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Work Background
HRnetGroupCustomer Experience Manager
Dec. 2022Jakarta, Indonesia- Create flow process and SOP - Conduct survey for new product preparation - Onboard and manage clients - Manage social media content - Set up guideline and knowledge base
EaseCustomer Experience Manager
Dec. 2022Jakarta, Indonesia- Set up chat bots flow for the automated support<br>- Create user journey<br>- Onboard clients and candidates
OKHOMECustomer Service Manager
May. 2020 - Nov. 2022Indonesia- Automate the Customer Service and Partner Support flow - Work closely with the Product Team to map the customer journey - Setup QA system for maintain and improve customer service quality - Build customer success team to improve the conversion and retention rate - Setup helpdesk for Customer Service for analytical and reporting purpose - Setup DSAT and CES to enhance the customer experience and improve the conversion rate
OKHOMECustomer Team Manager
May. 2020 - Nov. 2022Indonesia- Automate the Customer Service and Partner Support flow - Work closely with the Product Team to map the customer journey - Setup QA system for maintain and improve customer service quality - Build customer success team to improve the conversion and retention rate - Setup helpdesk for Customer Service for analytical and reporting purpose - Setup DSAT and CES to enhance the customer experience and improve the conversion rate
BookMyShow Southeast AsiaHead Of Customer Service
Dec. 2017 - May. 2020Palma One Building, Rasuna Said, Jakarta SelatanBuild and develop CS team, and enhance customer satisfaction to ensure the customer having a good experience when they make transaction in here.
BookMyShow Southeast AsiaHead Of Customer Service
Dec. 2017 - May. 2020Wework Revenue Tower, SCBD
HappyFreshCustomer Service Manager
Mar. 2015 - Sep. 2017Talavera Office Park, South Jakarta- Handle training for new CS Agents - Make a monthly or weekly reports - Handle agents capacity and workload - Setup Zendesk for CS ticketing management - Setup Elastix and Asterisk for inbound & outbound call team - Setup and help fraud team to indicate and prevent fraudulent action from customers - Create documentation, flow process, and SOP for CS workflow, as well as doing the Quality Assurance - Create NPS survey Daily Activities : - Supervising 2 teams, Customer Service and Customer Experience team - Making projects for prevent fraud action, or to make a retention orders - Monitoring daily SLA and KPIs to make sure the team reach the goal - Assuring the quality of Customer Service reply and answer via email and phone - Analyse the detractors from the NPS reports, to give a feedback to the other division in order to improve our services and to provide the best customer experience
TG Komunikasi NusantaraAccount Manager
May. 2013 - Sep. 2014Cityloft Sudirman, 18th Floor, Jl. K.H Mas Mansyur no. 121, Jakarta Pusat- Making marketing strategy and research - Offering products to clients - Making presentation about products to clients - Making sales target per month
Rasuna MansionFront Office Receptionist
Jul. 2011 - Mar. 2013South Jakarta, Jakarta, Indonesia- Greet all the upcoming guest - Assist and provide the guest request - Provide the room tour for the potential guest - Handle room movement
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