BIMO BHAKTI BUANA
Depok
Summary
Strategic HR Business Partner (HRBP) and Human Resources Management graduate from Perbanas Institute, bringing 3+ years of dual expertise in banking/financial customer service and HR operations. Combines deep customer satisfaction orientation with proven HRBP competencies in workforce planning and performance management. Passionate about aligning HR initiatives with business objectives while maintaining strong stakeholder relationships cultivated through frontline customer service experience.
Overview
4
4
years of professional experience
1
1
Certification
Work History
HRBP/Commercial Lead
PT Catur Mitra Sejati Sentosa
09.2023 - Current
- Achieved 100% fulfillment of Manpower Planning (MPP) for private brand positions across all categories.
- Partnered with hiring managers and suppliers to ensure timely staffing for retail operations.
- Designed and executed training programs for new sales personnel using a Training Needs Analysis (TNA) approach.
- Conducted onboarding sessions to enhance employee productivity and brand knowledge.
- Evaluated team performance (from supervisors to salespersons and supplier staff) to align with company targets.
- Implemented performance improvement plans (PIPs) for underperforming employees.
- Maintained strong relationships with external partners to optimize workforce efficiency.
Customer Service Ops
PT iGrow Resources Indonesia
01.2022 - 02.2023
- Responded to 50+ daily inquiries from farmers and agribusinesses via email and phone, providing clear information on funding eligibility, application processes, and repayment terms.
- Maintained a 95% satisfaction rate by resolving issues promptly and professionally.
- Addressed and escalated customer complaints related to loan delays, approval status, and payment issues, reducing repeat complaints by 30%.
- Documented cases in the CRM system and followed up to ensure resolution.
- Worked with the sales and underwriting teams to streamline communication and reduce response times.
- Suggested improvements to FAQs and support scripts based on recurring customer pain points.
Customer Service Relation
PT Bank Muamalat Indonesia
07.2021 - 12.2021
- Provided personalized advisory on Islamic banking products (e.g., Savings, Current accounts, deposits) to 35+ daily walk-in customers, achieving 95% satisfaction rate in service surveys
- Implemented "Service Recovery Framework" to transform complaints into satisfaction opportunities, reducing repeat complaints by 60%
- Developed customer engagement programs (e.g., Islamic finance workshops, loyalty rewards, another events) that increased loyalty customers by 35%
- Handled sensitive customer complaints regarding profit-sharing disputes, financing issues, and service delays using emotional intelligence and Sharia-compliance knowledge
- Collaborated with Sharia committee to ensure complaint resolutions aligned with Islamic principles
- Trained 4+ new hires on Islamic banking service ethics and customer engagement techniques
Education
Bachelor in HR Management - Management
ABFII Perbanas
Jakarta06.2023
Diploma 3 - Islamic Banking And Finance
Trisakti University
Jakarta10.2018
Skills
- Islamic Banking Systems (eg, Finacle, IBS)
- CRM Software (eg, Salesforce, Bank-specific tools, Zendesk)
- Microsoft Office (Excel, Powerpoint, Word, Outlook)
- Manpower Planning & Workforce Optimization
- Training Needs Analysis (TNA) & Employee Development
- Performance Management & KPI Tracking
- Recruitment & Talent Acquisition
- Human Resources Analytics
Certification
BNSP Certification Banking Risk Management level 1
Accomplishments
- Manpower Planning (MPP): Ensuring 100% fulfillment of operational staffing needs
- Employee Development: Designing and implementing training programs for new hires
- Performance Management: Evaluating and enhancing operational employee productivity
Awards Activities
- 3rd Place Winner, Islamic Economics Debate Competition
- Top 10 Customer Service Representative Jakarta West Regional Banking Division | 2020
- Top Sales Performer - Appliances & Kitchen Category
June 2024
Timeline
HRBP/Commercial Lead
PT Catur Mitra Sejati Sentosa
09.2023 - Current
Customer Service Ops
PT iGrow Resources Indonesia
01.2022 - 02.2023
Customer Service Relation
PT Bank Muamalat Indonesia
07.2021 - 12.2021
Bachelor in HR Management - Management
ABFII Perbanas
Diploma 3 - Islamic Banking And Finance
Trisakti University
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