RAINIERRA GIENAH

Experience

• 

  Warung Mevvah

  Oct 2017 - Dec 2017

  Marketing Manager
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  Zenrooms

  Jan 2018 - Jul 2018

  Junior Marketing
• 

  Zenrooms

  Nov 2018 - Mar 2019

  Payment & data integrity
• 

  PT Bank Jago Tbk

  Dec 2020 - Aug 2022

  - Monitoring of OJK APPK ticket processing (making response letters along with follow-up cases)- Monitoring account status (follow up and maintain with IT)- Monitoring App Review (AppStore and PlayStore)- Make news events for customers indicated money laundry from any regulator (example: PPATK, BI, KPK, etc)- Make a complaint report for hard complaint customers via social media, etc- Make operational handling case flow for new cases- Monitor reversal cases and debit failures- Maintain reference letters according to customer needs- Handle special cases that enter through the contact center, including VVIP customers- Lead group of 24 peoples Show less

  • Complaint Management Team Leader

    Oct 2021 - Aug 2022

  • Subject Matter Expert Contact Center

    Dec 2020 - Oct 2021
• 

  WeLab

  Aug 2022 - Dec 2022

  Operations - Customer Support Center

  Building a Contact Center from scratch, starting from finding the best vendors who can provide system and human resource services to ensuring Contact Center is ready to serve customers in accordance with applicable banking policies for Bank Jasa Jakarta DigitalFlow process:- Finding Vendor to review their presentation (introduction) include NDA signing- Provide RFP- Review submitted proposal and POC from vendors- Scoring all vendor’s perspective - Presenting to Bank committee (include budgeting projection) - Winner announcement & KOM - Make an agreement to be signed- Monitoring project until Go Live Show less

• 

  Bank Saqu

  Dec 2022 - now

  Complaint Management

  - Create policy for Customer Protection and Complaint Handling.- Managing team L2 for customer’s complaint.- Improve system by create Back Office Portal embedded in CRM thru API- Design working flow In App Chat for Bank Application- Create standardization training material for onboarding L1, L2, Team Leader and Supervisor for Contact Center - Reporting Bank’s complaints to OJK