Bimo Prihandiarto Email & Phone Number

Bogor, West Java, Indonesia

Bandung Area, West Java, Indonesia

• Responsible in creating concept, tools, system and manpower for new Department of Call Center
• Responsible on selecting staff recruitment for Call Center
• Review procedures, policy and coordination with related Department
• Review Staff’s performance and decide on the continuation of the contract
• Review, analyze and develop Call Center to improve performance and target achievement
• Monthly reporting of Call Center performance to the Board of Directors

Greater Jakarta Area, Indonesia

Responsible to Call Center day to day operational, Plan & manage any necessary action to achieve SLA as targeted. Daily, monthly, yearly report and presentation to Management team.

Greater Jakarta Area, Indonesia

• Maintain documentation of compliance activities, such as complaints received and proactive
• Interact with Member to support, educate and advise Member by checking-in on a regular basis to ensure policies are being followed
• Monitor whether the business is operating according to applicable regulatory requirements, operating processes and policies by doing site visit
• Conduct and direct the internal investigation of compliance issues including order and payment research
• Identify compliance issues that require to follow-up or investigate
• Reporting non-compliance issues and correct the issue

Greater Jakarta Area, Indonesia

• Create Standard Operating Procedure (SOP) for Merchant Monitoring Transaction and Merchant Care
• Preparing infrastructure for Merchant Monitoring & Payment facility
• Preparing Business Requirement Development (BRD) Merchant Monitoring for supporting application system
• Preparing templates for both Merchant Monitoring and Merchant Payment reports
• Preparing Job Description for both Merchant Monitoring and Merchant Payment Supervisor and Staffs
• Conduct reconciliation transaction and payment to merchant and payment received from Principal

Greater Jakarta Area, Indonesia

• Developing monitoring and training program.
• Responsible in team target and achievement.
• Responsible in monthly report to Manager
• Supervise Quality Assurance Staff and Training Staff
• Responsible in Quality of monitoring and training report
• Performed same perception, calibration, FGD

Jakarta

• Making Concept of monitoring templates for operational agent and Customer Care Support and Email, report template, call monitoring guidance and scoring.
• Making Concept for Best Agent Template and Scoring, Sample Call Project, Customer Satisfaction Survey.
• Responsible achievement target call monitoring from call centre, banking / credit card
• Responsible in auditing target from Customer Care Support and Email
• Responsible investigation case from Operational Department if any.
• Coaching Call Center Officer.

Greater Jakarta Area, Indonesia

• Responsible achievement target call monitoring from call centre, banking, credit card
• Responsible in auditing target from Customer Care Support and Email
• Responsible investigation case from Operational Department if any.
• Coaching Call Centre Officer.
• Performed same perception, calibration, and sudden inspection regularly.
• Report Performance staff every month.

Greater Jakarta Area, Indonesia

• Handling inbound call from customer for any inquiries, which are related to credit card
• Solving customer problem that related to credit card transaction
• Analyzed and investigated the problem end to end process
• Coordinate with the other department case-by-case basis