Tri Murdiati Email & Phone Number

Jakarta Raya, Indonesia

I am responsible for creating and compiling Juklak (Implementation Instructions), Juknis (Technical Instructions) and SOPs (Standard Operating Procedures) in the Collections Division at PT Bank Neo Commerce Tbk. As well as conducting socialization and ensuring that all these guidelines can be implemented properly by each Unit in the Collection Division, so that the operational activities of the organization or Company run smoothly and in accordance with the expected targets.Carry out the control function in every process that runs in billing based on the Billing SOP, by coordinating with all Collection Departments, as well as with Work Units or Divisions in the Bank. Next, ensure that all relevant departments carry out applicable SOPs and provide input for development and adjustments based on existing regulations.The following are the duties and responsibilities of Collection Control: 1. Prepare Billing Standard Operational Procedures or implementing instructions or technical instructions and other provisions.2. Carry out outreach and education regarding the implementation of SOPs.3. Carry out regular checks on all Billing departments regarding the implementation of SOPs.4. Provide recommendations on findings or discrepancies in implementing SOPs.5. Communicate with Regulators, SKAI or other parties in the audit process and document the results of audit recommendations to the Collections Division.6. Conduct checks on Third Party Billing in an effort to ensure implementation and compliance in the Billing process is correct.7. Evaluate all documentation, both internal and external, as well as policies and decisions, including memos relating to billing.8. Complete all other forms of assignments given by the Head of Collection related to the implementation of the Bank Collection Function.

Jakarta Raya, Indonesia

I am responsible for creating and compiling Juklak (Implementation Instructions), Juknis (Technical Instructions) or SOPs (Standard Operating Procedures) in the Business Operations Division at PT AMAAN Indonesia Sejahtera.As well as ensuring that all these guidelines can be implemented properly by each Unit in the Business Operations Division, so that the operational activities of the organization or Company run smoothly and in accordance with the expected targets.Apart from that, I succeeded in forming and leading three teams in the Service Quality and Data Maintenance Unit at the AMAAN Indonesia Company, including:1. Quality Assurance2. Data Maintenance3. Social Media

Jakarta Raya, Indonesia

I was given the trust and succeeded in setting up a Call Center at the Client Company, namely AMAAN Indonesia Sejahtera. This process starts from:- Carry out the interview process for Agent candidates, provide debriefing for Agents who pass the interview, until the Agent is ready to serve customers.- Create, distribute and ensure that Call Center FAQs are always updated as guidance for Call Center Agents when working.- Ensure the readiness of each Call Center Agent who will work to be able to receive tickets or telephone calls in the first three seconds to prevent abandoned calls.- Conduct monthly reviews of Call Center agent work processes to improve service to customers. Both in manners and discipline.- Create a Call Center agent score card, as material for evaluating Call Center Agent performance for one month.- Coordinate and continue the follow-up process to other units related to the Call Center.

Jakarta Raya, Indonesia

I was entrusted with leading and developing the Bank Mega Retention Team. Various processes and innovations are carried out to retain customers, with the hope that the retain process can provide education, a sense of security, comfort and higher trust to customers in using Bank Mega credit cards. This process includes: - Supervise two Team Leaders, where each Team Leader has or supervises a team of 20 to 25 people.- Create a program or scheme for the Company to attract customers who want to close their cards so as not to close their credit cards.- Carrying out refreshments and training for Team Leaders and Agents to foster good and constructive communication when offering programs to Customers, so that Customers do not close credit cards.- Providing various offers that have been made and budgeted by the Company to Customers who wish to close credit cards, in order to achieve the Company's goal, namely reducing the number of credit card closures.- Evaluate the team's performance and evaluate the program that has been created to make offers and restrain customers from closing credit cards.

Jakarta Raya, Indonesia

- Monitor the services provided by Call Center Agents to customers by making random calls. Random calls made are usually around 5%-10% of the number of calls that come in each month.- From the random calls made, Quality Assurance also minimizes the occurrence of ongoing complaints by coordinating with the Inbound Call Center Team Leader. So that the Team Leader can carry out a follow-up process if there are things that need to be done. For example, following up with other units or reconfirming with customers.- Provide evaluation and coaching to Call Center agents who are being accompanied by the Team Leader, if there are things that need to be improved in providing service processes to customers.- Provide refreshment sessions to Call Center Agents if there is new information.

Jakarta Raya, Indonesia

I was trusted to be the Inbound Call Center Team Leader after several months of working as a Call Center Agent. With job details as follows:- Become Desk Control at Bank Mega's Inbound Call Center. To organize and ensure that every incoming telephone call can be received by the Call Center Agent.- Ensure the readiness of each Call Center Agent who will work to be able to receive telephone calls in the first three seconds so that abandoned calls do not occur.- Conduct monthly reviews of Call Center agent work processes to improve service to customers. Both in courtesy and discipline.- Create a Call Center agent score card, as material for evaluating Call Center Agent performance for one month.- Coordinate with other units related to the Call Center. For example, there are things that must be followed up with other units (card sending process, billing statements and others).

Jakarta Raya, Indonesia

- Receive telephone calls from Bank Mega customers, with the target telephone being received in less than three seconds.- Verify all incoming telephone calls online, to ensure that there is no misuse of Credit Cards (Ensure confirmation is carried out directly by the Customer Relevant). - Providing excellent service to customers (Empathy, Smiling Voice). - Listen, receive and provide solutions to complaints or complaints received via telephone calls. - Carry out a follow-up process to the Team Leader and other Units if necessary.