Project based (Smart Stadium for Asian Games 2018 in Jakarta, Indonesia)

• Manage 23 persons of contact center Non-GSM• Manage 20 persons engineer on sites• Manage 3 persons of Tower Helpdesk• Manage 9 persons of Digital Service contact center (for Enterprise Retail Products)• Drive and monitor all troubleshooting process and ensure problem solved within SLA• Prepare Daily, Weekly, and Monthly Performance report to be used by the Management as a reconcile data with all partners• Ensure all contact center skills has meet the requirements by giving training needed by them and conducts sharing session every once in a week• One on one coaching session with all contact center members to make sure they were in the right path• Reconsile performance data with all partners and make sure they give all the support needed to achieve SLA • 90% of escalation cases are solved within 4 hours• 99.5% cases meeting SLA (Service Level Agreement) for troubleshooting for network MPLS, Leased Line, ISP, NAP and VoIP customer• On time delivery of Monthly performance, Restitution & presentation performance • 99% customer retention rate under my portfolio• Steady customer acquisition at 10% growth annually. • Successfully completed end to end transmission data validation for the key customers. • Maintain SCR dan KPI achievement of Contact Center• Manage Huawei Managed Services and all partners in all day to day activities and make sure they deliver good SLA to XL• Monitored all MPLS and ISP customer by implementing monitoring system• Developed integrations between Call Record (web based ticketing system) with SAP CRM. Improved automated system to reduce human error in all daily activity process• Made a necessity changes in Daily SOP to improved SLA, especially in GSM based product

• Coordinate with all related Departement regarding with cust issue• Coordinate with customer about related problems• Monitoring and analysis problem at network MPLS, Leased Line, ISP, NAP and VoIP customer• Handling & Supporting 1st level Troubleshoot for MPLS, Leased Line, ISP, NAP and VoIP customer• Making Montly performance, Restitution & presentation performance review• SAP based work flow