Alyosha Pratama

• Maintain the company's rate card consisting of payment channel partners, ensuring accurate and timely updates to commercial pricing.
• Oversaw the outbound rate card, ensuring all commercial aspects adhered to the company’s guidelines.
• Support the Commercial Sales team, the Account Managers in particular, in preparing documentation for client pitch and sales report.
• Assist our client with legal documentation and CRM back-end configuration for pre- and post-integration. Focusing on payment channel activation.
• Manage inquiries and operational complaints from long-tail clients, coordinating resolutions with cross-functional teams.
• Served as the central point for organizing and maintaining documentation of payment partner commercial terms information.

• Provide direct support to our valuable customers across the SEA region via live chat, email, and social media platforms such as Facebook and Twitter. Ensuring professionalism and customer satisfaction at all times — contributed of maintaining ~ 90% satisfaction rate by CODA metrics.
• Utilize CRM tools to access and verify customer purchase data to secure the efficient issue resolution.
• Coordinate escalations to relevant cross-functional team, including collaboration with payment and merchant partners, while ensuring adherence to Service Level Agreements (SLA).
• Contributed to the FAQ project aimed at improving customer self-service by developing clear, informative content on purchase flows and in-game inquiries — resulting in a 20% reduction of ticket volume.

(Key achievement: Best male Agent of the year of 2021)

• Handle customer inquiries related to remittance transaction issues such as cancellation, fraud, and payout processes, with a focus on technical problem resolution by using company tools including CRM and Internal Xpress Money system.
• Proactively assisted beneficiaries via phone to ensure successful fund receipt and guided front-line staff at banks or POS offices when it's needed.
• Collaborate with agent partners — local banks and POS office — on transaction processes, reporting, and internal system operations.
• Facilitate the escalation of customer issues to relevant departments and cross-function team, ensuring timely resolution.

• Develop manual procedures in compliance with government regulations for the SVLK (Sistem Verifikasi Legalitas Kayu) and PHPL (Pengelolaan Hutan Produksi Lestari) department.
• Assiste auditors in the preparation and submission of audit reports. Including the
• Coordinate manpower scheduling and administrative arrangement for external audit activities.
• Prepared supporting documentation and legal material for internal departmental audit.

• Collaborate with the lecturer to design and implement effective learning methods, ensuring alignment with course objectives to improve student outcomes.
• Oversaw the full cycle of laboratory and field courses, starting from preparation, execution, and post-assessment activities.
• Assist the lecturer in evaluating student performance and organizing assignments and final examinations.