An Nisaa K. Email & Phone Number

Bekasi, Id

Jakarta Selatan, Jakarta Raya, Indonesia

As a Customer Experience Coordinator, my responsibility were:1. Create and monitoring the SLA, SOP & Script for CX team handling queries and complaints2. Always make sure and maintain workflow CX according to priorities and running well, by reviewing daily also proactively check in dashboard and coordinate with CX team3. Coordinating a team of 12 (seasonality) agents, with various channels (Social Media, Email, Call and Whatsapp) accross multiple products Rumah Siap Kerja (Prakerja, Siap Usaha, Siap Karier and Siap Mahir)4. Keep accurate records and analyze statistics complaints customer5. Preparing daily, weekly, monthly and yearly reports to management regarding chats of customer and handling of complaints6. Monitoring outbound calls and provided immediate feedback to improve quality of service7. Escalate and resolved issues incoming users from multichannel such as email, call, social media and Zendesk Platform to accross team based on case by case priority.8. Accomplished more than 2000 cases both inquiry and complaint in Instagram Direct Message, Instagram Comment and Zendesk Platform9. Identify customer needs, respond to customer queries and collaborate with internal departments to optimize customer services and brand awareness10. Collaborate closely within a cross-functional team (with Marketing, Product, IT, Logistic, Finance, Learning, etc) to ensure smooth coordination of customer experience improvement plans and customer service resolutions

Area Dki Jakarta

As a Customer Experience Agent, my responsibility were: 1. Solved 50-250 tickets per day2. Provide comprehensive services to answer questions from customers3. Manage Email and WhatsApp Account4. Complain handling through WhatsApp Zendesk, and Social Media (Instagram and Facebook)5. Propose potential issue to Product and IT team6. Working closely with Marketing department 7. Report daily task to CX coordinator

Daerah Istimewa Yogyakarta, Indonesia

1. Effectively answered 2500 chats daily of questions asked by customers with complete, precise and solutive information2. Complain handling through Qiscus (Whatsapp, Twitter and Facebook)3. Escalate customer's data using Google Data Studio and CRM4. Coordinate with operations team to ensure that the operation plan of Prakerja's are running well5. Understand all relevant information and product knowledge in order to able to answer customer request and questions

Semarang, Jawa Tengah, Indonesia

1. Manage active - inactive archive (textual and digital)2. Succesfully enter 200 archives textual to digital per day using records software (SIKD)3. Compile records based on classification codes and put all records into filling cabinet4. Analyzed archives into useful information (preservation of records)5. Achievement: improved extended archive data entry efficiency up to 40% (250 archives/month)

Bachelor'S Degree, Library And Information Science, 3.54 / 4.00

Activities and Societies: Senat Fakultas Ilmu Budaya, Himpunan Mahasiswa Program Studi Ilmu Perpustakaan, Beasiswa Bidikmisi I took.

Education record

Activities and Societies: Geography Olympiad Participant