Project Manager

• Feb 2022 - Present

My Duties and Responsibilities as Project Manager at PT. Suakabumi are: 1. Make a project plan, 2. Allocate task units to the team 3. Establish effective team communication 4. Perform budget calculations, 5. Mitigation of problems and risks, 6. Monitoring project progress, 7. Make project documentation in a report My Duties and Responsibilities as Project Manager at PT. Suakabumi are: 1. Make a project plan, 2. Allocate task units to the team 3. Establish effective team communication 4. Perform budget calculations, 5. Mitigation of problems and risks, 6. Monitoring project progress, 7. Make project documentation in a report

Digital Marketing Consultant

• Feb 2020 - Present

SB1M is an internet marketing community consisting of several members and experts in the field of digital marketing, where they exchange information and knowledge about how to find creative ideas, market research, optimize social media, copywriting, optimize website functions to increase sales. SB1M is an internet marketing community consisting of several members and experts in the field of digital marketing, where they exchange information and knowledge about how to find creative ideas, market research, optimize social media, copywriting, optimize website functions to increase sales.

Property and Landed Advisor

• Sep 2019 - Present

Licensed Real Estate Agent Provide the best solutions related to property and land according to the needs and budget of the customer Licensed Real Estate Agent Provide the best solutions related to property and land according to the needs and budget of the customer

Quality Assurance Specialist

• Oct 2021 - May 2022

Agency Manager

• Oct 2020 - Dec 2021

Reporting to Agency Director, in Charge of 3 team members. AAJI Licensed Insurance Agent Responsibilities:: - recruiting, filtering and training new agents - analyze performance and prepare work plans - build good relationships with office staff and clients Reporting to Agency Director, in Charge of 3 team members. AAJI Licensed Insurance Agent Responsibilities:: - recruiting, filtering and training new agents - analyze performance and prepare work plans - build good relationships with office staff and clients

Corporate Service Development and Support Manager

• Nov 2015 - Sep 2019

Reporting to Corporate Customer Service General Manager In Charge of 10 team members Responsibilities: ● Design, lead, and implement innovative talent development strategies and effective learning programs for frontliners, ● Designing, developing, and delivering service development skills, talent review, leadership development, onboarding programs, and tools, ● Lead the development of World Class Service Standard, ● Develops and implements procedures pertinent to effective and efficient of customer-related operations in Agung Sedayu Groups, ● Responsible for preparation, execution, and follow-up of Improvement Projects within the designated customer service area, ● Plan and deliver CRM applications and solutions to drive growth, automation, and superior consumer experience, ● Prepare monthly and quarterly financial and performance analysis for business leadership, ● Translate plan-to-actual variances to root cause analysis and operational improvement suggestions for business units, ● Reconcile data and reports, resolve discrepancies and collaborate across various Finance and non-Finance functions effectively. Achievements: ● Significant improved skills and competencies for 153 font liners and leadership skills for Assistant Managers, and Supervisors in 41 Projects, ● Developed 20 Standard Operating Procedure documents, allowing frontliners to perform their tasks in a consistent, repeatable manner, ● Established work plans and schedules, and then managed the design, development, testing, and on-time delivery of CRM application enhancements and application releases within one year, ● Successfully manage IDR 500 million budget for two projects redesign existing customer service area and archived project scheduled goals within 2 years, ● Managed and forecasted a Corporate Relation and Service Centre Division budget of over IDR 10 billion. Show less

Business Partner

• Dec 2011 - Oct 2018

Partnership Logistic and Cargo Partnership Logistic and Cargo

Workforce Management Manager

• Oct 2013 - Nov 2015

Reporting to Head of Customer Service Division, in Charge of 10 team members. Responsibilities:: 1. Scheduling and forecasting inbound call volume and average handle time for a multi-skill inbound call center consisting of over 100 seats, 2. Man Power Planning based on Forecasting Call Offers & Budget Control, 3. Manage a team responsible for banking and credit card services to achieving service level, an average speed of answer, shrinkage, occupancy, average handle time, schedule adherence, and staffing goals, 4. In cooperation with the inbound team to ensure that all the latest information is known to the entire inbound call center agent, 5. Escalation of receiving from inbound call center agent, who has difficulty speaking with customers, 6. Work ticket requests approval of customers, such as limit increase, credit card correction fee and charges, the threat of media, etc. Achievements: 1. Succeeded in increasing inbound call centers agent adherence from 70% to a consistent 90% by driving best practice processes through coaching, focus groups, employee recognition programs, 2. Achieved Service Levels of 85% of calls answered in 20 seconds, 3. 15% AHT reduction and 24% ACW reduction in site year over year, 4. Be part of a successful team and successfully deliver call center agents to win the best customer service in the Indonesia Contact Center Award event in 2015. Show less

Quality Assurance Supervisor Halo BCA

• Jan 2013 - Oct 2013

Reporting to Quality Assurance Unit HeadIn Charge of 30 team membersResponsibilities:1. Provide excellent customer service, communication, and interpersonal skills,2. Review and provided comments on the service findings and take steps as needed to cure any deficiencies,3. Wrote Standard Operating Procedures for new processes; updated Standard Operating Procedures upon implementation of process changes,4. Ensured maintenance ISO 9001:2008 requirements of the audit standard for Quality Management Systems,5. Take decisions on matters beyond the authority and procedures appropriate to notice the existing risk.Achievements:● Successfully maintained the ISO 9001: 2008 certificate,● The Best Contact Center Participants, Supervisor Category, Indonesia Contact Center Association in 2013. Show less

Customer Service Supervisor Halo BCA

• Oct 2007 - Jan 2013

Reporting to Customer Service Unit HeadIn Charge of 80 team membersResponsibilities:1. Monitored and evaluated Call Center Agent performance to assure quality service, professionalism, and courtesy, and identify actions that can improve call quality and customer satisfaction,2. Reviewed Customer Service Team Leader productivity, work quality, performance management and initiating corrective action as needed,3. Met or exceeded KPIs such as AHT, internal quality monitoring, and adherence through weekly development,4. Took part in the training, coaching, mentoring, motivating, terminating and developing Call Center Agent while ensuring optimal productivity.Achievements:● Participated in various projects as assigned as well as Performed all other duties as directed by the manager,● Won the award 5 times in a row The Best Team Performance,● Received an award as The Best Sales to Sales team from Cigna,● The Best Contact Center Participants, Technical Support Category, Indonesia Contact Center Association in 2012,● The Silver Winner of The Best Contact Center Technical Support in 2011, Show less

Customer Service Team Leader Halo BCA

• Oct 2003 - Oct 2007

Reporting to Customer Service Supervisor, in Charge of 10 Customer Service Agent. Responsibilities:1. Wrote individual developmental plans for my team, as well as, mid-year and year-end appraisals,2. Assisted my team with complex service orders and recommended corrective action to address customer issues,3. Met with agents routinely and provided coaching to ensure performance adherence including individual goals and attendance/behavioral issuesAchievements:● Best Team Leader and Best Team consistently for two years (2003 - 2005),● The Best Head of operational services for the improvement project Halo BCA in 2007 Show less

Customer Service Officer Halo BCA

• Oct 2000 - Oct 2003

Reporting to Customer Service Team LeaderResponsibilities:● Handling/overcoming problems/suggestion/request and information from customer appropriately and taking notes correctly for every incoming call,● Contributing to keeping the achievement of SL,● Holding responsibility for daily operations and contacting other units while I worked as a Duty Officer.Achievements:Best CSO constantly for three years.

Owner

• Jan 1998 - Sep 2001

1. Looking for information on the event needs to be made from the client, 2. Preparing the concept of the event, 3. Explain and seek approval from clients for the concepts that have been made, 4. Preparing for the event, 5. Ensuring the event runs well and smoothly according to the rundown that has been made. 1. Looking for information on the event needs to be made from the client, 2. Preparing the concept of the event, 3. Explain and seek approval from clients for the concepts that have been made, 4. Preparing for the event, 5. Ensuring the event runs well and smoothly according to the rundown that has been made.