Experience

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  Pt vads indonesia

  Sept 2010 - Jul 2017

  Responsibilities :- Manage and supervise 9 operational team leaders with 15 agent on each team (135 agent on total) to make sure that all of the result already meet both on KPI required and also part of Non KPI required- Define strategic level on team building based on high performance COPC measured with end user critical, business critical and compliance oriented to gave a good experience both on internal customer and external customer- Make a good collaboration with client and provide some insight about customer experience for improvement on XL services form operational point of view- Collect, analyze and provide data for performance review with monthly and quarterly basis for improvement plan & taken - Have a role on retention program and managing headcount for contact center 817 Project and controlling both of people, process and tools on such as project management- Handle Inbound CS Show less Responsibilities :- Responsible to collect, provide and also analyze all of our client data (XL Axiata project, Axis Project and other project) and than make a report on it as a daily report,weekly report,monthly report and also yearly report- Experienced in English both of oral and written- Experienced on creating presentation and deep insight for happening situation related with client required and determine how the data samples might best be applied to gain positive improvement on our client Show less

  • Contact Center Supervisor

    Jul 2013 - Jul 2017

  • Real Time Floor Monitoring Team Leader

    Jul 2011 - Jul 2013

  • Team Leader Operational

    Dec 2010 - Jul 2011

  • Customer Data Analyst ( CDA )

    Sept 2010 - Dec 2010
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  Teleperformance indonesia

  Aug 2017 - Jan 2019

  Assistant contact center manager

  - Liasing with Supervisor, Team Leader, Operatives and third parties to gather information and resolve issue- Perform Root Cause Analysis and Formulated and Execute action plan to improve performance- Fully implement and audit TOPS- Reviewing the Performance of staff, identifiying Training Need and Planing Training Session- Monitoring Random Checking for Inbound to improve quality, minimize errors and track operative performance- Handle Inbound, Outbound Telemarketing and Chat Show less

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  Ovo (pt visionet internasional)

  Jan 2019 - now

  Contact center operations and partner support manager