Monica Monica

I'm people-oriented and dependable professional with four years of experience in customer service B2B or B2C sales.  Proficient in problem-solving and working in a fast-paced environment.eople-oriented and dependable professional with four years of experience in customer service B2B or B2C sales.  Proficient in problem-solving and working in a fast-paced environment.

Customer Service Representative cum Administration & Tour Operator, PT. Bola Emas Sumatera Travel, Medan - Indonesia | Oktober 2017 - Agustus 2022

• Manage large amounts of incoming phone calls, email, phone inquiries about tour packages and explaining tour plan to customers and after sales services.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Generate sales leads.
• Identify and assess customers needs to achieve satisfaction. 
• Build sustainable relationships and trust with customer accounts through open and interactive communication.
• Provide accurate, valid and complete information.
• Meet personal/customer service team sales targets and call handling quotas.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
• Keep records of customer interactions, process customer accounts and file documents. 
• Follow communication procedures, guidelines and policies.
• Take the extra mile to engage customers.
• Developing tour packages, negotiating rates, arranging travel, preparing tour budgets, researching travel options.

• Senior High School Methodist-3 Medan (2013-2016)
• Bachelor's Degree - Law Department Pelita Harapan University (2017 Sept - 2019 Apr)
• Bachelor's Degree - Law Department Prima Indonesia University (2019 Apr - 2021 July).
• Graduated with Cum Laude ( GPA: 3.84/4.00) | Specialization: Civil Law