Social Media Agent at Bank Rakyat Indonesia (2024-04 – 2026-05)
- Handled an average of 120+ customer interactions daily across multiple digital platforms, ensuring responsive and consistent service delivery.
- Analyzed and escalated complex issues (e.g., payment failures, fraud cases, and account discrepancies) to relevant departments with structured reporting.
- Maintained an efficient Average Handling Time (AHT) of 5 minutes while ensuring service quality.
- Monitored and followed up on overdue cases to minimize escalation risks and improve resolution turnaround time.
- Utilized CRM and communication tools such as Salesforce and Avaya to manage workflows, track interactions, and ensure data accuracy.
Call Center Agent at Bank Rakyat Indonesia (2023-06 – 2024-04)
- Managed high-volume inbound calls (50+ calls per day) to handle customer inquiries related to banking products, transactions, and service issues in a professional and timely manner.
- Provided prompt resolution for critical cases such as fraud, phishing incidents, and lost debit cards, including executing preventive actions and delivering customer education.
- Conducted proactive follow-ups on pending cases to ensure timely resolution and maintain high levels of customer satisfaction.
- Ensured strict compliance with data confidentiality standards while delivering clear, accurate, and policy-aligned communication.
Call Center Agent at Bank Syariah Indonesia (2021-05 – 2023-06)
- Handled inbound customer calls related to account inquiries, banking products, policies, and service requests with a professional and customer-oriented approach.
- Identified customer needs, investigated issues, and provided effective solutions to resolve complaints and improve service experience.
- Clearly communicated banking policies, fees, and procedures to ensure customer understanding.
- Monitored customer account status, including tracking transactions, payments, and account activities.
- Assisted customers in handling sensitive cases such as fraud, theft, and identity misuse while maintaining strict data confidentiality.
- Supported customer service operations by processing debit card blocking for lost or stolen cards efficiently.
- Compiled feedback and generated reports on customer complaints to support service improvement.
Freelance at UncelWind Wedding Organizer (2022-10 – 2022-10)
- Coordinated wedding event preparations, including scheduling, logistics, and ensuring all arrangements aligned with client expectations.
- Managed communication with clients and stakeholders to ensure smooth execution of event.
- Assisted in organizing and preparing all necessary resources for the bride, groom, and family members.
- Supported on-site event operations, including guest handling and ensuring adherence to the event rundown.
- Maintained overall event quality by ensuring the wedding proceeded smoothly and professionally.
Education Counselor at Kelas Pintar (2021-03 – 2021-05)
- Conducted B2B activities by identifying and approaching potential partners to expand business opportunities.
- Performed client visits, presentations, and negotiations to promote educational products and services.
- Managed daily operational tasks related to client engagement and business development activities.
Training at Pastry Section at Hotel Borobudur Jakarta (2020-01 – 2020-03)
- Assisted in preparing and setting up food items, including desserts and condiments, for buffet services (breakfast, lunch, and dinner).
- Produced various pastry and dessert items for restaurant, banquet, and gourmet service needs.
- Maintained cleanliness and organization of food preparation areas in accordance with hygiene and safety standards.
- Supported senior kitchen staff in preparing food for large-scale events and operational instructions.
- Gained knowledge and practical understanding of food safety standards through training.
