Cintya Philipus
Head Of Customer Care
Tangerang,BT
Summary
Dynamic professional with a proven track record in customer care, administration, and cross-functional collaboration. Skilled in delivering positive client experiences, resolving issues efficiently, and fostering strong partnerships. Recognized for adaptability, quick learning, and attention to detail, with expertise in thriving within fast-paced environments that demand teamwork and precision. Demonstrated ability to understand customer needs and provide exceptional service while maintaining a positive attitude and enthusiasm for acquiring new skills. Dedicated to contributing experience to customer-facing roles, ensuring quality service and seamless daily operations.
Overview
11
11
years of professional experience
2
2
Languages
Work History
Head of Customer Care
Playfield Kid's Academy
West Jakarta, Indonesia
07.2018 - Current
- Efficient Complaint Management: Successfully handled escalated complaints, ensuring swift resolutions to maintain high customer satisfaction and strengthen client relationships.
- Collaborative Strategy Development: Worked closely with branch managers, marketing, sales, and activity teams to identify opportunities for enhancing the overall customer journey and standardizing service delivery across all branches.
- Objective Setting and Performance Monitoring: Defined departmental goals aligned with company objectives and closely monitored progress against targets throughout reporting periods.
- Customer Feedback Analysis: Analyzed customer feedback surveys to identify recurring trends and pain points, implementing data-driven improvements that streamlined communication and reduced repetitive inquiries.
- Targeted Process Enhancements: Introduced customer experience improvements, including proactive care strategies to address concerns before escalation, enhancing trust and loyalty.
- Team Training and Development: Designed and implemented comprehensive training programs for the customer care team, leading to improved service quality, reduced resolution times, and empowered employees.
- Operational Consistency: Ensured consistent customer experiences across all branches by addressing operational gaps, creating branch-specific action plans, and improving inter-branch communication to share successful strategies.
- Professional Customer Handling: Maintained a calm, empathetic, and professional demeanor when managing sensitive issues or frustrated customers, ensuring positive outcomes and fostering trust.
Consultant & Personal Assistant to Director
Buenoz Consulting
Central Jakarta, Indonesia
03.2014 - 06.2018
- Client Engagement & Consulting Support
- Evaluated client needs and expectations to establish clear goals for each consulting engagement.
- Supported the Director in identifying potential local partners and investment opportunities for foreign investors entering the Indonesian market.
- Facilitated introductions and fostered strong relationships between foreign investors and local partners, ensuring seamless collaboration. - Market Research & Analysis
- Conducted in-depth market surveys to evaluate feasibility, demand, and growth opportunities for foreign products and solutions.
- Researched and developed comprehensive databases of Indonesian businesses across various industries, supporting strategic investment decisions.
- Analyzed market trends and consumer behavior to identify emerging opportunities, such as weld-spout packaging in cooking oil, liquid soap, and similar products.
- Performed field visits to stores and business locations to validate market insights and opportunities. - Proposal Development & Project Planning
- Delivered detailed proposals and milestone plans to support project execution and guide investor decisions.
- Drafted business correspondence, proposals, and presentations for investor meetings and follow-ups. - Meeting Coordination & Cross-Cultural Communication
- Scheduled and organized meetings between foreign investors and Indonesian stakeholders, ensuring efficient preparation and execution.
- Supported the Director during meetings by preparing documents, taking minutes, and managing follow-up actions.
- Acted as a bridge for cross-cultural communication, facilitating clear understanding between international investors and local partners. - Administrative & Organizational Support
- Provided full administrative support to the Director, including calendar management, travel arrangements, and day-to-day coordination.
- Assisted in preparing essential materials, ensuring smooth execution of business strategies and meetings.
Education
Bachelor - Psychology
Tarumanagara University
Letjen S. Parman St No.1, RT.6/RW.16, Grogol 04.2001 -
Skills
Customer support
Teamwork and collaboration
Positive attitude
Adaptability and flexibility
Active listening
Professionalism
Administration and reporting
Negotiation and conflict resolution
Introduction
I am excited to apply for the Barista position at Teazzi. While I do not have direct barista experience, my proven background in customer care, administration, and teamwork equips me to excel in providing exceptional service and contributing to Teazzi's vibrant culture.
At Playfield Kids’ Academy, I led efforts to enhance customer satisfaction by streamlining communication, resolving concerns efficiently, and fostering a welcoming environment. I bring strong adaptability, a positive attitude, and a customer-first mindset—values I believe align closely with Teazzi’s commitment to quality, hospitality, and creating memorable experiences.
I see this opportunity as more than just a seasonal role. I am eager to contribute during the busy holiday period from December 24th to January 1st, ensuring smooth operations and delighted customers. Additionally, I’d be happy to assist during future holiday seasons or in emergency situations, supporting your team whenever needed.
Timeline
Head of Customer Care
Playfield Kid's Academy
07.2018 - Current
Consultant & Personal Assistant to Director
Buenoz Consulting
03.2014 - 06.2018
Bachelor - Psychology
Tarumanagara University
04.2001 -
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