Team Collaboration
Problem Resolution
Regulatory Compliance
Quality Assurance
Project Management
Budiana Astawa
Operations - Customer Service Associate Manager
Bekasi,JB
Summary
Proven leader in customer service management, adept at driving team collaboration and problem resolution to exceed operational goals. At DANA Indonesia, spearheaded initiatives that enhanced service quality and efficiency, achieving significant cost savings. Skilled in project management and excellent communication, consistently fostering strong client relationships and team productivity.
Overview
9
9
years of professional experience
Work History
Customer Service Associate Manager
DANA Indonesia
08.2019 - Current
- Collaborated with other department heads to align organizational goals and maximize efficiency across all departments.
- Implemented cost-saving initiatives, reducing overall operational expenses without compromising service quality.
- Developed strong relationships with clients through attentive listening and empathetic understanding of their needs.
- Collaborated with team members to achieve monthly targets and optimize workflow efficiency.
- Trained new associates in company policies and procedures, fostering a supportive work environment.
- Implemented new CRM system to better track customer interactions and outcomes.
- Led team project to revamp customer service training program, resulting in more effective onboarding.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
Contact Center Operations Supervisor
PT Vads Indonesia
03.2018 - 08.2019
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
Team Leader - Customer Service Operation
Manulife Asset Management Indonesia
01.2016 - 03.2018
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Education
Sarjana Sastra (S.S) - Sastra Inggris
Universitas Negeri Jakarta
Jakarta, Indonesia 04.2001 -
Skills
Timeline
Customer Service Associate Manager
DANA Indonesia
08.2019 - Current
Contact Center Operations Supervisor
PT Vads Indonesia
03.2018 - 08.2019
Team Leader - Customer Service Operation
Manulife Asset Management Indonesia
01.2016 - 03.2018
Sarjana Sastra (S.S) - Sastra Inggris
Universitas Negeri Jakarta
04.2001 -
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