Development Process and Hiring Process

Learning and Development side :• Create training programs that suit company needs and the goal of improving customer experience.• Analyze training needs based on employee performance evaluations, customer feedback, and industrytrends.• Plan, manage and host training sessions for employees.• Develop training materials such as presentations, learning materials, case studies, and other interactivetraining materials.• Evaluate the effectiveness of training programs using performance metrics and feedback from employeesand customers.• Develop employees' interpersonal skills, such as communication, empathy and problem solving skills.• Ensure that company values and culture are reflected in every aspect of customer service.• Leverage technology to deliver training efficiently, such as e-learning platforms, webinars, and otheronline collaboration tools.Quality Assurance side :• Design and develop quality standards for customer service that meet company needs and customerexpectations.• Create a systematic evaluation process to assess the quality of customer service.• Regularly monitor customer interactions, whether via telephone, email, chat or direct interaction.• Analyze data and evaluation results to identify trends, patterns, or issues that may arise in customerservice.• Prepare reports on the results of customer service quality evaluations and provide information to seniormanagement about the performance of the customer service department.• Collaborate with relevant departments to develop and implement improvement initiatives aimed atimproving the quality of customer service.• Collect, analyze and respond to customer feedback to improve company services and processes.

- Service Quality Management: Lead initiatives to improve service quality, including staff training, performance measurement, and implementation of continuous improvement.- Data Analytics: Analyze customer data and feedback to identify trends, understand customer needs, and design data-driven improvement strategies.- Process Development: Manage and improve customer service processes to improve operational efficiency and customer experience.- Problem Solving: Respond to daily operational challenges and focus on quick and effective solutions.Experience: Service Quality Lead | TokopediaIncrease customer satisfaction scores by 2% by implementing customized training programs.Reduced customer complaint rate by 5% through data analysis and process improvement measures.-

Customer Service Supervisor - Oversee customer service team to ensure KPIs and SLAs are met.- Implement effective strategies to improve operational efficiency.- Leads training initiatives to improve agent skills.Key Skills: - Customer-Focused Leader: My dedication to understanding and meeting customer needs has resulted in improvements in customer experience and retention.- Efficient Operational Management: Skilled in designing and executing efficient processes to increase team productivity and deliver fast and accurate solutions.- Successful BPO Partnerships: My experience in working with BPO service providers has enriched my understanding of industry dynamics and enabled me to manage solid relationships.

Leader of Customer Care e-Commerce

Leader Social Media Customer Experience

Social Media Customer Experience

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