Experience

Asia Outsourcing Services

• Indonesia
• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Customer Due Diligence & Enhanced Due Diligence Analyst for Bank Jago

  • Dec 2022 - Present

  - Review and verify received documentation from customers - Review and verify identification documents - Process onboarding of customers with complete documentation and requirement - Monitor and update the documentation tracker - Review and verify received documentation from customers - Review and verify identification documents - Process onboarding of customers with complete documentation and requirement - Monitor and update the documentation tracker



Shopee

• Singapore
• Technology, Information and Internet
• 700 & Above Employee

• Customer Operation Quality Assurance

  • May 2021 - Oct 2022

  - Evaluate the quality of Agent services based on SOP (Standard Operating Procedure) - Generate agent performance reports to the reporting manager and create action plans to improve the quality of agent service performance - Coaching Agents to improve service performance to customers - Identify the causes of customer disappointment and propose solutions to the reporting manager to improve customer satisfaction (CSAT) - Evaluate the quality of Agent services based on SOP (Standard Operating Procedure) - Generate agent performance reports to the reporting manager and create action plans to improve the quality of agent service performance - Coaching Agents to improve service performance to customers - Identify the causes of customer disappointment and propose solutions to the reporting manager to improve customer satisfaction (CSAT)



PT VADS Indonesia

• Indonesia
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Quality Assurance

  • Sep 2020 - May 2021

  - Evaluate the quality of Agent services based on SOP (Standard Operating Procedure)- Generate agent performance reports to the reporting manager and create action plans to improve the quality of agent service performance- Coaching Agents to improve service performance to customers- Analyzing and reporting related customer disappointment (CSAT & DSAT) and media mention

• Call Center Agent

  • Mar 2019 - Sep 2020

  Diagnose and solve the customer's problem via phone



Universitas Mercu Buana Yogyakarta

• Indonesia
• Higher Education
• 100 - 200 Employee

• Computer Lab Assistant

  • 2015 - 2018



PT. Trans Retail Indonesia

• Indonesia
• Retail
• 700 & Above Employee

• Kasir

  • Jul 2012 - Jul 2013