Contact Center
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Experienced in contact center for 20 years, service oriented, focus on customer to increase customer satisfaction, fast learner, have an experience in operating administrative activities. Skilled in encouraging team members and conflict resolution, good leadership and agile
Credit Card Call Center Officer at PT Maybank (August 2002 - May 2007)
Responsible to take calls from customers answering questions or addressing any concerns they may have, listening to customers needs, handling complaint for any issues and providing helpful solutions to their problems, Communicates with other departments to answer customers’ inquiries, solve their problems and fulfill their needs
Credit Card emails and Complaint Officer at PT Maybank (May 2007 - June 2009)
Answering customers' inquiries via Email and complaint via social media, providing the right information.
Coordination with other departments to answer customers’ inquiries, request and complaint to solve their problems and fulfill their needs.
Credit Card Call Center Supervisor at PT Maybank ( June 2009 - Oct 2014)
Responsible to ensuring agents understand and comply with all call center objectives, performance standards, and policies. Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action. Preparing reports and analyzing data to assist management as they determine call center goals.
Quality Assurance Supervisor at PT Maybank (Oct 2014 - Nov 2015)
Responsible to make the planning, supervision, judgnent and acts are necessary to maintain the quality of services call center agent. The purpose of service quality reached customer satisfaction and achievement of the impact on service or business goals
Customer Care Center Assistant Manager at PT. Mandiri AXA General Insurance (Nov 2015 - Nov 2018 )
Responsible in Customer Care Center Operation (inbound, Outbound, Email, Customer Service, Live Chat and social media, Compalint management Unit), maintain and ensure all KPI achieved target, hiring, training, coaching and reporting. Monitor performance and improved service quality in all channel
Contact Center Manager at PT. Equity Life Indonesia (Nov 2018 - June 2024 )
Responsible in Contact Center Operation (call center, eMail, Outbound, WhatsApp), support all sales distribution channel (agency, bancassurance, telemarketing), Preparing reports and analyzing call center data to improve processes, Hiring, training, coaching, and leading call center, improved process and service quality to increase customer satisfaction.
Jayabaya University - Jakarta
Bachelor (S1) degree, majoring Management (2002)
