Data Entry & Operations Specialist & Customer Specialist

Amanda Cynthia Hilman

Bogor, Indonesia +628**-****-**** *********@*****.***

Detail-oriented and organized professional with over 5 years of experience in operations, customer service, and administration. Proven expertise in data management and analysis using Google Workspace, Microsoft Excel, and CRM systems such as Salesforce and Zendesk. Skilled in managing high-volume data sets, multitasking across multiple projects, and ensuring data integrity to drive operational efficiency and informed decision-making.

WORK EXPERIENCE

● Responsible for data feeding processes to train Accommodation Business Unit’s Machine Learning

(ML) models, targeting 300+ data entries per day to enhance automated decision-making accuracy and directly contributing to the improvement of Accommodation Business Unit’s Machine Learning intelligence with maintained an 83% data accuracy standard across an 6-person audit team

● Conducted comprehensive audits and Quality Assurance (QA) on inventory data from external providers and ensured the accuracy of product information (facilities, room types, and visual content) to minimize information discrepancies, optimize sales potential, and ensure compliance with Traveloka’s quality standards

● Demonstrated high adaptability by simultaneously managing at least 2 different projects per month, executing rapid context switching without compromising audit quality or Service Level Agreements

(SLA)

● Proactively improved operational efficiency by providing strategic SOP updates based on field findings and reporting data anomalies during team discussions to prevent system issues and customer complaints

● Managed inquiries and complaints for 25+ customers daily via telephone and analyzed customer needs to provide swift and accurate solutions, achieving a 95% service level success rate

● Compiled reports and analyzed recurring customer issues for service development using Salesforce CRM

● Coordinated directly with 30+ clients and stakeholders for event management

● Managed and organized over 50 stakeholder and client databases using Microsoft Excel

● Responsible for public activity reporting, including documentation and event evaluation

● Supported internal service quality improvements by facilitated discussions and provide guidance to 15 - 20 agents daily to maintain productivity and managing data team reporting via Google Spreadsheets

● Contributed for project data feeding processes to train Chatbot Help Center’s Machine Learning

(ML) models, targeting 3,000+ data entries for 2 weeks and directly contributing to the improvement of Chatbot Help Center’s Machine Learning intelligence

● Managed complex customer escalations requiring further action, including processing refunds, performing callbacks, and validating reports with third-party providers PT. Trinusa Travelindo (Traveloka)

Accommodation Inventory Product – Content Operations Tangerang, Indonesia

(November 2025 - March 2026)

PT. Transcosmos Indonesia

Contact Center Officer

Jakarta, Indonesia

(October 2024 - July 2025)

PT. Debindo Mega Promo

Marketing Communication Support

Jakarta, Indonesia

(April 2024 - July 2024)

PT. Solusi Transportasi Indonesia (Grab)

Subject Matter Expert (SME)

Jakarta, Indonesia

(March 2022 - April 2024)

● Proactively improved operational efficiency by providing strategic SOP updates based on field findings and reporting case anomalies during team discussions to prevent system issues and customer complaints

● Handled 40+ customer complaints and inquiries daily across phone, email, and live chat and achieved a 90% service level success rate through rapid and accurate problem-solving

● Compiled reports and analyzed recurring customer issues for service development using Zendesk CRM

EDUCATION

SKILLS & OTHERS

Customer Experience (April 2021 - March 2022)

IPB University

Diploma (D3) Ecotourism

Bogor, Indonesia

(2016 - 2019)

Technical Skills

Soft Skills

Languages

:

:

:

Microsoft Office, Google Workspace, Data Entry, CRM Tools (Salesforce, Zendesk), Data Analysis, Document & Archive Management, Data Validation Team Management, Time Management, Attention to Detail, Data Integrity Indonesian, English

Contact this candidate