Jessica Andriyani P Email and Phone Number

1. Conceptualize, develop and execute marketing campaigns2. Collaborate and coordinate across multiple teams, including Business Development, Creative, and even Operations3. Responsible for the operational aspects of campaigns, including but not limited to, setting up vouchers, cashback promotions4. Ensure smooth and timely execution of campaigns

1. Work on the escalation results from Layer 1 Agents either from Email, Chat or Call channels2. Constraints that are escalated from Agent Layer 1 are; Submissions to Change Phone Numbers from customers, customers who become victims of fraud or complaints of account blocking for violating Shopee's terms and conditions, and customers who inquire about transactions that do not get promo cashback3. Become a PIC to follow up on cases that are pending or open for more than 3 days, by making outgoing calls to customers and then entering the summary in internal notes4. Escalate to Agent Layer 3 (Fraud/Scam) when I'm having trouble or find abnormal casesIn addition, I assist Associates to monitor a New Hire Agents with the following job details:1. Provide an overview of the procedure for working on a case2. Assist agents who have difficulty in handling case3. Render tips & tricks on case work4. Monitor the productivity and quality of the work of agents to be reported to their AssociatesAchievements:1. Individual Rewards period March 20212. Individual Rewards period August 2021

Works for the Fintech project.Handling complaints or responding to inquiries from customers via email. Accustomed to using Zendesk tools. Complaints in the form of:1. Regarding submitting KYC (Know Your Customer)2. Request change number3. Not getting promo benefits4. helping escalation to related teams if customers complain about fraudulentAchievements:1. Performance Appraisal period Mei2. Performance Appraisal period June3. Never come late

Works for E-Commerce projects as Layer 2 Customer Care (Tribe: Logistics)Work on escalation results or those asked by the Layer 1 agent via Resolution Center Backend Tools. Accustomed to using Salesforce (SF) tools.Logistical complaints that are commonly experienced by customers are:1. Goods not received in the SLA or over SLA2. Help filing claims for damaged or lost items to the expeditionReporting to the 3rd Party namely expedition via WhatsApp group or ticketing by Salesforce.Achievement:1. Performance Appraisal Dec-March2. Never come late

Make a legal draft of the agreement, then reporting to Senior Legal Advisor