Experience

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  PT Bimasakti Multi Sinergi

  • Sidoarjo, East Java, Indonesia

  • In-House Customer Service Specialist

    • Mar 2023 - Present
    • Sidoarjo, East Java, Indonesia

    - Customer Service who specialized in product called Toko Modern Fastpay.

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  Mitracomm Ekasarana

  • Indonesia
  • Human Resources Services
  • 700 & Above Employee

  • Quality Assurance Analyst

    • May 2022 - Oct 2022

    QA Analyst for Traveloka project. 1. Analyzed & assessed the sample of customer service's performance (call, email, live chat)2. Monitored agent's performances and providing actionable insights. Evaluate agent's performances and conducting one on one coaching every week to develop their performances. 3. Collaborated with operational team leader to create the customize approach for customer service representatives. 4. Organized training session for customer service representative and created quiz to forge their knowledge5. Presented monthly performances to the higher level and demonstrated the journey and also creating new insights to tackle the prevalent issues. 6. Managed 20-25 customer service agents and maintaining the expected parameter above 90% for each parameters.7. Assembled satisfaction survey data to be analyzed with the help of salesforce and domo. Familiar with salesforce for classified the data. 8. Operated google spreadsheet for data pivot, basic formula, and data visualization.

  • Contact Center Agent

    • Apr 2021 - May 2022

    Customer service for Traveloka project. 1. Handled complain from customers and solve their problems. 2. Delivered information in a clear and amicable way to customers in various platforms (call, email, livechat, social media).3. Assisted various customers and initiated different approaches for distinct customers to satisfied their needs.4. Specialized in various products such as Ground Transport, Xperience, Connectivity and Bill Payment. 5. Maintaining daily achievement for productivity (20-30 reports by call, email, and application inbox) and achieved monthly KPI.6. Demonstrated organizational skills by cross-training and providing backup for other customer service representatives when needed.7. Managed to be high performed agent for the last 6 months before promoted into Quality Assurance Analyst.8 . Operated Salesforce as the main application to handle customer's reports. Additionally familiar with Jira, Confluence & Google Spreadsheet.

• 

  Freelance, self-employed

  • Malang, East Java, Indonesia

  • Freelance Translator

    • Apr 2019 - Mar 2021
    • Malang, East Java, Indonesia

    Translating undergraduate student's abstract and journal for their thesis from English to Indonesian and vice versa, mostly for educational department. I am ardent to translate variety field of writing, such as literature work and scientific work. Proofread their abstract and journal in accordance to the applicable guidelines.

• 

  Universitas Negeri Malang

  • Malang, East Java, Indonesia

  • Indonesian Language Tutor

    • Sep 2018 - Dec 2018
    • Malang, East Java, Indonesia

    Accompanying foreign student in enhancing their Indonesian language skill for their preparation in enrolling as a student at Universitas Negeri Malang. Be in charge as a substitute teacher when the permanent teacher unable to attend the class. Writing a report toward student’s language development to the teacher and communicate student’s difficulties to the teacher related to the learning condition at class.

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  SMPN 8 Malang

  • Malang, East Java, Indonesia

  • Teacher

    • Sep 2018 - Nov 2018
    • Malang, East Java, Indonesia

    Internship teacher who taught Indonesian language and literature to 7th grade student at SMPN 8 Malang. Preparing all the learning plan for student, specified to the curriculum and basic competence, leading the learning activity at class and monitoring student's behavior and competence, assessing student's competence according to the assessment system.

• 

  BIPA UM

  • Malang, East Java, Indonesia

  • Indonesian Language Partner

    • Jun 2017 - Aug 2017
    • Malang, East Java, Indonesia

    Tutoring Indonesian language for American student for their enrichment in Indonesian culture and increase their communication skills apart from the class. Writing a report toward student’s language development to the teacherCommunicate student’s difficulties to the teacher related to the learning condition at class.