Experience

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  Pt indofood sukses makmur tbk

  Jan 2017 - Jan 2017

  Logistic & supply chain management
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  Db schenker

  Jan 2018 - Jan 2018

  Logistic & supply chain management
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  Accenture

  Feb 2020 - Jun 2023

  - Applied advanced Excel skills to manage business operations, creating decks such as Staff Tool, MMT, and IW.- Produced data-driven business performance reports, including a Scorecard based on employee KPIs, providing insights for performance development.- Provided constructive feedback to relevant departments or individuals based on data analysis tied to established KPIs. - Achieved a performance quality score of 98% - 100%.- Mentored and supervised new employees, ensuring work quality met the 98-100% benchmark.- Developed collaborative action plans with Trainers to address identified training needs, detailing specific programs, resources, and timelines.

  • Reporting Analyst

    Jan 2022 - Jun 2023

  • Customer Support Social Media

    Feb 2020 - Dec 2021
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  Pt bank digital bca (bca digital)

  Dec 2023 - now

  Assistant manager of operations & service excellence

  - Led process improvement initiatives in the complaint service contact center, enhancing responsiveness, customer satisfaction, and operational efficiency.- Achieved a 32% reduction in complaints related to e-money transactions by identifying root causes, implementing targeted process improvements, and enhancing customer support training.- Achieved a 90% improvement in SLA compliance through process optimization, effective team collaboration, and proactive issue resolution.- Created standard scripts for agents for use in all inbound, outbound calls and social media interactions. - Improved efficiency and effectiveness in credit operations by leading process improvement initiatives in loan collections.- Conducted customer surveys to gather feedback and drive service improvements. Show less