Kevin Edy Putra

Experience

• 

  New World

  Jan 2011 - Jan 2013

  Grocery assistant

  Responsibilities:• Assisted customers with their enquiries, ensuring a polite and friendly manner at all times.• Effectively worked with other staff as part of a team. • Made certain displays and shelves are well stocked and items appropriately displayed at all times.

• 

  Slingshot

  Feb 2016 - Jul 2017

  Customer Service Representative

  Responsibilities:• Delivered service and support to end-users using and operating automated call distribution phone software over the Internet.• Interacted with customers to provide and process information in response to inquiries, concerns, and requests about products and services.• Investigated and explained to customer regarding their billing issues.

• 

  Orcon

  Jul 2017 - Nov 2018

  Technical Specialist

  Responsibilities:• Provided technical support to customers for Broadband (ADSL, VDSL, and Ultra-Fast Fibre) and phone service through accurate fault diagnosis and resolution of problems.• Delivered technical advice to customers regarding internet connectivity and how to improve it.• Proactively assisted newly connected customers before they call the contact centre in an attempt to provide better customer service overall.• Resolved technical customer issues by liaising with other teams like the Tier-2 Technical Support, Network Operation Centre, Provisioning, Chorus technicians, and more.• Set up IP address (TCP/IP) manually, changing DNS settings, network settings, wireless setting on modem or computers, and troubleshoot LAN connection issues.• Assisted customers to set up and configure networks including LAN and Wi-Fi under Windows and MAC environment using supplied modem/router, Gateways, and ATA.• Provided support to 3rd party hardware to connect to the network.• Stayed updated with company’s system changes, updates, and policies. Show less

• 

  Vocus

  Nov 2018 - Dec 2021

  Responsibilities:• A tier 2 role. I Investigated and resolved complex fault tickets escalated by customer service agents, as well as providing constructive feedback to improve theirsupport and give better customer satisfaction.• Created and published help documentation for customers on ISP website and customer service agents on internal knowledge base.• Proactively monitored fault tickets and liaising with external vendors to resolve faults as soon as possible.• Proactively called customer for further investigation or giving status updates for better customer satisfaction.• Assisted, supported, and trained Customer Support Representatives agents for subsidiaries (Orcon, Slingshot, and Flip). Show less Responsibilities:• Assisted in managing a team Customer Service Representatives and took full responsibility when a Team Leader is away.• Provided assistance to team members with their queries such as technical knowledge and company processes.• Took escalation cases where necessary from customers.• Identified potential fault trends, gathered examples, and escalated to appropriate departments.• Delegated various tasks such as call backs and follow ups to other team members according to their capabilities.• Monitored the call centre queue and managed team members’ activities such as follow up times and jobs done throughout the day.• Supervised calls made by team members and provide feedback, coaching, as well as Quality Assurance to improve overall service.• Floor-walked and managed the contact centre when necessary.• Became an Acting Team leader when a Team Leader is away on leave. Show less

  • Residential Support Engineer (Tier 2 Technical Support)

    Apr 2019 - Dec 2021

  • Orcon Technical Second in Charge (Assistant Team Leader)

    Nov 2018 - Apr 2019
• 

  Prudential Indonesia (PT Prudential Life Assurance)

  Dec 2021 - Dec 2023

  Agency Director - Prudential Life Assurance

  Responsibilities:• Met clients and helping them plan their finances and help them achieve their goals.• Listened to clients and their needs, then deliver the best financial solutions and planning for them.• Solutions and plannings include: Financial Planning, Wealth Management, Personal Budgeting, Risk Management, Retirement Planning, Pension Fund, Estate Planning, Wealth Distribution, Education Planning, Life Insurance, Employees Benefit, Income Replacement, Income Protection, Asset Creation, Asset Protection, Healthcare. Show less