Ananda Astungkara
Service Quality Specialist
jakarta,DKI Jakarta
Summary
Dynamic Service Manager with a proven track record at OCBC Bank Indonesia, enhancing customer satisfaction through strategic process improvements and staff training. Skilled in relationship building and service quality management, I successfully increased revenue by upselling services while fostering a motivated team environment. Bilingual in English and Dutch, I excel in communication and problem-solving.
Overview
25
25
years of professional experience
Work History
Service Manager
OCBC Bank Indonesia
09.2011 - 07.2025
- Implemented strategies to increase customer service satisfaction ratings.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Resolved customer complaints in professional and timely manner.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Met with customers to discuss service needs and develop effective and practical solutions.
- Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed service reports to identify areas of improvement.
- Maintained a safe working environment by enforcing strict safety protocols and providing ongoing staff training on proper equipment use.
- Hired, trained and supervised team of service staff members to meet business goals.
- Met with customers to discuss service needs and offer available solutions.
- Conducted regular performance evaluations for staff members, offering constructive feedback and facilitating professional development opportunities.
- Developed and maintained positive relationships with customers to build rapport and trust.
- Continuously reviewed service offerings to identify areas for improvement or expansion based on market trends or customer feedback.
- Increased overall revenue by upselling additional services and products during routine maintenance visits.
- Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
Assistant Service Manager
HSBC Bank
08.2008 - 08.2011
Service Quality Assistant Manager
Commonwealth Bank
08.2006 - 09.2008
- Spearheaded risk assessment efforts to proactively identify potential issues, mitigating adverse impacts on product quality or delivery timelines.
- Mentored junior members of the Quality team providing guidance on best practices related to inspection, documentation and reporting.
- Delivered training programs for staff on quality principles, improving knowledge base and cultivating a culture of excellence.
- Performed detailed statistical analysis on collected data sets to identify trends in manufacturing processes that required attention.
- Collaborated with production team to identify areas of improvement, resulting in enhanced process capabilities and reduced rejections.
- Improved customer satisfaction scores through timely resolution of product-related issues and effective communication.
- Enhanced overall product quality by implementing efficient inspection processes and monitoring systems.
- Collaborated with cross-functional teams to develop and implement process and system improvements.
- Conducted risk assessments to identify and mitigate potential quality issues.
- Implemented new quality assurance and customer service standards.
- Monitored staff organization and suggested improvements to daily functionality.
- Tracked quality issues with external customers, suppliers, and internal plant operations.
- Scheduled and chaired quality review meetings to review effectiveness of performance mitigating risk, improving throughput and achieving customer satisfaction.
Phone Banking Officer
Commonwealth Bank
05.2004 - 08.2006
- Provided seamless support during system migrations, assisting customers with navigating new platforms without major disruptions to their accounts or services.
- Improved efficiency by staying up-to-date on regulatory changes and adjusting procedures accordingly.
- Navigated complex banking systems proficiently, increasing accuracy of customer data entry and reducing errors.
- Contributed ideas for process improvements during team meetings, leading to increased efficiency and better customer experiences.
- Maintained strict adherence to confidentiality policies, ensuring the protection of sensitive client information at all times.
- Assisted in training new hires through knowledge sharing sessions about best practices in phone-based banking support.
- Mitigated potential security risks by verifying client identities before discussing sensitive account information over the phone.
- Streamlined account management tasks for improved efficiency and quicker access to customer information.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Managed leads and referrals for prospects interested in specific bank products such as loans and credit cards.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Handled over Number incoming telephone calls, emails and chat requests.
- Stayed current on changing products, services and policies to offer exceptional service to customers.
- Opened new memberships and documented personal details for internal tracking and Type regulatory requirements.
- Evaluated viability of funding sources and destinations to proactively detect fraud.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Processed paperwork for new accounts and transactions with high degree of accuracy.
- Collaborated with clients to maintain relationships and provide customers with thorough support and guidance.
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Educated and worked with clients on ROI terms to find accurate solutions.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Met with members to understand goals and recommend solutions to fit specific needs.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Discussed financial options with clients and provided informed suggestions.
- Completed trades on Type energy derivatives, increasing profits Number%.
- Developed advanced product knowledge to share current information while generating and delivering products quotes.
- Networked to identify potential new clients and expand geographic territories.
- Supported businesses setting up joint ventures with investors in Type markets.
- Conducted research to answer questions and handle issues using multiple systems and resources.
- Worked with clients and finance companies to find optimal solutions for financing.
- Prepared contracts and related documentation according to strict standards.
- Created and implemented strategic trading approaches.
- Used data-driven approach to project Type, Type and Type factors and make successful trading plans.
- Targeted accounts at senior and executive levels and secured funding for future initiatives.
- Liaised with customers and funding sources to identify and remove roadblocks to business funding.
- Strengthened customer relationships through excellent communication skills, active listening, and understanding individual needs.
- Educated clients on available products and services, promoting cross-selling opportunities to benefit both the bank and customers.
- Reduced call wait times by prioritizing tasks effectively and managing time efficiently throughout shifts.
- Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
- Delivered exceptional service by empathizing with customers during difficult situations and providing solutions in a timely manner.
- Provided valuable feedback on customer interactions, helping improve overall service quality and satisfaction levels within the organization.
- Exceeded sales goals regularly by effectively promoting credit card offers and other financial products tailored to customer requirements.
- Collaborated closely with colleagues, fostering a positive work environment that led to increased productivity within the team.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Participated in ongoing training programs, enhancing skillset for continued professional growth within the banking industry.
- Contributed to team success by consistently meeting or exceeding performance metrics.
- Supported fraud prevention efforts by carefully monitoring transactions and reporting suspicious activity.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
Telemarketing Supervisor
GE Credit Card
04.2002 - 04.2004
Phone Banking Supervisor
ABN AMRO Bank N.V
04.2001 - 04.2002
- Fostered teamwork among staff members through various team-building activities and regular staff meetings, promoting collaboration and coordination.
- Ensured accurate record-keeping by overseeing proper documentation of transactions according to established guidelines.
- Maintained cash levels following procedures and policies.
- Oversaw, implemented and monitored sales and marketing activities to achieve sales goals.
- Supervised opening and closing procedures for office and vault.
- Streamlined workflow processes, implementing time-saving strategies that increased overall operational efficiency within the branch office.
- Maintained excellent customer service standards, addressing customer concerns promptly and professionally.
- Reduced operational errors with thorough training of new employees on bank policies and procedures.
- Facilitated successful completion of branch goals through effective supervision, coaching, and mentoring of staff members.
- Optimized branch efficiency, monitoring employee performance and identifying areas for improvement or additional training.
- Strengthened compliance, conducting regular audits to ensure adherence to federal regulations and bank policies.
- Enhanced customer satisfaction by efficiently resolving account issues and providing prompt assistance.
- Coached and counseled community banking associates to boost performance.
- Achieved exceptional customer retention rates by delivering personalized banking solutions tailored to individual client needs.
- Coached associates to boost sales and service goals.
- Interviewed and hired talented individuals with top-level strengths, improving organizational talent, and skill set.
- Created financial dashboards to provide insights into key performance indicators.
Phone Banking Officer
ABN AMRO Bank N.V
04.2000 - 04.2001
- Strengthened customer relationships through excellent communication skills, active listening, and understanding individual needs.
- Educated clients on available products and services, promoting cross-selling opportunities to benefit both the bank and customers.
- Reduced call wait times by prioritizing tasks effectively and managing time efficiently throughout shifts.
- Enhanced customer satisfaction by efficiently handling high volume of inbound calls and addressing their banking needs.
- Delivered exceptional service by empathizing with customers during difficult situations and providing solutions in a timely manner.
- Provided valuable feedback on customer interactions, helping improve overall service quality and satisfaction levels within the organization.
- Exceeded sales goals regularly by effectively promoting credit card offers and other financial products tailored to customer requirements.
- Collaborated closely with colleagues, fostering a positive work environment that led to increased productivity within the team.
- Assisted customers with account inquiries, resolving issues promptly and professionally.
- Participated in ongoing training programs, enhancing skillset for continued professional growth within the banking industry.
- Contributed to team success by consistently meeting or exceeding performance metrics.
- Supported fraud prevention efforts by carefully monitoring transactions and reporting suspicious activity.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Developed and maintained strong knowledge of multiple products and varying levels of benefits within each product.
Education
Bachelor of Arts - Dutch Literature
University of Indonesia
Jakarta 08.1995
High School Diploma - Banking Management
Stie Perbanas
Jakarta08.1993
Skills
Customer service
Timeline
Service Manager
OCBC Bank Indonesia
09.2011 - 07.2025
Assistant Service Manager
HSBC Bank
08.2008 - 08.2011
Service Quality Assistant Manager
Commonwealth Bank
08.2006 - 09.2008
Phone Banking Officer
Commonwealth Bank
05.2004 - 08.2006
Telemarketing Supervisor
GE Credit Card
04.2002 - 04.2004
Phone Banking Supervisor
ABN AMRO Bank N.V
04.2001 - 04.2002
Phone Banking Officer
ABN AMRO Bank N.V
04.2000 - 04.2001
Bachelor of Arts - Dutch Literature
University of Indonesia
High School Diploma - Banking Management
Stie Perbanas