Adila Ardiawan

Strategy and Planning

- Develop and execute customer experience strategies aligned with the company's goals.

- Giving WOW Experience to Sayurbox Customer

- Set measurable target for customer satisfaction, retention & loyalty.

Customer Insights and Feedback

- Drive customer feedback and pain point to all the stakeholder and make them aware about Customer-obsessed as one of company core.

- Collect, analyze, and interpret customer feedback through surveys, reviews, and direct interactions.

- Monitor customer sentiment across various platforms, including social media and customer support channels.

Cross Fucntional Collaboration

- Collaborate with tech, marketing, and operations teams to ensure a seamless customer experience.

Customer Service Operations

- Maintain accurate records of customer interactions and feedback from all channel

- Monitor and resolve escalated customer complaints or issues.

- Develop and implement policies and procedures for handling customer interactions.

Performance Monitoring

- Track and analyze key performance indicators (KPIs) like response time, resolution time, and customer satisfaction (CSAT).

- Generate reports to provide insights into customer service performance.

- Identify daily/weekly trends complaint from customer

Project Aside :

- Change employemeent Staff/Agent status from Inhouse to MPO due to efficiency cost and reduce by 50% OPEX

- Reduce Cost voucher Bad Quality from last year into 76.3%

- CRM & Chatbot Technology Enhancement

- Reduce Contact Rate from 12% to 7%

- Handle & Manage Conversion Team

- Monitoring leads journey and moving the stage based on pipeline

- Tech CX PIC - giving suggest or recommendations to product team

- Building CX Team (People, Process & Tech):

- People: Improving mindset -> training how to know customer obsession, how to handle & serve customer/partner properly

- Process: Create new guideline, create new SOP, KPI & CX metrics

- Tech: Setup new telephony system, so all agent activities can be monitor by tools, brainstorming with the team how to improve our Front End interface and make customer journey as simple as customer need

- Projects Handling: Development Telephony System (Miitel), Chatbot Development on Qiscus, CX Monthly Incentive, Digital Transformation Core Tech v2

- Initiatives 1 - Retailer's Satisfaction/Customer Service Agents Quality

- Create QA parameters, sampling and coaching process for CS agents, followed by actionable items to ensure customer service agent's standard excellence are being met

- Ensure CS agents achieve qualitative scores and propose initiatives for learning and development purpose

- Ensure CSAT and NPS targets are being met and propose resolution to increase customer's satisfaction

- Initiatives 2 - CS BAU: Ensure that all matrix related to CS tools and systems can support daily operational

- Ensure complaint handling process is being followed as per SLA and matrix

- Ensure voice of customers are given to the respective departments and upper management and propose initiatives to mitigate issues and enhance Retailer's experience

- Ensure customer service agent's efficiency

- Initiatives 3 - CS Strategic Initiatives: Complete minimum 1 CS projects per quarter that has significant value related to the company's OKR & PA

- Propose minimum 3 improvement recommendations on a monthly basis based on CSAT & QC finding

- Initiatives 4 - CS Reporting: 100% delivering weekly and monthly reporting, including analysis on traffic and actionable insights for CS and other related departments

- Projects Handling: CRM Integration Zendesk, CRM Qontak Integration, Development CRM & Omnichannel Qontak

- Running operation as well

- Weekly Report To All Management

- Monthly Report To All Management

- Daily Report To All Management

- Ensure operation has running smoothly

- Build Team Member

- Observe KPI monitoring

- Business Development People

- Create Time Plan

- Improve The Quality of Service

- Ability To Make Quick Decision

Manage Project: Kartu Prakerja, Digital Transformation System (CRM, Chatbot & Automation Enrollment)

- Running operation as well

- Weekly Report To All Management

- Monthly Report To All Management

- Daily Report To All Management

- Ensure operation has running smoothly

- Build Team Member

- Observe KPI monitoring

- Business Development People

- Create Time Plan

- Improve The Quality of Service

- Ability To Make Quick Decision

- Manage some Project: Seller Potential to Sell their product in JD.id, Net Promoter Score, Product Quality Issue

- Development System & Aplication Call Center to IT Dept

- Distribute data to all agent Outbound untuk di follow up

- QC Reply E-mail Agent Customer Care

- Weekly Report To All Management

- Monthly Report To All Management

- Daily Report To All Management

- Supervising 8 Call Center Agents (Outbound, Inbound, & Customer Care)

- Providing prospect data to the Sales Team

- Monitoring complaints from all branches across Indonesia

- Providing Coaching & Counseling

- Conducting Morning Briefings (Minutes of Meeting)

- Ensuring and taking responsibility for achieving performance / team (Attendance, quality service, etc.)

- Ensure operations run according to SOP

- Listening Training every week with Quality Assurance

- Maitenance Break Time Agent

- Escalation of problems to internal PT

SIS (Suzuki Indomobil Sales)- Provide solutions and direct every problem received by the agent

- Make a Daily Activity Ticketing Report at 8 hour intervals

- Weekly Reminder Complaint and also PTS (Prospect Tracking System) at intervals every week

- Observe (Listenning) directly to the Agent when receiving a call or telephone

- Receive a Call when a service has a queue on Avaya

- Maintain Service Level above 95%

- Creating a Working Schedule

- Ensuring and taking responsibility for achieving performance / team (Absenteeism, quality service, etc.)

- Ensure the operation runs smoothly, including all solutions and problems from customers

- Daily monitoring so that service levels do not become low or go down

- Providing solutions for staff who need help

- Oversees more than 40 staff