Experience

ICON+

• Indonesia
• Telecommunications
• 100 - 200 Employee

• Manager Retail

  • May 2021 - Present

• Manager Operasi Pemeliharaan, Aset, Fasilitas Umum & Collection

  • Feb 2020 - Present

• Manager Open Acces

  • Nov 2018 - Present



Biznet (PT. Supra Primatama Nusantara)

• Indonesia
• IT Services and IT Consulting
• 700 & Above Employee

• Senior Manager Network Operation

  • 2017 - Oct 2018

  Running Operation, troubleshoot and maintenance for Network Access, Distribution and Backbone infrastructure.

• Customer Care Manager

  • 2013 - 2017

  Managing Department of Customer Care and Retention Team, with Responsibilities and duties;-Managing & Develop Customer Care team with best technical and soft skill.-Make sure all workflow in customer care running well.-Control and review periodically FAQ and Document needed for team.-Develop good relationship with customers.-Develop/Change Customer Service Policy for certain issues related to customer complaints/problems.-Develop methods to retain customer and make customer loyal.-Reduce numbers of complaints related to internet connection & payment issues.-Maintain Service Level.

• Technical Support Engineer

  • 2010 - 2013

  Troubleshoot customers problems onsite such as Handling Broadbands Router configuration, Basic Mikrotik configuration, email problems, slow connection or other LAN/internal customer problems, Troubleshoot/tracing problem between customer Modem/router until Distribution Device/Drop Point. Scope of infrastructure : Metro Ethernet, FTTH, HFC.About at the first last year I worked as a Technical Support Dispatcher.My main duty to Monitor dan guide Technical Support on field if needed to ensure problem solved as it should and make schedule of visit for the Technical Support Engineer.About at the middle of my last year I worked as a Quality Monitoring for Technical Support.With Job purpose to ensure all Technical support activity inline with Standard Operating Procedure.Provides Weekly and Monthly Report Quality Monitoring based on daily surveillance.

• Customer Care Specialist

  • 2008 - 2010

  Perform to handle customer Inquiries, Complaints by phone, emails and live chats, Forward issues to the related departments. Ensure all customer receive excellent services also fast response so customer can have a great customer care experience.



PT Indo Internet (INDONET)

• Customer Care Agent

  • 2006 - 2008

  Perform to handle customer Inquiries, Complaints by phone and emails, Forward issues to the related departments. Ensure all customer receive excellent services also fast response.Also, visit customers to troubleshoot ADSL modem configuration, internet with coaxial cable modem, email problems, slow connection or other LAN/internal customer problem. Perform to handle customer Inquiries, Complaints by phone and emails, Forward issues to the related departments. Ensure all customer receive excellent services also fast response.Also, visit customers to troubleshoot ADSL modem configuration, internet with coaxial cable modem, email problems, slow connection or other LAN/internal customer problem.