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With 7 years experience managing Customer Service on global FMCG P&G that handles 20 Brands and global Tech companies at Grab & experience in logistics and P2P lending with lot exposure in Phone,Social Media,Email,chat and frontliner and working with global team related sales,acquisition and revenue
gRAB
January 2021 - Present (3 years)
As a head in Customer Service division, I have Responsibilities for Customer Service, Service Center, Flagship Store: Planning and development - Create Business Framework, Business Process, Standard procedure for Customer Service division - Create an annual business plan for the Customer Service division - Create a standard operating procedure for the Customer Service division - Create key performance indicator for the Customer Service division - Prepare an appropriate ticketing system for the Customer Service division - Create daily, weekly, and monthly report for the Customer Service division Monitoring and evaluation - Create an evaluation form for all Customer Service team - Monitoring Customer Service team performance including SLA, CSAT, DSAT - Create and review weekly and monthly performance - Conduct coaching session using southeast Asia format (Grow Coaching form) Team bonding and appreciation - Create an incentive program to increase team motivation - Create and conduct the activity for team bounding improvement - Conduct daily meeting to ensure operational running well - Visit our Flagship store periodically to maintain the quality Operational - Assist Customer Service team when handling difficult issues or complaints - Ensure Customer Service team follow standard operating procedure during operational Warehouse Management - Prepare an appropriate Point of Sales system for Customer Service warehouse - Ensure all product available in the Customer Service warehouse - Ensure in/out product in the CS warehouse matching with the system - Ensure all refund and product purchases recorded in the CS warehouse system Service Center - Research and monitoring new product and brand - Ensure list of parts needed available with a minimum number - Analyst background of the complaint Customer Retention - Increase Customer Retention in the Customer Service division - Review and monitoring Customer Retention progress Customer Service software experience - Salesforce - Sprinklr - Avaya - CMS Supervisor - Cisco - Zendesk - Qontak - Majoo - Moka
Transcosmos Indonesia
January 2018 - January 2021 (3 years)
- Responsible for all P&G Indonesia brand regarding inquiry and complaint from Phone, Email, Social Media, Instagram, Chat - Responsible for performance review such as SLA, CSAT, DSAT - Daily floor monitoring to ensure agent using updated SOP and knowledge - Assist Agent when handling difficult consumer or complaint - Analyst every low CX score and find the solution - Conduct Coaching using southeast Asia format (Grow Coaching form) - Provided development program for an agent to improve their skill - Create fun activity, quiz, and program to create and improve team bounding - Provided training based on agent skill required - Evaluate members progress periodically - Provided daily, weekly & Monthly report - Doing daily communication with P&G global consumer relation in outside Indonesia regarding operation and escalation - Provide required data and any request from the client - Follow up any issue from the operational to the P&G global consumer relation - Working with regional Transcosmos team in southeast Asia regarding operational and reporting - Working with management team regarding project progress and issue - Making a decision regarding product replacement/Refund.
Transcosmos Indonesia
January 2017 - January 2018 (a year)
Transcosmos Indonesia
January 2016 - January 2017 (a year)
English Language
January 2011 - January 2016 (5 years)
Ketua bidang Organisasi English Student Association Ketua Bidang Minat bakat BEM FKIP UHAMKA Ketua Bidang Kader Pimpinan komisariat Ikatan Mahasiswa Muhammadiyah Jakarta timur Ketua bidang Hikmah Pimpinan komisariat Ikatan Mahasiswa Muhammadiyah Jakarta selatan Speaker for conflict management in the organization event Speaker for time management in the organization event Speaker for organization motivation in the organization event Speaker for the constitution of KM FKIP Uhamka in the organization event Speaker for rhetorical techniques in the organization event
Update the following skills from the newly launched list of skills:
Yes
most consistent community manager
2020
Ketua Bidang organisasi
January 2012 - January 2013 (a year)