Reyza Prananto

Experience

• 

  PT Bakrie Telecom

  Mar 2007 - Nov 2011

  Responsibility :1. Handling complaint and manage team on backend Support 2. Achieve SLA Complaint on 95%3. Achieve on Customer satisfaction Index on 95%4. UAT Product ( User Acceptance Test ) with team Product,IT and engineering Team Responsibility on Support Desk - Handling Complaint direct to IT - Maintain all database IT - UAT - Day to day operation in IT Database and Specialist on Logistic Application

  • ESIA,BCON,BNET

    Jan 2008 - Nov 2011

  • support desk

    Mar 2007 - Sept 2011
• 

  PT Bakrie Connectivity

  Sept 2011 - Nov 2013

  Supervisor Complaint Resolution

  Lead 35 complaint resolution agent to deliver satisfaction and happiness to customers.achievement :1. Reduce number of attrition from 4 to 22. Reduce AHT from 20 Minute to 10 Minute 3. Increase CSAT Performance from 45% to 55%

• 

  PT Layanan Prima Digital

  Jun 2013 - Sept 2016

  Performs task central to program progress, including scheduling, budgeting and resource management.Provides solutions for project from customer side and also from internal resources.Build and Manage P&L projection either for prospectus and on-going project. Solution and Design specialistCreate and provide solution based on Customer requirement, presentation product in client, create Profit and Loss Document, and create the product or service to meet what the customer needs

  • Project Manager

    Mar 2015 - Sept 2016

  • Solutions Specialist

    Jun 2013 - Aug 2016
• 

  PT VADS Indonesia

  Mar 2015 - now

  Leading a Contact Center team dedicated to excellence in a customer service contact center environment. Provide leadership oversight and support to the operations team to drive customer satisfaction the achievement of performance objectiveCreate initiative process to meet KPI’s. Achievement :1. Increase Service Level OTC ( One Time Closed ) from 79% to 95%2. Reduce Average Cycle Late from 5 days to 2 Days3. Create new Chanel VVIP Handling Complaint for better Solution Show less

  • Head Of Operations

    Apr 2019 - now

  • Contact Center Channel Operation Sr.Manager

    Sept 2018 - Jul 2019

  • Customer Experience Manager

    Mar 2015 - Aug 2018
• 

  Sangucoy

  Jul 2022 - now

  Founder

  Makanannya biasa, minumannya biasa jajanannya biasa tapi yg jelas bisa gantiin ngasih perhatian buat nyiapin loe SANGU COY !