Nita Tolla Email & Phone Number

Jakarta, Indonesia

Greater Jakarta Area, Indonesia

October 2016 – September 2020, October 2012 – Apr 2014Projects/Achievement:• SME & project leader in Private Hospital to set up contact center inbound & outbound, voice & non-voice. Conduct end to end assistance from mapping current condition until vendor selected • SME & project leader in Fin tech company to enhance contact center inbound and outbound, voice & non-voice, mapping as is & develop new business process, enhance quality monitoring process.• SME & project leader in Multi Finance company for set up tele - verification contact center (outbound), mapping as is & develop new business process, set up quality monitoring process, prepare RFI for vendor selection.• SME & project leader in Indonesian Railways Transportation for contact center health check inbound, outbound, trouble ticket resolution, quality monitoring voice & non-voice, reporting.• SME in National Social security contact center enhancement specialist in quality monitoring assessment• SME & Project leader in develop application requirement for emergency call center • Involve as trainer in pilot project for emergency call center conduct by ministry of communication & information and launch in 10 cities Oct 2016 – Jan 2017• SME & project leader in Ministry of Health to set up inbound contact center• SME in Internet provide company role as SME for quality monitoring process inbound & outbound, voice & non-voice• SME & project leader in Food & drug authority to set up inbound contact center• Project leader in Banking for Mystery call project• Project leader in FM CG for Customer Satisfaction survey and mystery call• SME & project leader for basic contact center short course engage with Private University in Jakarta (2013)• SME for set up contact center in Wastec & Transporter company, inbound & outbound, voice & non- voice• Involve in Customer Satisfaction survey Call Center for National Oil & Gas Company

Jakarta, Indonesia

As SME in Business Transformation team for project IPCC (IP contact center) for both voice and multimedia and responsible for Business Process development, involve as SME for Business Continuity Plan (BCP) for Private TV Company in Kuala Lumpur, involves as 2nd SME for collection project in Private Telecommunication in Thailand.Projects/Achievement:• Involve as a 2nd consultant to prepare mitigation and or Business Continuity Plan (BCP) during CRM migration in Private TV Company located in Kuala Lumpur. • As a main consultant for IP Contact Center project in National Telecommunication company either inbound, outbound and multimedia channel and responsible are: o Develop contact center business process using Amdocs Methodology based on agreed solution with client. o Work closely with client and their vendor to identify business concern, gap between baseline process and current condition. o As a liaison to client and IT team and provide advisory to business team on new system capability. o Lead and manage meeting on behalf of client to find out the gap, prepare process and provide mitigation. o Prepare and conduct business readiness activity for deployment

Greater Jakarta Area, Indonesia

Managing Quality assurance/monitoring for both Contact center and Walk in center, managing learning and training for both contact center and walk in center, managing contact center report.Projects/Achievement:Learning & Training Manager with responsibility area as below:o Managing all aspect of training need (TNA, training design, module preparation, training delivery)o Work with vendor to plan, develop and provide customer service and sales programo Monitor and ensure all training program implemented by vendorso Continuously review and analyze existing training program to improve method and training qualityo Develop training SOP as standard guidance to all vendor in conducting trainingo Plan and develop training syllabus and curriculum for in house staff o Actively looking for ways to improve training process and quality• Special project and achievement, part of main core to support HR team to develop and implement e learning program for AXIS staff

Greater Jakarta Area, Indonesia

Quality Assurance & Reporting Manager Responsibility area as Quality Assurance for Contact Center, Walk In Center and Sales:o Set up foundation & implement quality monitoring standardize for Contact Center using COPC Methodologyo Set up foundation & implement grooming standardize for Walk In Centero Implement quality assurance in sales channel to ensure all sales team act based company SOPo Develop calibration process used best practice methodology (COPC methodology) to ensure all resources have the same process and standard when doing quality assurance/monitoringo Develop quality assurance/monitoring attributeo Ensure quality assurance/monitoring process are following & execute by all business unit and Contact Center Vendoro Provide recommendation to management to improve quality assurance/monitoringo Ensure all leaders/vendor provide coaching and counseling on quality assurance/monitoring result to all their team members.o Actively looking for ways to improve quality in customer service by conduct bench markingResponsibility area as reporting for Contact Center, Walk In Center:o Analyze quality assurance/monitoring result and develop management report to be reviewed by each business unit and taken action if needed.o Manage, develop and maintain customer service performance report: Work with vendor to develop and provide contact center performance report Analyze contact center report to improve performance as well as increase efficiency and cost effectiveness Ensure that all report produced by vendor are accurate and accountable Manage and provide walk in center performance report

Greater Jakarta Area, Indonesia

Supervisor in Service Handling & Quality Monitoring, with responsibility area as below:o Responsible and assist contact management to drive and improve quality in contact centero Analyze, plan and manage quality monitoring methodology and mechanism in all channelo Develop quality monitoring process and methodology for contact center used best practice methodology (COPC methodology).o Develop and conduct calibration process used best practice methodology (COPC methodology) to ensure all resources have the same process and standard when doing quality monitoringo Develop quality monitoring attributeo Ensure quality monitoring process are following and execute by all leader in business unito Ensure all leaders provide coaching and counseling on quality monitoring result to all their team members.o Responsible to provide & create quality report to management based on daily, weekly and monthlyo Provide recommendation to management on how to improve quality assurance/monitoring• Special project and achievement, Core team during COPC internal audit

Greater Jakarta Area, Indonesia

Supervisor in Contact Management Academy, with responsibility area as below:o Responsible to senior manager in managing and develop training program to ensure all agent has good product knowledge before handling customer either in contact center and walk in center.o Managing all aspect of training program i.e training need analysis, content preparation until training delivery.o Lead & manage team to ensure all training program for new and existing agent are conduct on time as plannedo Actively looking for method to motivate agent to improve their knowledge and involve in learning process.o Lead and work closely with all team member to develop e-learning project for contact center, include lead team to develop syllabus and curriculum. These tools will assist agent to improve their knowledge apart from classroom.• Special project and achievement, Success to launch e learning program for contact center Specialist in Method and Procedure, with responsibility area as below:o Assist business process manager to develop and create SOP for contact center and walk in centero Develop and create user guide for new system capabilities as guidance for agent contact center and walk in centero Conduct socialization for all agent either contact center and walk in center for new SOPo Part of main team of billing & CRM project and responsibility to develop contact center process and user guide to help agent adapt with new system capabilityo Involved as main trainer to socialize new system capability to contact center and walk in agent• Special project and achievement, Part of CRM & Billing system project as SME related to customer service process

Greater Jakarta Area, Indonesia

Team Leader/SPV in Contact Center, XL Support, with responsibility area as below:o Manage team to achieve their best performanceo Manage day to day operational activitieso Develop operational report o Do coaching and counseling and ensure all team member meet their target.o Handling and provide solution or information based on customer request, inquiry and complainto Act as role model for subordinate and all agent in contact centero Manage and responsible to handling dealer channel, contact channel for XL distributor to provide information, service request and complaint resolutionCustomer Service Representative in Contact Center, Walk in Center, welcome & Retention, Correspondence unit, with responsibility area as below:o Handling customer inquire, request and complaint and create escalation trouble ticket if needed.o Greet new customer and convey information that customer needo Retain customer to avoid churno Handling customer emailo Handling face to face customer who came to our walk in center• Special assignment, acting as team leader