sesilia dian

Dedicated Customer Service professional with strong experience in hospitality, aviation, and tech retail. Proven track record in CRM-based support, front desk operations, and complaint resolution with measurable achievements such as maintaining under 3-minute response times and resolving 90% of customer issues. Recognized for empathy, communication skills, and ability to thrive in fast-paced environments, ensuring excellent customer experiences

Customer Service PT Global Sukses Digital (DOSS Camera & Gadget), Jakarta | Nov 2023 – Present 
• Delivered customer support via Barantum CRM, achieving <3 min average response time. 
• Successfully resolved 90% of customer complaints, ensuring positive customer experience. 
• Represented the brand at Sony Center (PT DOSSINDO) under the same management group. 

Cabin Coordinator RDG Airlines, Jakarta | Jun 2023 – Aug 2023 
• Managed cabin inventory and coordinated VIP amenities preparation. 
• Supported administrative documentation for cabin services. 
• Assisted in delivering premium services to international passengers. 

Receptionist Kemang Icon Jakarta | Nov 2022 – Jun 2023 
• Handled daily guest check-in/out with high accuracy and efficiency. 
• Resolved guest complaints promptly, enhancing guest satisfaction. 
• Managed OTA platforms ensuring accurate reservations and room availability. 

Finance Intern – Accounts Receivable The Ritz-Carlton Jakarta | Jan 2020 – Mar 2020 
• Processed billing documentation and managed City Ledger accounts. 
• Ensured timely delivery of financial reports and documents. 
• Maintained proper chronological filing for audit readiness. 

Front Office Intern Kemang Icon Jakarta | Nov 2020 – Jun 2021 
• Assisted in guest check-in, reservations, and concierge services. 
• Supported OTA updates and daily front desk operations. 
• Addressed guest concerns, contributing to positive reviews.

Education Universitas Katolik Indonesia Atma Jaya Hospitality & Tourism Management – Business Accommodation & Catering (non-graduate) 2016 – 2020 

SMA Tarakanita 1 Jakarta Social Sciences Major 2013 – 2016