Sandi Maulana Email & Phone Number

Jakarta, Indonesia

Jakarta, Indonesia

• Lead the extraction, transformation, and loading (ETL) processes for daily operational reports, ensuring data accuracy and integrity.• Conduct in-depth analysis of fee-based income, new-to-bank customer growth, and other key financial metrics to support business decisions.• Design and develop comprehensive performance reports, dashboards, and data visualizations to provide actionable insights for stakeholders.• Oversee monthly KPI reporting, providing recommendations on incentives or sanctions based on performance metrics.• Manage customer satisfaction (CSAT) analysis and continuous improvement initiatives to enhance service quality.• Implement quality control measures and coordinate regular training sessions for operational staff to maintain high standards of performance.• Manage end-to-end regulatory reporting, including customer complaint reports, financial literacy and inclusion reports, and Financial Inclusion Month submissions.• Perform strategic data analysis on funding products to support decision-making processes for business growth.• Ensure the integrity of data input processes, maintaining compliance with regulatory requirements and service level agreements (SLAs).

Jakarta, Indonesia

• Managed customer queuing systems to optimize service segmentation and quality.• Coordinated distribution of SOP documents among internal stakeholders, focusing on branch service standards.• Developed CRM support for customer complaints utilizing Elyphsoft and Zendesk platforms.• Oversaw collaboration processes with third parties, including NDA, Cooperation Agreements, and payment logistics.• Produced accurate and efficient reports on customer complaints, ensuring comprehensive management feedback on product and service issues.

Indonesia

• Managed domestic and regional customer complaints within the GrabKios application, analyzing issues and escalating them to stakeholder.• Monitored web application transactions to proactively reduce customer and business partner complaints, setting and achieving Service Level Agreement targets.• Oversaw issue management and escalation via Zendesk from JIRA Atlassian to Back-end Engineering or third-party support for business-related deposit requests and transactional customer issues.• Tracked maintenance activities and generated availability reports on products for customers and business partners.

Jakarta Pusat

• Ensured and verified proper functioning of computers and supporting applications.• Managed data backup operations to Synology NAS, Windows Server 2000, and Red Hat Linux Server.• Installed and maintained supporting infrastructure such as printers, scanners, CCTV, UPS, etc., and updated technical support documentation.• Implemented system security measures utilizing tools like Kaspersky and Windows Defender.• Installed, monitored, and resolved issues with computer networks using MikroTik and Cisco equipment.• Administered Office 365 and Zimbra Mail for users across Jakarta and Sumatra regions.• Executed product publications and promotions on polytron.co.id & polytronstore.com websites.• Managed asset inventory and coordinated with third parties for procurement of goods and heavy repair services.