Ryan Febryan Email and Phone Number

1. Developing and implementing quality control procedures and guidelines2. Conducting regular audits to ensure compliance with quality standards3. Analyzing customer feedback and complaints to identify areas for improvement4. Collaborating with other departments to improve quality and customer satisfaction5. Providing support to customers through various communication channels (e.g. phone, email, chat)6. Resolving customer issues and complaints in a timely and efficient manner7. Analyze customer complaints and provide improvements to increase customer satisfaction8. Training and coaching customer service representatives on quality control procedures and customer service best practices9. Conducting regular performance evaluations to ensure customer service representatives meet quality standards.10. Administering and coordinating agents quality score to track performances to ensure visibility to the operations team.

• Contacting and escalating queries raised by product team.• Replying and escalating queries raised by MX, AM, and other team.• Maintaining third party delivery management.• Documenting feedbacks from FB/IG issues and MX feature collection.• Attending to queries being raised by team and other team regarding merchants or customers issues.• Task tracking all of the task that has been given to the other team.• Maintaining escalation sheet issue.• Raise every third party issues.• Training• 1on1, Internal Team Catch Up, Team Catch Up.

- Checking all about Date of Billing, Subsciption Period, Account and Activation account MokaPOS user- Checking all about registration payment method (E-Wallet) user- Checking all about payment and settlement- Escalate and communication to Payment Division- Escalate and communication to Billing Division

- Handled or finished cases or issues does not finishing in Level 1- Analyze report cases- Analyze and reprogram bugs or problems the programs (app or backoffice)- Escalation bugs process to Product Support Specialist (Level 3)- Reach a target SLA, Full Contact Resolution and First Response.

- Analyze and solving the hardware or software problem- Monitoring ticket in zendesk or being a Real Time Floor Monitoring- Be a PIC or act Lead - Make and send email for daily handover or daily activity ticket or total incoming call and chat- Make a Modular about probing and solution standard for new agents and presentation about that modul- Be a mentoring for new agents and check or monitoring progress new agents- Make a program for development new agents

- Answering questions asked by users- Resolve problems experienced by users- Analyze problems experienced by users- Working on emails according to SOP and SLA- Must achieve the KPI target- Replying to emails with polite words and in accordance with SOP

- Offer and sell Axa Mandiri products- Offer and sell Bank Mandiri products- Serving Claims and Complaints- Managing Bank Mandiri customer finance

- Providing excellent wait service to ensure satisfaction- Taking customer orders and delivering food and beverages- Making menu recommendations, answering questions and sharing additional information with restaurant patrons- Greet and escort customers to their tables- Present menu and provide detailed information when asked (e.g. about portions, ingredients or potential food allergies)- Prepare tables by setting up linens, silverware and glasses- Inform customers about the day’s specials- Offer menu recommendations upon request- Up-sell additional products when appropriate- Serve food and drink orders- Check dishes and kitchenware for cleanliness and presentation and report any problems

Handles cash transactions between customer and retail store.Answers routine billing questions/issues from customers.Receives and processes all payments according to standard procedures.Scan products, operate scanning equipment and fix scanning issues.Processes credit and debit cards, helping customers use processing equipment.Counts money back to customer in an accurate and concise manner.Assists in the opening and closing of a retail location which includes and but not limited to cash handling and deposits.- Informs customers about services available and assesses customer needs.- Examine products being purchased for damages and price accuracy.- Coordinate with retail staff for product inquiries and price checks.- Process receipts and in store coupons for customers.- Resolve escalated issues with angry customers.- Count the cash in the drawer at the end of the day ensuring cash equals receipts.- Performs daily, weekly and monthly audits of cash intake or cash drawers.