Cassandra Maharani Putri
Head Of Customer Experience
Summary
Hi, my name is Cassandra,you can call me Cessy. I was born on January 26th, 1992. Now live in Bandung. My bachelor index is 3.62
Customer Experience Specialist with background in enhancing client satisfaction and loyalty through effective communication and problem-solving. Strong emphasis on team collaboration, achieving results, and adapting to evolving needs. Skilled in conflict resolution, process optimization, and customer relationship management. Known for reliability and proactive approach to improving service standards.
Overview
14
14
years of professional experience
7
7
Certifications
2
2
Languages
Work History
Head of Customer Experience Bodypack
PT Dua Puluh Tiga
05.2023 - Current
- Implemented targeted communication strategies to ensure timely updates on product/service developments, leading to a more informed client base.
- Launched successful loyalty programs that resulted in increased repeat business from satisfied clients.
- Led a team of customer service representatives, ensuring efficient resolution of client issues and inquiries.
- Conducted periodic surveys among clientele to gauge satisfaction levels, using insights to drive targeted improvements in service offerings.
- Achieved increased levels of customer retention through diligent monitoring and addressing of potential issues before they escalated into larger problems.
- Managed budgets effectively while maintaining focus on delivering top-quality services and exceeding performance targets.
- Create data visualization at looker data studio for CRM, CS and after sales data.
- Optimized email campaigns to increase open and click-through rates.
- Established strong relationships with key stakeholders, fostering collaboration towards shared goals of improved customer experiences.
- Developed and executed data-driven initiatives for continuous improvement in customer experience metrics.
- Enhanced customer satisfaction by implementing innovative strategies in customer experience management.
- Manage and oversee the Lifetime Repair Program as part of the after-sales service initiative.
- Lead CRM Team, CS team and After Sales team (reparation team)
- Create campaign for membership program.
- Manage event offline/online for membership activity.
CRM Lead Bodypack & Exsport Brand
PT Dua Puluh Tiga
09.2020 - 05.2023
- Actively contributed to company growth by leveraging insights from customer data within the CRM system for strategic decisionmaking.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Made customers aware of current and new programs and services.
- Created customer support strategies to increase customer retention.
- WhatsApp Business Guideline Development
Create, implement, and manage WhatsApp Business guidelines for Exsport and Bodypack, ensuring consistent communication, professional customer engagement, and effective operational standards. - Reseller Management
Develop guidelines for reseller engagement, including the process of curating, approving, and maintaining effective communication with Exsport and Bodypack resellers to build strong, sustainable partnerships. - Instagram Store Guideline
Establish social media guidelines for Exsport and Bodypack Instagram Stores, covering content direction, visual identity, tone of voice, and community management. - Voice of Customer (VoC) Project
Initiate and execute the Voice of Customer project for both brands, including data collection, analysis, reporting, and actionable insights to improve products, services, and customer experiences. - Lifetime Warranty Program
Design and implement the Lifetime Warranty program—from concept development, cross-departmental coordination, and management discussions, to creating guidelines and socializing the program to all relevant stakeholders. - Live Streaming Initiatives
Develop live streaming concepts and act as both project manager and talent/host, ensuring engaging and effective live content aligned with brand objectives. - Campaign Ideation (Email Marketing)
Create innovative campaign ideas for email blasts, including audience segmentation, content strategy, and creative direction to maximize engagement and conversions. - Data Visualization (Looker Studio)
Build and manage visual reports in Looker Studio to analyze Voice of Customer data, providing clear insights for management decision-making. - Customer Service SOP & Guideline
Develop and implement Standard Operating Procedures (SOP) and guidelines for Exsport and Bodypack customer service, including grooming standards, service excellence, and communication flow to enhance customer satisfaction.
Marcomm Brand Exsport
PT Eigerindo
07.2018 - 08.2020
- Enhanced brand visibility by developing and implementing strategic communication plans.
- Collaborated with cross-functional teams to ensure consistent messaging across all platforms and materials.
- Conducted thorough market research to inform strategic communication decisions aligned with organizational goals.
- Maintain strong relationships with KOLs and brand ambassadors.
- Curate and evaluate incoming sponsorship proposals.
- Organize online and offline events to build brand awareness.
- Identify and collaborate with communities for partnerships.
- Develop campaign strategies to drive awareness and engagement.
- Responsible for recruiting brand ambassadors and nurturing lasting partnerships to strengthen brand presence.
- Conducting the end-to-end Focus Group Discussion (FGD) process, including collaborating on questionnaire design, recruiting participants, facilitating sessions, collecting data, and preparing analysis and reports.
Bancassurance Consultant
PT AIA Financial
12.2017 - 04.2018
- Collaborated with cross-functional teams to successfully deliver comprehensive solutions for clients.
- Experienced in promoting and selling insurance products through banking channels, with a strong focus on customer relationship management, sales achievement, and after-sales support.
Customer Service Officer
PT BCA Tbk
11.2014 - 11.2017
- Assisted call-in customers with questions and orders.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained a high level of product knowledge to effectively assist customers with accurate information and recommendations.
- Enhanced customer satisfaction by efficiently addressing and resolving their inquiries and concerns.
- Provided constructive feedback to peers and management on potential process improvements, aiding continuous enhancement of service quality.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
Internship at Communication Division
PT Telkom Divre III
01.2012 - 01.2012
- Monitored daily news coverage to identify opportunities for proactive or reactive communication initiatives.
- Assisted in organizing corporate events, ensuring seamless execution and positive attendee experiences.
- Voice-over talent for news segments on Telkom's digital portal.
- Facilitate meetings with internal stakeholders as moderator
- Develop press release for Telkom's upcoming product introduction.
Part Time Worker
Pizza Hut Indonesia
01.2012 - 01.2012
- Followed instructions and procedures to complete assigned tasks.
- Served food and beverages promptly with focused attention to customer needs.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Cultivated warm relationships with regular customers.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
Education
Bachelor of Communication Science - Public Relations
Universitas Padjadjaran
Bandung, Indonesia01.2014
IPA
1 Senior High School Bandung
Bandung01.2009
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5 Junior High School Bandung
01.2006
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Merdeka 5/V Elementary School Bandung
01.2003
Skills
Customer Satisfaction
Certification
2025 - Leadership Activated Program
Interests
Music, Photography, Modelling, Culinary, Travelling, Communication, Socialization
Accomplishments
- Create Lifetime Warranty Program for Exsport and Bodypack
- Create Membership Program for Exsport and Bodypack
- Best Duty Officer 2 BCA KCU DAGO
- 1st Winner of Vocal Group Contest, BCA Nation
- Best Customer Survey at Customer Service BCA DAGO
- BCA Innovation Award Contest
- Conceptor of BCA Video Competition, Employee Value Program
Organizational Experience
- Vice Chairman, 1 Senior High School Choir
- Vice Chairman, Banfung Vocal Group Competition at RRI Bandung
- Member of Ikatan Mahasiswa Komunikasi Bandung
- Master of Ceremony, Visit of UPI to PT Telkom Divre III
- Master of Ceremony,Meeting about Tenoss at Telkom Divre III
- Documentation and Reporter, Release of Telkom Flexi Employees
- Voice over for Telkom News Portal
- Reporter and Documentation at New Telkom Office at Supratman Bandung
- LO VIP Guest at Radi Wedding Organizer
- Event Division of New Year Eve at BCA Dago
- Coach & Dancer for Opening Ceremony BCA Dago New Office
- Master of Ceremony, Service Dialog BCA
- Singer for Gathering Prioritas Customer at BCA Dago
Hobbies
I am passionate about music, from playing instruments, singing, songwriting, and dancing, to appreciating diverse genres. Beyond music, I also enjoy exploring creative experiences such as watching Korean dramas, cooking, traveling, and discovering new culinary cultures.
Software
Looker data studio
Canva/inshot/capcut
Ms Office
Spreadsheets/slides
Timeline
Head of Customer Experience Bodypack
PT Dua Puluh Tiga
05.2023 - Current
CRM Lead Bodypack & Exsport Brand
PT Dua Puluh Tiga
09.2020 - 05.2023
Marcomm Brand Exsport
PT Eigerindo
07.2018 - 08.2020
Bancassurance Consultant
PT AIA Financial
12.2017 - 04.2018
Customer Service Officer
PT BCA Tbk
11.2014 - 11.2017
Internship at Communication Division
PT Telkom Divre III
01.2012 - 01.2012
Part Time Worker
Pizza Hut Indonesia
01.2012 - 01.2012
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5 Junior High School Bandung
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Merdeka 5/V Elementary School Bandung
Bachelor of Communication Science - Public Relations
Universitas Padjadjaran
IPA
1 Senior High School Bandung