Danny Zainaldi

Experience

• 

  Citi

  Jun 2011 - Apr 2012

  Telemarketer

  Contacted the Citibank card holders by phone to offer the soft loan and other banking products and to meet the monthly target of selling loans and products.

• 

  PT Bank Danamon Indonesia, Tbk.

  Jun 2012 - Jun 2013

  Telesales Agent

  Offers the Personal Loan Product by phone to payroll customers.

• 

  Bank Rakyat Indonesia

  Sept 2013 - Aug 2016

  Bank Teller

  Accept and validate savings, transfer and loan deposit transactions. Able to introduce to potential customers about the new savings product from the company.

• 

  JD.ID

  Nov 2017 - Jul 2020

  • Responsible for daily basic system configuration and daily system problemsolving and processing, and organized into problem solving manual base oncommon problem types.• Responsible for collecting and sort out the requirements of the operationsteam; (based on the details of the requirements, dispatch the requirementsto the corresponding team for processing)• Participate in the project process as a project manager; (mainly responsiblefor requirement collection/demand analysis, and participate in requirementassessment/functional design)• Responsible for organizing UAT of new systems/new features• Responsible for the operation monitoring after the new system/newfunction go live and report to the technical team Show less

  • Operation Analyst

    Sept 2019 - Jul 2020

  • Layer 2 Customer Service Staff

    Nov 2017 - Sept 2019
• 

  PINTAR

  Jul 2020 - now

  - Team Leadership: Lead, train, and manage a team of customer service representatives, including hiring, onboarding, and performance evaluations.- Customer Support: Monitor and improve customer support processes to ensure efficient, timely, and accurate responses to customer inquiries, concerns, or complaints.- Performance Metrics: Establish and track key performance indicators (KPIs) to evaluate team and individual performance, ensuring the team meets or exceeds customer satisfaction and service goals.- Workflow Management: Organize and optimize workflow and procedures to enhance the overall efficiency of the customer service department.- Quality Assurance: Implement and maintain quality control measures to ensure the accuracy and consistency of customer interactions.- Training and Development: Provide ongoing training and coaching to team members to enhance their skills, product knowledge, and customer service abilities.- Reporting and Analysis: Generate and analyze reports on customer service metrics, identifying trends and areas for improvement.- Customer Feedback: Collect and utilize customer feedback to make data-driven decisions for process improvement and to enhance the customer experience.- Complaint Resolution: Handle complex or escalated customer issues and provide solutions to ensure customer satisfaction.- Technology Utilization: Utilize customer service software and technology to streamline processes, manage customer information, and improve service delivery. Show less - Hires entry-level customer service employees.- Trains new employees in the companys customer service policies, procedures, and best practices.- Organizes and oversees the schedules and work of assigned staff.- Conducts performance evaluations that are timely and constructive.- Handles discipline and termination of employees as needed and in accordance with company policy.- Manages a team of assigned customer service representatives and ensures they comply with company guidelines particularly related to quality of service.- Monitors or reviews calls or other correspondence between representatives and customers.- Ensures that representatives are informed about changes to company products and services.- Collects data and prepares reports on customer complaints and inquiries.- Prepares monthly reports summarizing the assigned customer service teams performance.- Prepares knowledge-based documents such as summaries and responses to frequently asked questions.- Identifies opportunities to update or improve customer service procedures and makes recommendations to the Director of Customer Service or other appropriate staff.- Performs other related duties as assigned. Show less

  • Customer Experience Manager

    Aug 2023 - now

  • Customer Service Supervisor

    Jul 2020 - Aug 2023