Julasbi Tanri

Operational Leader with 8+ years of experience in Contact / Call Center Operations, Customer Experience Management, data annotation expertise and Trust & Safety for global E-commerce and Tech companies. Proven track record of managing large-scale teams, driving operational efficiency, and ensuring high customer and client's satisfaction. Experienced in leading teams, excellence in workforce planning, forecasting, people management, and process improvement using Root Cause Analysis (RCA) and PDCA methodologies.

A strong cross-functional leader with the ability to align operations with business objectives in fast-paced environments.

Trust & Safety Operations Manager at PT Transcosmos Indonesia (2024-03 – 2026-06)

Company Based in Japan and has other main branches in 26 APAC countries

• Manage and lead Trust & safety LOB with over 200 Headcount across division.
• Prepared, lead weekly and quarterly reviews. Employee KPIs, ensuring performance benchmarks are exceeded consistently.
• Identify operational issues and implement actionable improvement plans using Lean methodologies and suggesting possible improvements for (System, Tools, People) to reduce risks and enhance the integrity of the outcome results.
• Identify areas for process improvement within the customer experience center and other related departments which impact the customer journey / satisfaction, quality management, root cause analysis to ensure smooth operations

Careline Assistant Manager at PT Coway International (2022-03 – 2023-06)

Main Company Based in Korea and has other main branches in asean countries

• Manage call center with very dynamic requirement (Channel Call-Inbound, Call Outbound, Email, Whatsapp) with 50 Headcount across division.
• Prepare Weekly, Monthly, Quarterly report for review including staff KPI.
• Identifying operational issues and suggesting possible improvements (System, Tools, People). Identify areas for process improvement within the customer experience center and other related departments which impact the customer journey / satisfaction
• To analyze more deeply about customer satisfaction data and provide an improvement insights for internal /managements.
• Oversee daily operations and act as the primary point of contact for customer escalation.
• Work with internal departments such as IT on special process improvement projects
• Reason Of Leave: To complete the Bachelor program

Operations Call Center Manager at PT Konvergensi Mitra Solusi (2021-01 – 2021-06)

Call Center Business

• Manage about 75 Headcounts call center for E-commerce company- Akulaku (Multi Project) with very dynamic requirement (Division Customer service & Validation)
• Maintain KPI result always on exceeded level, ensuring team to have the appropriate support and training.
• Manage number of attritions.
• Employee satisfaction and customer satisfaction.
• Weekly, Monthly, Quarterly review to Internal Management/client on key deliverables
• To analyze more deeply about customer satisfaction data and provide an improvement insights.
• Reason of Leave: Education & studying

Call Center Assistant Manager at PT Teleperformance Indonesia (2020-05 – 2020-11)

Company Based in France and has many main branches in worldwide countries

• Manage about 50 headcount with multiple project for JDID (Division Customer service & Seller )
• Do Coordination with Manager and Client regarding the Operational Performance - Weekly, monthly KPI Monitoring to daily Operational.
• Weekly & Monthly Review with Clients.
• Collaborate with WFM reporting for monitoring and scheduling.
• Monitoring and Evaluating team Leader Performance.
• Identifying operational issues and suggesting possible improvements.
• Preparing reports and analyzing data to assist Operational as determine call center goals.
• Working with Team Leader and other team to support agents and to maximize customer satisfaction level.
• Reason of Leave: Family Matter

Operations Team Leader & Operations Supervisor at PT Transcosmos Indonesia (2016-01 – 2020-12)

Company Based in Japan and has other main branches in 26 countries. Manage about 100 headcount with multiple clients for Traveloka & Shopee (Division Customer service) Multi Digital Channel such Inbound Call, Email, Livechat

• Provides quality customer service, including interacting with customers, answering customer enquiries, and effectively handling customer complaints.
• Provides encouragement to team members, including communicating team goals and identifying areas for new training or skill checks.
• Answers team member questions, helps with team member problems, and oversees team member work for quality and guideline compliance.
• Responsible to monitoring the Traffic and also maintain the Service Level until the end of shift.
• Preparing an analysis the root cause of decreased Service Level and report to Manager/client.
• Develop and manage a team through coaching, monitoring, and collaboration. - Weekly, monthly KPI Monitoring to daily Operational.
• Weekly & Monthly Meeting with clients.
• Collaborated with WFM reporting for monitoring and scheduling.
• Monitoring and Evaluating team Leader Performance.
• Identifying operational issues and suggesting possible improvements.
• Preparing reports and analyzing data to assist management as determine call center goals.
• Working with other supervisors and management team to support agents and to maximize customer satisfaction level
• Reason of Leave: Company Business contract End

S1 - Bachelor in English Literature – University Pamulang (2019-01 – 2024-12)

Diploma 3 in LCCI Accounting – Kinabalu Commercial College, Kota Kinabalu Malaysia (2010-01 – 2012-12)