Experience

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  Freelance

  Jan 2016 - Jan 2022

  • Freelance Translator

    Sept 2016 - Jan 2022

  • Freelance English Tutor

    Jan 2016 - Jan 2022
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  Lcc rawamangun

  Sept 2016 - Jan 2020

  English tutor
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  Ati business group

  Sept 2019 - Nov 2019

  Ticketing agent

  ● Handled business process for North American and Australian Airway company.● Computed ticket cost and issued / reissued tickets.● Ensured target are met daily.● Provided accurate information to respond customer inquiries.

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  Pt ara in

  Jun 2020 - Oct 2020

  In-house translator

  ● Succeeded in translating and proofreading >2500 pages of documents, leaflets, books, and presentations.● Translated module and training materials for diverse company projects; mainly on management and human resources.● Transcribed interviews and presentations in English.● Coordinated online events for public and for internal audiences

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  Teleperformance

  Dec 2020 - Apr 2022

  ● Achieved CSAT scores at 95% Good Customer Service Response (CSR) target as a team leader.● Improved CSAT scores from 88% to 93% during transition period from email LOB to chat LOB in first quarter of 2022.● Succeeded in assisting the customer service staff with duties where required (resolves product or service problems). ● Supervised and assessed the customer service team to accomplished the company’s target (KPIs, CSR, and AHT).● Mentored top outlier agents to exceed the target and form their career development.● Coached bottom outlier agents to optimize the efficiency in responding client’s needs and Average Handling Time (AHT).● Monitored and provided regular feedback for the daily activities of customer service operation to the higher management for staff evaluation.● Communicated with the client directly to handle the issue. ● Constructed schedule for agents.● Assisted in the development, implementation and socialization of service policies from client.● Provided insights based on data, be the gateway for the customers to ensure their voice is heard and the company stay relevant to the customers. Show less

  • Customer Service Team Lead

    Nov 2021 - Apr 2022

  • Subject Matter Expert

    Jul 2021 - Nov 2021

  • Customer Service Agent

    Dec 2020 - Jul 2021
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  Mg group

  Jul 2022 - Jan 2023

  Customer service team lead / agent

  ● Monitored and provided regular feedback for the daily activities of customer service operation to the higher management for staff evaluation.● Communicated with the client directly to handle the issue. ● Constructed schedule for agents.● Assisted in the development, implementation and socialization of service policies from client.● Provided insights based on data, be the gateway for the customers to ensure their voice is heard and the company stay relevant to the customers.● Handled inquiries and complaints from customers via channel provided (email, chat and phoneline). Show less

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  Concentrix

  Feb 2023 - Nov 2023

  Inbound customer service representative

  ● Handled business process of local client.● Resolved product or service problems by clarifying the customer’s complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, and following up to ensure resolution.● Provided and delivered clear information and resolution to the customer.● Handled inquiries and complaints from customers via channel provided (Voice Inbound)