Experience

Ivosights

• Indonesia
• Technology, Information and Internet
• 100 - 200 Employee

• Operational Supervisor

  • Nov 2020 - Present

  Do Recruitment Process Based on Client RequestAgent Verification Data (KYC Process) in Project CMSVerification Data and Recruitment ReportCreate Customer Service and Sales Admin SOP and SLAReview and Discuss Client Product Knowledge with All Clients and Operational StaffTrain Agent and Team Leader for Customer Service SOP, Omni Channel, Client Product Knowledge and CMSMonitor and Maintain Agent and Team Leader PerformanceCreate, Review and Present Client and Operation Reports (Daily, Weekly and Monthly)Create Operation and Finance SOP of Agent PaymentCalculate and Do Payment ProcessCreate Agent, Team Leader and Partner Payment Report to Finance (Weekly or Monthly)Handle Operation Queries for Email, Call, WhatsApp and Instagram and Follow Up ComplaintMonitor Partner Company Cooperation Agreement Letter to Legal and Partner Operation Show less

• Agent Maintenance and Operation Staff di Ivosights

  • Nov 2019 - Present

  - Agent Verification Data (KYC Process)- Agent Recruitment - Agent Training- Create Training Material- Agent Monitoring - Brand and Project Daily Report- Partner Sharing Report - Project Customer Service (Email, WhatsApp and Instagram)- Omni channel Training

• Customer Service Team Lead

  • Jan 2019 - Nov 2019

  - Monitoring all agent- Make a schedule- Handling hard complaint cases- Follow up hard complaint to the client team and confirm directly to the customer- Customer verification data (KYC Process)- CMS Execution (Transaction checking, refund, etc)- Pending transaction execution- Agent training- Omni channel Training- Make sure all the job running as SOP of the company and client.

• Customer Service Executive

  • Jun 2018 - Jan 2019

  Handling all incoming calls, outoing calls, email, live chat, playstore, appstore, social media and customer verification data (KYC Process), phone verification.



Citi

• United States
• Financial Services
• 700 & Above Employee

• Citiphone Officer (CPO)

  • Dec 2017 - Apr 2018

  - Handling all incoming calls especially for credit card product - Follow up all the non quick kill cases to the related team - Handling all incoming calls especially for credit card product - Follow up all the non quick kill cases to the related team