hikmanov
Technical Support & Service Delivery Specialist
Highly experienced professional with over 10 years in fintech and online travel industries, specializing in technical support, service desk operations, and customer infrastructure stability. Proven ability to diagnose technical faults, implement effective solutions, and enhance operational efficiency through documentation and process improvement. Adept at managing service desk teams, providing end-user training, and ensuring consistent service quality.
Experience: 11 years
Yearly salary: $30,000
Hourly rate: $15
Nationality: 🇮🇩 Indonesia
Residency: 🇮🇩 Indonesia
Experience
Customer Service Specialist
Binance 2021 - 2021
Delivered solutions via live chats and arbitrated customer disputes. Acted as the voice of the customer across the organization. Investigated trading activity to prevent fraudulent activities.
Associate Team Leader - Customer Support/Solutions
iPrice 2020 - 2021
Coordinated the Customer Service Team and managed daily operations. Resolved escalations and supported process improvement initiatives. Supported process improvement (managing customer surveys).
Fraud Prevention Specialist
Agoda 2018 - 2020
Running daily chargeback report. Investigated chargeback cases. Verifying cases to supplier or customer by various channels. Providing payment evidence through payment gateway support claim. Determining Win or Loss dispute cases. Supporting customer service team in payment cases. Daily follow up pending dispute cases.
Travel Agency Manager
EASVA Tour & Travel (PT. Easva Cahaya Iman) 2016 - 2018
Trip package planning and budgeting. Review and analyze competitors' products and services. Managing client’s requests. Supervising travel programs. Implementing sales strategies for B2B markets. Trip summary report creation.
Business Assurance Specialist
Agoda 2012 - 2016
Checking and observing daily fraud activity. Verifying suspicious booking and blacklisting accounts. Verifying supporting documents submitted by the customer. Running daily chargeback report. Investigated chargeback cases. Verifying cases to supplier or customer by various channels. Providing payment evidence through payment gateway support claim. Determining Win or Loss dispute cases. Supporting customer service team in payment cases. Daily follow up pending dispute cases.
Skills
customer-service
customer-support
english