Experience

• 

  Datacom

  Jul 2010 - Nov 2010

  Intern

  As the intern, i got the experience of doing tele-survey about the political views, economics and other general opinion from the people in New Zealand about their country.

• 

  Datacom southeast asia (m) sdn bhd

  Mar 2011 - Nov 2012

  - Working closely with the Digital Managers in Indonesia, Singapore and Malaysia to deliver customer support through social media channels- Social media content creation for Twitter and Facebook- Obtaining and generating SLG ( Sales Lead Generation) through social media channels- Provide a high level of professional, competent service assistance- Escalate issues outside and inside service boundaries accordingly - A Post & Pre-Sales Support to handle all incoming inquiries on client's products, technologies, programs, policies and services. - Registers, handles, answers and escalates customer complaints to appropriate escalation channels- Obtaining and generating SLG ( Sales Lead Generation) through inbound phone call

  • Social Media Specialist (SEA)

    Dec 2011 - Nov 2012

  • Customer Service Representative

    Mar 2011 - Nov 2011
• 

  Convergys sdn. bhd

  Nov 2012 - Nov 2015

  Team lead - social media (sea, india & au)

  - Responsible for the overall performance of the team with the strong focus on the operational performance of individual agents- Social Media content creation- Qualifying and profiling SLG from the consultants- Supply all required knowledge on an adhoc and stuctured basis- Monitoring and managing for performance of all KPI's including reporting and other metrics- Provide training, coaching and expert advice for the team members to exceed all target set for them- Analyzing data from multiple source to find the areas of improvement and provide it through process improvement and staff management- Research the latest digital marketing trends and techniques and keeping the team and our clients up-to-date with the most current content marketing best practices Show less

• 

  Sutherland global services

  Nov 2015 - Aug 2017

  Team manager (sea) - incident response team

  - Business improvement through generating ad-hoc and regular reports providing industry knowledge, trends and customer feedback (CSAT/DSAT) for client- Capacity planning (Head count & Resources)- Act as an SME and mentoring the consultants to achieve day-to-day goals- Supervise email and outbound phone support- Monitoring and managing day-to-day operations ensuring KPIs are met such as - SLA, QUALITY- Conduct regular team huddles, training to provide latest updates and feedback for team members- Maintain communication channel between client and BPO, strategizing methods to improve customer and partner experience Show less

• 

  Concentrix

  Oct 2017 - now

  Some of my responsibilities are but not limited to : - Maintaining the high standard of Customer eXperience across the country (Indonesia)- Handling phone & email escalation internally and externally both phone and email- Maintain and improve the overall team members KPIs through effective daily, weekly and monthly coaching, training and quality monitoring - Provide an insight to the client of what's driving satisfaction and dissatisfaction from the users (Commercial & Consumer)- Business profitability (Head count) - Ensure 85% team productivity through driving targeted AHT- Minimazing repeat activity and dispatch as cost saving and customer experience Show less

  • Human Resources Generalist

    Oct 2024 - now

  • Implementation Lead

    Jun 2023 - Oct 2024

  • Program Manager

    Apr 2021 - Jun 2023

  • Technical Support Team Manager

    Oct 2017 - Apr 2021