Experience

Cakap

• Indonesia
• E-learning
• 300 - 400 Employee

• Student Success Supervisor

  • Feb 2023 - Present

• Student Success Team Lead

  • Jun 2022 - Jul 2023

  - Monitoring all channels and the daily tasks of the Agent, do RTM (Real Time Monitoring), give coaching routine and sharing sessions to build a good attitude and professional agent, -Create SOP and SLA in FRT (First Response Time), IRT (Intermediate Response Time), AHT (Average Handling Time) to give the best service experience to our customers. - Managing Task Distribution to Agents and making sure all of the agents have the same portion.- Create a daily, weekly, and monthly report to discuss it in the meeting with my manager and C Levels - Responsible for analyst CSAT, NPS, Testimony, Survey and taking some initiative to meet the target. - Collaborate with other divisions such as Marketing, Product, Business Development, and education team to have a good implementation of our service and product - Coordinate with the management team to make sure customer suggestions and aspirations are fulfilled Show less

• Student Success

  • Oct 2020 - May 2022

  - Handling customer complaints and inquiries and creating problem-solving- Operate multiple communication channels simultaneously (Freshchat, Freshdesk, Telegram, WhatsApp Business and Skype). - Introduce products, programs and promotions to new users via Live Chat. - Manage approximately 150+ tickets in one day and resolve it in timely manner based on Time to Resolution metrics. - Assist new users, students, and teachers to Cakap’s Learning Management System. - Oversee more than 100 classes daily and resolve issues that occur during classes. - Collaborate with other departments regarding student’s and teacher’s needs. - Successfully maintain excellent Customer Satisfaction Score (CSAT). Show less



Bimbingan Tes Alumni (BTA Group), PT

• Indonesia
• Education Administration Programs
• 1 - 100 Employee

• Service Consultant Leader

  • Jul 2016 - May 2020

  > Ensuring day-to-day the operation can be running optimally and also collaborating with other, divisions. > Managing the class & administration freelance staff day-to-day. > Escalate and reporting to the managers about customers' complaints and inquiries and creating problem-solving > Handling all social media and communication platforms of BTA, also designing merchandise for admission kit and BTA events > Provide general administrative support by creating, maintaining, and reporting student attendance and scores report monthly. > input employee data, process employee attendance for payroll reports > Coordinating with both students and teachers to create a schedule for students extra courses > Giving consultation for students and parents regarding the student's study progress > Consulting with students and parents about their progress > Creating video promotion > Also acts as the company's general affairs in terms of: Support the company's operational activities through the procurement of goods and services needed. Planning the budget for the procurement of goods or services and their maintenance costs Show less



Bimbingan Tes Alumni (BTA Group), PT

• Indonesia
• Education Administration Programs
• 1 - 100 Employee

• Biology Tutor

  • 2015 - 2016

  Teaching biology for junior and senior high school students

• Class & Administrative Coordinator

  • Aug 2012 - 2015

  • Being responsible for managing the program • Consulting with students about their progresses and score report• Updating student’s attendance• Giving information about BTA 45 Program Khusus events