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
Relationship building
Customer service management
Problem-solving
Staff supervision
Employee training and development
Service documentation
Staff training and development
MS office
Team collaboration and leadership
Customer satisfaction measurement
Continuous improvement
Staff motivation
Service quality management
Trustworthy and honest
Reliable and responsible
Employee relations
Documentation and reporting
Positive attitude
Coaching and mentoring
Service scheduling
Employee supervision
Project management
Policy and procedure enforcement
Process implementation
Service delivery optimization
Bilingual English and Dutch
Rapport building
Reporting and documentation
Hospitality and accommodation
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