet performance targets and continuously build product knowledge through training and feedback
• Deliver friendly, clear support and maintain professional standards in all calls

Hotel Business Development & Revenue Management - Top Global Singapore

(2018-10 - 2019-03)

• Provided consultation on Revenue Management strategies to independent hotels in Bali, helping optimize pricing, distribution, and occupancy to maximize revenue.
• Conducted outbound calls to identify and engage prospective hotel partners, qualifying new business opportunities in Bali
• Consulted business owners on revenue optimization, distribution expansion, and digital platform adoption; presented clear, actionable strategies to drive sales
• Built and maintained a prospect pipeline; followed up consistently to convert interest into platform onboarding and active participation
• Delivered product demonstrations and system onboarding; trained partners to use new tools effectively and maximize their platform presence
• Prepared market insights and performance reports to support data-driven recommendations for partner growth

Corporate Hotel Revenue & Distribution Coordinator - Tauzia Hotel Management (Part of The Ascott Group) - Jakarta

(2017-04 - 2018-10)

• Support revenue management and distribution strategies across Tauzia’s portfolio of properties, driving optimal occupancy and competitive pricing
• Monitor daily rates, market trends, competitor pricing, and demand patterns to propose pricing adjustments and maximize revenue per available room
• Manage and maintain channel inventory, rate parity, and content across OTAs, GDS, brand website, and third-party booking platforms
• Coordinate with property teams, sales, and marketing to align promotions, packages, and distribution campaigns with corporate revenue goals
• Generate weekly/monthly performance reports: RevPAR, ADR, occupancy, channel contribution, and booking source analysis
• Troubleshoot system discrepancies, update rate plans, and ensure seamless data flow across PMS, RMS, and distribution channels
• Assist in forecasting, budget preparation, and yield management initiatives; support new property onboarding and distribution setup
• Ensure consistency in brand standards, rate integrity, and distribution accuracy across all markets

Hotel Reservation - The Mulia Resort & Villas Nusa Dua Bali (5-star hotel)

(2012-07 - 2015-03)

• Manage end-to-end reservations for rooms, villas, packages, and exclusive membership programs across phone, email, and online channels
• Deliver personalized, world-class service reflecting 5-star luxury standards; match guest preferences to accommodations, amenities, and bespoke experiences
• Process bookings, modifications, cancellations, payments, and membership enrollments/renewals with accuracy and attention to detail
• Promote membership benefits, special offers, and resort features; build guest loyalty and maximize revenue through thoughtful upselling
• Coordinate with front desk, concierge, and membership teams to ensure seamless guest handover and accurate arrival information
• Respond promptly to inquiries, resolve booking discrepancies, and maintain comprehensive guest profiles and records
• Stay updated on resort facilities, policies, seasonal promotions, and membership terms to provide consistent, reliable guidance
• Support peak periods and special events while upholding The Mulia’s signature elegance, warmth, and service excellence

Hotel Reservation Agent - Meliá Resort Villas & Spa Nusa Dua Bali ( 5-star hotel)

(2011-04 - 2012-05)

• Handle all reservation inquiries and bookings across phone, email, and digital channels for rooms, villas, and bespoke resort experiences
• Deliver warm, personalized service aligned with Meliá’s luxury hospitality standards; guide guests to accommodations, packages, and amenities matching their preferences
• Promote, explain, and enroll guests into exclusive membership programs; clearly articulate benefits, privileges, and terms to drive sign‑ups and renewals
• Process bookings, modifications, cancellations, payments, and membership updates accurately while protecting guest data and privacy
• Proactively recommend upgrades, special offers, dining, and resort experiences to enhance stays and maximize revenue
• Maintain precise guest profiles, booking records, and membership documentation; coordinate seamlessly with front desk and guest experience teams
• Resolve booking questions, availability concerns, and membership inquiries promptly and professionally; turn opportunities into lasting guest loyalty
• Stay current on resort facilities, Meliá brand standards, seasonal promotions, and membership benefits to deliver consistent, informed guidance

Bachelor of Applied Science - Hotel Administration - Sekolah Tinggi Pariwisata Nusa Dua Bali – Indonesia (2006-08 - 2011-03)