Summary
Overview
Work History
Education
Skills
Timeline
AssistantManager
Ananda Astungkara

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
Jakarta
08.1993

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

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Ananda AstungkaraService Quality Specialist