Years of experience: 5

TranslatorEducationCopywritingCopywriterCustomer ServiceHelp Desk Support

Trust Score

Exceptionally trusted; proven professional excellence.

80%
Kirana's Career Path
CC Operational LeadMar. 2025 -
Present
Vivid MoneyCC Operational Lead
Vivid is a European financial platform for SMEs, offering integrated personal and business finance solutions. Founded in 2019 in Berlin, it provides cost-effective tools, competitive interest rates (up to 4% on savings), and is licensed by the Dutch AFM through Vivid Money BV. Backed by Greenoaks Capital and DST Global, Vivid is rapidly expanding across Europe. In my current role, my responsi...
SME Support Operational LeadOct. 2023 -
Mar. 2025
Vivid MoneySME Support Operational Lead
Berlin, GermanyI led the operational development within the Customer Care department, focusing on enhancing the experience for our SME customers. As part of the pioneering team for this segment, I played a key role in building foundational processes—establishing interdepartmental workflows, designing onboarding and training programs, and setting up quality assurance parameters, including AI-assisted QA. I d...
Support Team LeaderAug. 2022 -
Aug. 2023
RefocusSupport Team Leader
PhilippinesRefocus, an emerging edu-tech company commenced its educational journey in the Philippines and later expanded its operations to Indonesia with a primary focus on delivering high-quality education in Data Analytics, Digital Marketing, and Web Development courses. In my role, I took on leadership responsibilities, directly managing a team of 11-15 members. I also co-led the creation of critical...

Kirana's Posts

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    How I can help you

    Developing structured procedures for customer care teams, leveraging extensive knowledge in the European financial industry. Authored over 500 procedures and 1,000 FAQ articles, ensuring streamlined operations.

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    People I am looking for

    Open to diverse client collaborations, aiming to enhance customer care strategies across various industries. Seeking partners committed to improving customer interactions and service efficiency.

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    Experience & Cases

    Achievements include increasing CPH from 3 to 8, reducing FRT to under 5 minutes for chats and 60 minutes for emails, and boosting ASAT to 4.7. Previously collaborated with Vivid Money.

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    How to contact

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