Didik Setyawan
.
Sawah Baru
Summary
Driven and results-oriented professional specializing in client care and quality management, focused on cultivating strong relationships with clients and enhancing the overall customer experience. Possesses a deep understanding of CRM systems and a commitment to implementing best practices that promote operational excellence and continuous improvement across teams. Enthusiastic about fostering collaborative work environments that motivate team members to exceed their goals and deliver exceptional service.
Overview
19
19
years of professional experience
7
7
Certifications
Work History
Client Care, PIC Claim & Development Supervisor
PT Sun Life Financial Indonesia
05.2023 - 10.2024
- Strategizing and executing development plans with the CRM leadership team, resulting in a 75% success rate in meeting established improvement targets.
- Driving improvements in the PIC claim process aimed at reducing client complaints and enhancing overall service quality through targeted strategies.
- Leading client satisfaction monitoring initiatives, achieving a score of 9.6 in performance evaluations by implementing effective SOPs and procedural adherence.
- Designing and delivering targeted training workshops for CRM staff, focusing on improving skills relevant to client care excellence and effective claim management.
- Enhancing client care strategies by evaluating service metrics and implementing effective operational changes to achieve consistent high satisfaction scores.
Quality Assurance & Development
PT Sun Life Financial Indonesia
05.2021 - 05.2023
- Leading quality assessment initiatives to identify gaps and recommend actionable development plans for the CRM team.
- Collaborating with team leaders to design performance metrics and track progress against quality standards, resulting in a 75% rate in developmental goals.
- Facilitating training programs for new hire and staff to enhance hard skills and knowledge on quality assurance processes within the CRM framework.
Client Care, Supervisor
PT Sun Life Financial Indonesia
10.2017 - 05.2021
- Supervising the client care team to ensure adherence to service quality standards and procedures, resulting in a 9.6 client satisfaction score.
- Conducting regular evaluations of client interaction processes to identify areas for improvement and implement actionable solutions.
- Developing and implementing more service thru CSC walk-in branches and CSC virtual rooms in all CSC offices.
- Simplifying satisfaction using tablets - upon interaction at walk-in offices with result to the increase of 13% feedback through walk-in clients.
Complaint Management, Supervisor
PT Sun Life Financial Indonesia
05.2015 - 10.2017
- Handling all Complaint categories and monitoring, as well as evaluating daily operation of the complaint management and updates with result to the increase 8% resolved cases with-in 5BD TAT.
- Developing and implementing automation monitoring tools, reporting with objective to decrease cases resolved beyond TAT and the result was decreased 4% cases resolved beyond TAT.
- Creating and maintaining comprehensive reporting on complaint trends to drive strategic improvements in service delivery.
- Leading regular feedback sessions with team members to enhance complaint handling capabilities and customer service standards.
- Facilitating communication between clients and stakeholders to ensure proper expectation management during the complaint resolution process.
- Training staff on best practices for complaint resolution and customer engagement to promote a culture of accountability.
Call Center, Supervisor
PT Sun Life Financial Indonesia
05.2012 - 05.2015
- Managing and Evaluating the operation of Call Center function, developing and implementing improvement, procedural and quality result with achievement up to 90% service level as well as abandon rate became less than 5%.
- Coaching and mentoring a team of call center agents to ensure adherence to best practices and quality standards.
- Creating and maintaining comprehensive documentation for call center procedures and training requirements to streamline operations.
- Facilitating workshops and training sessions to improve agent skills and reduce handling time, resulting in increased customer satisfaction.
Call Center Officer
PT Sun Life Financial Indonesia
01.2010 - 01.2012
- Providing highest quality of Call Center team and achieving all KPI's.
Call Center Officer
PT Cimb Sun Life
01.2009 - 01.2010
- Managed day-to-day operations of the call center, ensuring all client inquiries were addressed promptly and effectively.
Call Center Officer
HSBC
01.2007 - 01.2009
- Handling all customers through Call Center for inquiry, request and complaint handling and making sure all cases are resolved within TAT.
Call Center Officer
PT Indosat
01.2006 - 01.2007
- Handling Inbound IM3 customers through Call Center for inquiry, request and complaint handling and making sure all cases are resolved within TAT.
Education
Bachelor of Science - International Relations
UPN Veteran
Yogyakarta 04.2001 -
Skills
Team motivation
Collaborative approach
Project scheduling
Coaching & Development
Teamwork and collaboration
Time management
Multitasking
Communication strategies
Work coordination
Excellent communication
Adaptability and flexibility
Negotiaton
Quality assurance
Customer Service
Complaint Handling
Certification
Shaping Winning Service Culture
Timeline
Service Execellence
09-2025
Shaping Winning Service Culture
03-2025
Client Care, PIC Claim & Development Supervisor
PT Sun Life Financial Indonesia
05.2023 - 10.2024
Quality Assurance & Development
PT Sun Life Financial Indonesia
05.2021 - 05.2023
Client Care, Supervisor
PT Sun Life Financial Indonesia
10.2017 - 05.2021
Verifikasi dan Pengujian Tanda Tangan
03-2017
Professional Customer Service
06-2015
Complaint Management, Supervisor
PT Sun Life Financial Indonesia
05.2015 - 10.2017
Going The Extra Miles
02-2015
Building Service Culture
11-2014
Delight Your Customer
09-2014
Call Center, Supervisor
PT Sun Life Financial Indonesia
05.2012 - 05.2015
Call Center Officer
PT Sun Life Financial Indonesia
01.2010 - 01.2012
Call Center Officer
PT Cimb Sun Life
01.2009 - 01.2010
Call Center Officer
HSBC
01.2007 - 01.2009
Call Center Officer
PT Indosat
01.2006 - 01.2007
Bachelor of Science - International Relations
UPN Veteran
04.2001 -