Rah Panjalu

An employment focusing on Supervisory, Quality Assurance, Customer Service, Subject Matter Expert, Trainee and Content Moderator. Additionally, open wide interest for programming, data analytics and QA Testing. A good possession of analytical and critical thinking, coaching, training assistance, public speaking, and communication. Discipline and never stop learning are the key!

Subject Matter Expert Lead at Teleperformance Indonesia (2026-08 – Present)

As SME Lead, focusing not only to agents' performance but also making alignments with other SME. Providing best practices including game plans to other SMEs in order to be applied to other teams. Gathering information for outliers from agents and evaluating the approaches to meet better way that can be applied to the respective agents. Assisting agents in handling cases and also providing guidance as well as best practices to meet all metrics of KPI.

Subject Matter Expert (SME) at Teleperformance Indonesia (2024-01 – 2026-07)

Assisting agents to maintain their performances in terms of product knowledge. Performing SBS (Side-by-side) for agents under monitoring due to low performance. Doing observation and providing best practices in the case handling including deep dive analysis of product knowledge, improving soft skill including communication skill and emotional control at the time doing phone call, and performing brain storming with the agent to achieve better understanding.

Conducting product knowledge refresher and training alongside trainer and the client. Analyzing root causes of the error, advising feedback and collaboratively implementing the game plan with Team Leader. Able to help the agents to achieve in all metrics on agent level and team level.

Customer Support Representative at Teleperformance Indonesia (2024-01 – 2026-07)

Handling full English international inbound calls, email, and live chat for global fintech (e-wallet) both for personal account and business account. Mentoring newbies to share and to give best practices when handle a phone call and email in a program called Side by Side (SBS).

Complaint Officer at Teleperformance Indonesia (2024-10 – 2024-12)

Handling customer legal complaint for stage 1 based on the Jurisdiction of the customer. Enhancing analytical thinking in order to determine the root causes of the complaint. Communicating with relevant team globally to decide and reassure the error and the issue. Drafting the Final Response and Investigation Note based on the findings, applicable Terms of Use and procedures.

Quality Assurance Analyst at Teleperformance Indonesia (2022-11 – 2023-11)

Auditing contents from mods to check the quality of the moderation with minimum target at 715 cases per day. Inputting audited data using Google Spreadsheet. Sometimes helping on training of Product Knowledge and giving refreshment for agents. Doing calibration for those who did not meet the target for specific weeks or who made consecutive mistakes after being coached that is called ROL and also doing external calibration with clients.

Content Moderator at Teleperformance Indonesia (2022-11 – 2023-11)

Moderating contents (videos and images) of US e-commerce with weekly Growth Period Targets from 505 to 780 cases, accuracy 99%. Able to moderate 800 cases per day with accuracy 99%. Moderating comments from buyer, checking consistency of comments (checking the comments text, images, and videos) with the product that sold with target 5000 cases and able to moderate more than 10.000 cases a day.

Creative Staff at TIGA TUAN Kitchen & Bar (2019-01 – 2021-09)

Exploring new concepts for the restaurant including the promos and menus. Assisting in recruitment process and building Standard Operating Procedure and organizational structure.

Internship at PT. Bank Tabungan Negara (Persero) Tbk. Kantor Cabang Surabaya (2016-01 – 2016-12)

• Inputing Officer Development Program data from paper to Ms. Excel
• Delegating work letter
• Copying documents
• Greeting customer who wanted to request KPR

Associate's Degree (D-3/Diploma III) in Public Administration – State University of Surabaya (UNESA) (2013-01 – 2016-12)

Senior High School in Social Sciences – Kemala Bhayangkari 1 Surabaya Senior High School (2010-01 – 2013-12)