Astrini Messalina

I have honed my skills in handling customer interactions, enter customer data, ensuring compliance with procedures, and maintaining data accuracy.

My career journey reflects a strong commitment to operational excellence and customer satisfaction.

I am a person who has a desire to always learn, hard worker, honest, responsible and able to work in a team.

WORK EXPERIENCE

May 2005 - June 2010 as a Desk Collection Officer

• Handle customers by phone.
• Ensure to speak with customers, provide total bill information and ensure when customers will make payments.
• Offers payment relief for total outstanding.

June 2010 - October 2014 as a Call Monitoring and Quality Assurance Call Center

• Listen to the recording of the conversation between the call center officer and the customer who called the call center.
• Ensure that conversations between call center officers and customers are in accordance with procedures.
• Ensure that questions, requests or complaints from customers have been handled by the call center officer in accordance with procedures.
• Provide rewards for call center officers if they handle customers well or punishment if they provide incorrect information.
• Checking the applicable procedures, making updates if there is new information.
• Prepare data if requested for audit purposes.

October 2014 - December 2024 as a Retail Account Services and Lending Officer

• Checking/screening form opening savings and investment accounts.
• Input customer data according to the form into the bank system (zero error).
• Ensure customer data is in accordance with the form then create a bank account and ATM also.
• Analyze, check and reply to emails if there are questions or complaints from related branches or units.
• Preparing data reports on customers who open savings or investment accounts for daily, weekly and monthly periods.
• Perform system testing if there are updates to the related system.
• Conducting reviews and updates on procedures in the retail account services unit.
• Create and review SOP for team purposes.

Graduated from Maranatha University Bandung majoring in Psychology (S1).