Eka Apriani

Customer service professional with 9 years of experience across voucher services, e-commerce, banking, and digital lending. Experienced in handling high-volume operations, including 50 customer tickets per day while consistently meeting daily KPI targets. Proven track record of exceeding monthly CSAT targets, achieving 92% to 94% against an 87% benchmark.

Recognized 5 times as Best Agent for strong performance and service quality. Skilled in complaint handling, escalation management, and end-to-end case resolution with a strong focus on accuracy, empathy, and customer satisfaction.

Customer Service Loan Specialist (2024 – Present)

• Managed high-volume customer service cases for digital lending products, consistently handling 50 tickets per day with accurate and timely resolution.
• Handled customer complaints related to undisbursed loan funds, incorrect disbursement amounts, unapplied payments, duplicate payments, billing discrepancies, loan insurance removal, and SLIK status updates or corrections.
• Coordinated escalations directly with funding banks, including Asetku, Superbank, Bank Neo Commerce, MMB, and Sentosa, to ensure end-to-end case resolution.
• Consistently exceeded monthly CSAT targets, achieving 92% to 94% against the 87% benchmark, while maintaining daily KPI performance.
• Used Microsoft Excel for customer data monitoring, case tracking, and performance reporting.

Customer Service, Online Merchant / E-commerce (2020 – 2023)

• Handled customer complaints related to online merchant transactions, including undelivered items, damaged goods, product returns, and order-related issues.
• Coordinated directly with sellers to verify case details, follow up on resolutions, and ensure proper handling of customer concerns.
• Assisted customers throughout the complaint resolution process with a focus on accuracy, responsiveness, and customer satisfaction.
• Supported daily customer service operations in a fast-paced e-commerce environment.
• Maintained service quality by handling cases in line with company procedures and customer service standards.

Team Coordinator, Customer Service Voucher Products (2016 – 2019)

• Coordinated customer service operations for voucher-related products, ensuring smooth handling of customer inquiries, complaints, and redemption issues.
• Managed support for multiple voucher categories, including Indomaret vouchers, cinema vouchers, mobile credit, data packages, bus tickets, and flight ticket rescheduling.
• Handled service cases involving third-party partners such as RedBus for bus ticket bookings and tiket.com for flight ticket rescheduling.
• Monitored team performance and daily service handling to maintain operational efficiency and service quality.
• Supported issue resolution and internal coordination to ensure timely and accurate case closure.

Administrative and Customer Service Support at BTN (2014 – 2016)

• Provided administrative and customer service support for banking products in accordance with BTN service standards and procedures.
• Handled customer inquiries, complaints, and service requests with a strong focus on accuracy, responsiveness, and customer satisfaction.
• Supported day-to-day customer service operations through document administration, reporting, and internal coordination.
• Maintained consistent service quality and contributed to a positive customer experience across customer interactions.
• Assisted in service improvement initiatives while ensuring compliance with internal banking policies and regulatory requirements.

Bachelor’s Degree in Law – Universitas Terbuka (2020)