Siska Martha

Customer Care Leader with expertise in leading service teams, optimizing workflows, and delivering impactful customer experience through strategic improvements.

Customer Care Coordinator at PT. Victoria Care Indonesia (2021-01 – Present)

• Lead and manage a team of 26 customer care agents
• Create and manage shift schedules for optimal coverage
• Oversee daily operations and handle customer inquiries and escalations
• Coordinate with internal teams and external partners
• Analyze customer complaints and implement improvement plans
• Lead CRM Chat projects to improve service efficiency
• Provide coaching, training, and performance evaluation
• Monitor KPIs, SLA, and customer satisfaction

Customer Agent (Priority) at PT Warung Pintar Sekali (2020-01 – 2021-01)

• Handled high-priority partners via phone support
• Provided guidance and solutions based on SOP
• Delivered feedback for operational improvements

Customer Support at PT. Stoqo Teknologi Indonesia (2019-10 – 2020-01)

Customer Service at PT. Simplefi Teknologi Indonesia (2018-08 – 2019-10)

• Assisted customers and merchants via chat, email, and social media
• Maintained high-quality communication and customer satisfaction

Diploma in Midwifery – Politeknik Health Surakarta (2013 – 2016)