Fernando Surya

Background

About Fernando Surya

I’m Fernando Surya, an experienced IT Software Support and Customer Service professional with a strong track record in the banking and corporate sectors. Over the past three years, I’ve built a reputation for reliability, technical proficiency, and service excellence—culminating in receiving first place in the prestigious BCA Eagle Award for Customer Satisfaction. My experience spans both technical support and front-line customer service, giving me a well-rounded understanding of both systems and people. I started my career as an IT Software Support at PT Musim Mas, where I was responsible for diagnosing and resolving software issues, managing user support requests, and ensuring the smooth operation of internal systems. My role demanded strong analytical thinking, attention to detail, and close collaboration with internal teams to address operational bottlenecks. I later transitioned into a front-facing role as a Customer Service Representative at PT Bank Central Asia (BCA), one of Indonesia’s largest banks. There, I handled multi-channel customer interactions (phone, email, and in-person), managed complaints professionally, maintained accurate data records, and consistently promoted products based on customer needs. My ability to communicate clearly and solve problems efficiently made a direct impact on customer satisfaction scores. In addition to my professional experience, I hold a Certified SolidWorks Associate (CSWA) credential in mechanical design, giving me foundational exposure to CAD modeling and product development. I also bring a high level of proficiency in tools such as Microsoft Office (Word, Excel, PowerPoint, Outlook), SolidWorks, Adobe Illustrator, and general system support workflows. My strengths lie in my critical thinking, adaptability, structured communication, and time management. I work equally well independently and in team environments, and I’m driven by results that benefit both customers and internal operations. Whether I’m troubleshooting technical issues, managing customer requests, or improving internal systems, I approach every task with professionalism and a service-oriented mindset. I'm now seeking new long-term opportunities where I can bring this hybrid skill set to support digital teams, streamline processes, and deliver excellent service outcomes.