Lead Customer Care department with two section under my care: Contact Center and Customer Retention & Loyalty.Manage the development of the new in-house Contact Center K-Vision and the transition process from previously using Call Center outsourcing company. Monitor the Contact Center performance to ensure excellent and professional services for the customers. Enhance K-Vision's service image and customer experience through customer handling at Contact Center.Manage the program development for Retention & Loyalty in order to maintain and grow loyal customers for K-Vision. Ensure regular Retention & Loyalty programs are in line to support K-Vision's customer based initiatives. Call Center management, implementing KPI’s (Key Performance Indicators), metrics, quality controls, and data management.Responsible in Contact Center Operational and SupportMonitoring and Supervising Contact Center Operation to achieve Service Excellence for customer satisfaction. Giving Good service to customer.

1. Managing Customer Care Team/ Back Office, Complaint Handling Team.2. Create, weekly, monthly report 3. Monitoring of recording, observe and CCTV of activity agent4. Monitoring cross selling agents5. Conduct weekly meeting for the agents6. Create appraisals for the agents

Develop documentation and testing scenario for CDMA Mobile Phones (Brew)Manage and work close with 3rd party vendor application for Pre and Post Product Implementation to ensure the quality of deliverables agreed are maintainedPerform Pre-Application testing Target of Product release on track

Handling Customer Inquiries, Complaints, and Feedback through inbound call 888Handling Inquiries and Complaints from Gallery and Contact Center through inbound call 888Support to Gallery and Contact Center all area

1. Manage and Supervising in XL Center in Cideng and Roxy2. Maintain Service Excellence in XL Center3. To obtain sales achievement in monthly basis

Handling Customer Inquiries, Complaints, and Feedback through inbound call 817/818