Experience

MIFX

• Indonesia
• Financial Services
• 500 - 600 Employee

• KYC & Call Center Lead

  • Aug 2022 - Present

  - Manage KYC & call center team as in process and continuous improvement. - Monitoring KYC & call center activities in response to customers' inquiries to ensure good experience and satisfaction. - Manage and develop KYC & call center as a team to increase customer support performance. - Maintaining a positive, empathetic, and professional attitude toward customers at all times. - Managing usage of KYC & call center ticketing software. - Coordinate and liaise with multi-stakeholders (clients, customers, and internal divisions) in the facility to ensure seamless operation. - Self-study new skills that can transform personal and team output. - Researching and testing new tools. - Propose and/or lead an innovation project for the organization.



Transcosmos Indonesia (Official)

• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Social Media Specialist (Project Traveloka)

  • Jun 2019 - Sep 2022

  - Monitoring social media workaround and behavior on Twitter, Facebook and Instagram.- Identify current and future potentials and obstacles on social media platforms.- Provide workflow recommendations and insights to client.- Provide in-depth analysis of team's performance data to client and direct supervisors.- Actively participate in performance review meetings with client and internal management team.

• Customer Service Team Lead (Project Traveloka)

  • May 2018 - Sep 2022

  - Provide direct support for CS Agent as in product knowledge, alternative solutions and go extra miles.- Review and identify hard-complaints, follow-up escalations by directing to related divisions.- Motivate members to ensure accomplishment by communicating goals, practices and evaluation.- Coaching and mentoring to analyze current obstacles on underperforming members as improvement process.- Share feedbacks and routine team meetings.- Conduct briefing and training for existing or new hires.

• Customer Service Representative (Project Traveloka)

  • Apr 2017 - Apr 2018

  - Provided information about products, services and complaints via Email, App Message, Live Chat and Call.- Determined root cause of problem, selecting and explaining the best solutions to solve the issue.- Followed through customer problems to ensure resolution based on procedures, guideline and policies.



Skywalker Via Ferrata (www.instagram.com/skywalker_viaferrata)

• Purwakarta, Jawa Barat, Indonesia

• Climbing Instructor

  • Aug 2014 - Feb 2017

  - Initiated and installed the first rock climbing recreation route in Indonesia. - Managed business plan and social media to promote the business. - Responded and arranged customer reservations. - Guided and ensured the trip based on UIAA procedure. - Initiated and installed the first rock climbing recreation route in Indonesia. - Managed business plan and social media to promote the business. - Responded and arranged customer reservations. - Guided and ensured the trip based on UIAA procedure.



Laut Biru Tour & Travel

• Jakarta Selatan, Jakarta Raya, Indonesia

• Tour Leader

  • Mar 2015 - Jun 2015

  - Planned and charted the touring timing, routes and venues of tourist places. - Accompanied the tourist to interesting spots. - Allocated travel budgets. - Planned and charted the touring timing, routes and venues of tourist places. - Accompanied the tourist to interesting spots. - Allocated travel budgets.



SHINE Tour & Travel

• Jakarta Timur, Jakarta Raya, Indonesia

• Tour Guide

  • Sep 2014 - Dec 2014

  - Arranged the transportation, meal and guesthouse during the trip. - Informed the tourist about historical/folklore information on tourist sites. - Ensured a safe trip for clients in any unexpected situation and different areas. - Arranged the transportation, meal and guesthouse during the trip. - Informed the tourist about historical/folklore information on tourist sites. - Ensured a safe trip for clients in any unexpected situation and different areas.