Arif Setia Aji

Contact center professional with 1.5+ years of operational experience in high-volume environments, actively transitioning into Workforce Management. Familiar with contact center operational patterns and performance reporting from the agent side, with self-directed learning in WFM fundamentals including forecasting methods, Erlang C staffing and capacity planning. Strong analytical foundation from Informatics Engineering background (GPA 3.79) and data analytics training.

Comfortable working under pressure in deadline-driven, shift-based environments.

Customer Engagement Champion – Inbound Call at PT Mitracomm EkaSarana (2025-08 – Present)

Vendor Transition Same Project

• Operated within a high-volume contact center environment handling 40+ outlets, developing direct understanding of inbound call patterns, peak hour behavior.
• Maintained 95% KPI score and 100% reporting accuracy through disciplined daily tracking and structured follow-up.
• Performed daily ticket recapitulation in spreadsheet, building habit of accurate data entry and operational reporting under time pressure.

Customer Engagement Champion – Email & Inbound Call at PT Vads Indonesia (2024-09 – 2025-07)

Gojek Project

• Managed high-volume email correspondence for shipping complaints and generated comprehensive performance reports.
• Resolved order discrepancies and provided technical support for application users at 120 outlets.
• Maintained a consistent KPI score of 90% or higher through proactive problem-solving and efficient follow-ups.

Graphic Design Lecturer Assistant at Ahmad Dahlan University (2022-07 – 2022-09)

Internship

• Developed a specialized graphic design curriculum for educators, resulting in a 50% improvement in student learning competencies post-pandemic.
• Developed structured curriculum and mentored educators across workshop sessions demonstrating ability to coordinate with multiple stakeholders and manage structured timelines.

Bachelor in Informatics Engineering – Ahmad Dahlan University (2019 – 2023)