Customer Service & Compliance Support at PT Pinjaman Kemakmuran Rakyat (2025-08 – Present)
- Manage 40–70+ customer and regulatory complaint cases daily while consistently maintaining SLA performance above 95%.
- Conduct thorough end-to-end investigations for OJK and AFPI complaints to ensure proper resolution and compliance.
- Prepare highly accurate, audit-ready documentation and regulatory compliance reports.
- Coordinate effectively with Risk Management, Operations, Collections, and internal stakeholders to expedite complex resolutions.
- Monitor complaint trends to mitigate operational risks and align daily procedures with evolving financial regulations.
Compliance Specialist at PT Progo Puncak Group (2025-01 – 2025-07)
- Managed and processed regulatory complaints from external entities, including OJK, AFPI, and Media Konsumen, alongside external operational reporting.
- Conducted comprehensive end-to-end investigations into internal customer escalations and systemic issue reports.
- Reviewed supporting historical records and executed root cause analysis to reduce systemic operational errors.
- Prepared and optimized compliance logs and comprehensive audit-ready documentation.
- Collaborated with cross-functional operational teams to ensure uniform compliance standards across all service channels.
Customer Service Executive (L2) at Adapundi (2022-09 – 2025-01)
- Served as Assistant Team Leader, actively supporting operational management, performance reporting, and team-wide coaching sessions.
- Managed advanced and complex customer escalations, ensuring rigorous adherence to internal SOPs and regulatory guidelines.
- Investigated deep-tier customer compliance complaints and worked with technical and risk units for efficient cross-functional resolution.
- Maintained a consistent individual SLA performance score above the 95% company target.
- Achieved perfect zero-error quality assurance performance for six consecutive months.
Customer Service at Kredivo (2021-08 – 2022-09)
- Managed 50–100+ daily customer inquiries across phone, email, and live chat platforms while strictly maintaining target KPIs.
- Resolved high-volume billing disputes, strict account verifications, payment discrepancies, and application technical issues.
- Tracked, logged, and escalated specialized systemic infrastructure bugs utilizing JIRA ticketing software.
- Maintained precise customer interaction records, creating highly accurate internal case documentation logs.
- Delivered highly solution-oriented customer service, optimizing individual satisfaction and retention metrics.
Customer Care at PT Extramarks Education Indonesia (2020-03 – 2021-07)
Admin Staff at PT Asuransi Ciputra Indonesia (2019-07 – 2019-12)
Production Intern at PT Caplang (2017-10 – 2017-12)
