(1 tahun 1 bulan) Managing escalated cases for Agoda’s Indonesian market, handling high- complexity situations involving highly dissatisfied customers and exceptions to standard processes. Responsible for end-to-end follow-up, SLA adherence, partner case resolution, and seamless customer relocations. Key focus areas: • Complex escalation handling & senior-level case resolution • Specialized partner case management via internal system access • Customer relocation coordination • SLA monitoring & compliance MVP — Highest Overall Performance, Q1 2026 Desember 2022 - Agustus 2025 (2 tahun 9 bulan) Delivered end-to-end support for the Indonesian customer base across calls, email, and live chat. Handled high volumes of booking issues including changes, cancellations, payments, and complex queries — applying Agoda policies fairly and consistently while collaborating with Team Leaders and cross-functional teams on unusual cases. Key focus areas: • End-to-end booking issue ownership • KPI achievement across quality, productivity & customer satisfaction • Process improvement recommendations • Customer data confidentiality & compliance Living Our Values (LOV) Award — recognized for embodying Agoda’s core values Top closure performance — Q1 2025

Mei 2022 - November 2022 (7 bulan) properties daily, covering registration, onboarding, live activation, and channel manager mapping. Conducted quality assurance and content optimization for 85+ properties weekly to maximize visibility and conversion across platforms. Key focus areas: • End-to-end OTA distribution & property onboarding • Content & QA optimization (85+ properties weekly) • Cross-team collaboration with Account Management & OTA Market Managers

Supervised daily Reception and Reservations operations, managing guest complaints, inquiries, and requests across all channels. Drove revenue through upselling, OTA promotion management, and room rate structure design. Conducted night audits and end-of-day reporting to ensure accurate financial records.

https://bestonhotel.com/ Managed all guest check-in/check-out processes, reservations, and payment handling. Coordinated with Housekeeping for room status management and handled OTA reservations in compliance with hotel booking policies.

• Organized, confirmed, and processed all guest check-ins/check-outs, room reservations, and requests • Processed all payment types, credit and cash, paid-outs, and miscellaneous charges • Night auditing and preparing day-end reports • Coordinating with Housekeeping to track room status and guest concerns, maintaining positive working relationships, supporting the team to reach

• Respond to telephone inquiries, providing quality service to customers and associates inquiring about room availability or hotel products, processing reservations by mail and telephone, and OTAs • Manage room allotment, room rates, and promotion packages on OTAs. Understanding the Hotels policy on guaranteed reservations and no-shows