Employed under PT. Pasar Dana Pinjaman (P2P Lending)• Lead and oversee the end to end process in Customer Service, Desk Collection, and Telesales.• Ensure all SLA and Floor Management target are achieved by 30 team members.• Develop team members by providing product knowledge, communication, presentation and collection skills training.• Work closely with with business team regarding P2P Lending flow process and operations execution.• Coordinate with litigation, compliance, and audit team in conducting investigation.Responsible for handling credit documents and asset management, including social media and auction house.

• Established new QA Development division (QC on CS, Claim & QC on QA).• Initiated improvement strategies such as creating new scoring system, enhancing script for campaigns, tele survey, and complaint handling to improve customer experience.• Analyze various data including bounce e-mail data, cancellation data on freelook period, customer watchlist and oversum insured.• Train new joiners and monitor SLA and quality process target in telemarketing team.Achievements:• Reduced cancellation rate on freelook period up to 60%.• Improved quality of verified applicants by 10% in 2022.

• Oversaw ongoing business lending process, maintained business partners and mitra fronting• Approach and acquired new business partner• Created planning target and development strategies

• Reviewed ongoing system and created new business process flow to increase efficiency• Identified business requirements and set up third party system to support the business• Coordinated with relationship managers to communicate operational development and QA to partners. • Monitored all operation activities including Call Center, Sales, QA, and Billing• Generated reports regarding all operations to be reported to business partners and Regional AEGON• Analyzed complaints and provide relevant solutions for quality improvement• Improved manpower capacity by achieving SLA

• Monitored QA process, analyzed complaints and cancellation.• Trained new hires in telemarketing team.• Created Do and Don't for quality assurance.• Coordinated with external vendors.• Calibrated with sales team.