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Jakarta Metropolitan Area

Jakarta Metropolitan Area

Yogyakarta, Indonesia

1. Managed and oversaw 22 customer success agents with roughly 6.000 students.2. Analyzed the customer success team's system and process to determine the best and most efficient flow to follow.3. Collaborated with coordinators to design monthly events for students and parents such as: fun time with students, talk show siswa berprestasi, Hari Kartini, and letters for Orang Tua/Ananda, which effectively improved engagement among customer success agents, students, and parents.4. Monitored users' end-to-end learning experiences (onboarding, learning process, and offboarding) to ensure everything runs properly. According to the most recent NPS study, 98% of respondents are happy with Brain Academy Online Ruangguru's product and service.

Yogyakarta, Indonesia

1. Led 4 team leaders and 60 customer service representatives from the Yogyakarta and Jakarta sites.2. Responsible as an SPV Priority for Tokopedia's priority users (Platinum and Diamond tier). Created a specific team and SOP, which resulted in an increase in CSAT from 80% to roughly 84% on average.3. Monitored ticket allocation for customer care agents with the goal of reducing backlog tickets and response time, resulting in an average response time compliance rate of 80%, which is greater than usual services.4. Monitored and ensured that any unique cases involving VIP users, management escalation, and hard complaints were addressed properly.5. Developed and handled Tokopedia project initiators such as: resolving objections for hard complain users, customer satisfaction training project, and training refresher for new hires.

1. Managed 4 Amazara Group shoe brands (Amazara, AMZ by Amazara, Hello Nuku-Tiara Pangestika, and Nagita id - Nagita Slavina).2. Actively monitored each brand's daily fulfillment, rating, feedback, and conversion rate in order to meet the target3. Worked with an outsource provider to train and evaluate customer service performance based on user feedback, SOP, and KPI.4. Hired and trained dedicated/in-house customer service personnel.5. Controlled and divided (website, Shopee, and Tokopedia) inventory based on user traffic, order history, and market segmentation.6. Created and maintained weekly campaigns depending on inventory availability and forthcoming marketplace promotions.7.Planned and conducted weekly Instagram live sales, resulting in average sales orders of up to 80 pair shoes every 1-hour live sale.

Yogyakarta, Indonesia

1. Provided great support and helped the customer set up digital sign in the applications.2. Created FAQ and customized/personalized template chat to meet SLA (reaction time under 3 minutes).3. Recorded all customer interactions in the log book to reduce checking and handling time.

Yogyakarta Area, Yogyakarta, Indonesia

1. Developed SQUAD as a core value for Amazara and implemented it as a core value for all corporate activities. 2. Developed training guidelines and SOP for customer support team (including process) based on Amazara's target market and SQUAD core value.3. Changed the daily operation of the customer service team from 9:00 a.m. to 2:00 p.m. to a 24-hour operation.4. Managed and built a team of 4 to 12 customer support representatives.5. Monitored the fulfillment flow and ensured that all orders were fulfilled on time (1x 24 hours following payment confirmation), resulting in 95- 97% of orders being fulfilled on time.6. Identified bottlenecks in the customer service team and devised solutions, such as:- Enabled same-day shipping (purchase confirmation - payment verification - fulfillment - shipment on the same day).- Improved return policy and increased return period from 7 to 30 days after the customer received the product. - Created daily promotions and improved website flow order to encourage user self checkout.- Reduced customer care handling time by automating the order process in the live chat platform.7. Worked with finance to plan the customer service forecast (budget, employees, and inventory) based on the yearly goal.

Yogyakarta Area, Yogyakarta, Indonesia

1. Promptly handled an average of 100-150 customer inquiries and complaints per day from live chat website, marketplace (Shopee, Zilingo), Whatsapp & Instagram (direct Message & Comment Section).2. Processed order data customer from all channel (whatsapp, website & marketplace) and make sure all order are on SLA fulfillment.3. Established detail knowledge and awareness of size chart & product, maintaining return & refund rate under 5% by proactively educating user about the product before checkout.4. Being customer advocate by collecting all feedback (order flow, price, promo, sizing, quality product & variant) and escalated to the management to get resolution as soon as possible.

Jakarta, Indonesia

I was responsible for handling office's administration, reviewing tourism event proposal from all provinces in Indonesia, assisting event hosted by Deputi BIdang Pengembangan Pasar Personal.