Devita P

Bachelor Degree Of Business Administration, Faculty of Social and Political Sciences, Padjadjaran University, with several years of working experience as Customer Operation. Fast learner and adaptive person who is always seeking for new challenges especially in Customer Operation roles. And i am happy and extremely personable and excel in a positive work environment.

Customer Service Ops - Team Leader at KECILIN.ID (2023-09 – Present)

• Monitoring and ensure all customer service's work is completed daily basis
• Communicate and manage schedule adherence with team also supervise the work of CS to ensure adherence to quality standards, deadline and proper procedures.
• Document CS processes and work to continuous improvement
• Provide support to the team member, including providing support in case that being escalated
• Contribute to provide or handling customer needs, B2B & B2C (via CRM tools: Qontak)
• Responsible to communicate clear and effective to related party (partner)

Customer Operation SVIP user at PT BIGO TECHNOLOGY LTE (2020-05 – 2023-01)

• Process SVIP user needs and handling incoming complain from SVIP user.
• Accumulate daily TOP UP data SVIP, and filing the data.
• Escalation and analyze case from SVIP user, providing management service to upgrade some specific needs related to VIP user accounts, contents and managements.
• maintain good relationship between SVIP user and BIGO and inform related BIGO's Event

Campaign Analyst Online Travel Agent - Operations at PT OYO INDONESIA (2019-09 – 2020-05)

• Analyze and escalation the pricing issue on Online Travel Agent for Indonesia OYO properties.
• Solving Pricing issue escalated by other team and third party and make the OYO price parity in every Online Travel Agent.
• Applying the promotions or campaign strategy for all the Indonesia OYO properties on Online Travel Agent (Traveloka, tiket.com, Agoda, Booking.com, Expedia and Pegi-Pegi)

Customer Operations - Refund Analyst at PT TRINUSA TRAVELINDO (TRAVELOKA.COM) (2017-07 – 2019-09)

• Analyze the refund request from customer.
• Process the refund request from customer to airlines.
• Handle incoming complain from customer, that can't be handle by customer service by zendesk or salesforce and call according the case
• Follow up and update refund amount from airlines.
• Processing refund on Airline's B2B
• Processing credit card refund

Retail Funding Officer Academy at PT BANK MEGA TBK (2016-08 – 2017-07)

• Maintain good relationship with customer by conducting visit or phone call.
• Promote bank's products and services.
• Gain customer's updated information that related to bank produtcs and services.
• Increase customer's deposit
• Follow up any inquiry from customer to bank.

Bachelor Degree in Business Administration – Padjadjaran University (2012 – 2016)

SMA Negeri 34 Jakarta (2009 – 2012)