FITRIA SETIAWATI PURNOMO
BANKER
Boyolali
Summary
With a proven track record at PT BANK MANDIRI (PERSERO), I excel in team management and strategic planning, enhancing customer satisfaction and operational efficiency. My expertise in policy development and relationship building has significantly contributed to achieving department goals, mentoring staff, and resolving complex customer issues, ensuring compliance and service excellence. History of accurately and efficiently managing monetary transactions, security, and customer relationship development. Knowledgeable about improving team sales and customer satisfaction.
Overview
22
22
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
Work History
Branch Supervisor
PT BANK MANDIRI (PERSERO)
02.2020 - 12.2024
- Delivered product and service quality and inspired team members to reach and maintain department goals and objectives.
- Mentored junior staff members, providing guidance on best practices and professional development opportunities.
- Collaborated with other supervisors to coordinate activities of individual team members and departments.
- Managed daily operations for smooth functioning, ensuring a high level of productivity.
- Maintained scheduling for main branch to keep shifts appropriately staffed.
- Handled escalated customer complaints professionally while working towards swift resolutions that maintained client satisfaction levels.
Customer Service Supervisor
PT BANK MANDIRI (PESERO)TBK
02.2010 - 02.2020
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Navigated challenging customer scenarios and identified solutions that satisfied their needs.
Customer Service Representative
PT BANK MANDIRI(PERSERO)TBK
12.2006 - 01.2010
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Teller
PT BANK MANDIRI (PERSERO) TBK
02.2004 - 10.2006
- Processed customer transactions promptly, minimizing wait times.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Maintained cash drawer accuracy by conducting regular audits and implementing effective cash handling practices.
- Maintained up-to-date knowledge of bank products, services, promotions, policies, regulations to better assist customers with their financial needs.
Administrative Assistant
PT PQM CONSULTANT
01.2003 - 02.2004
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Promoted a positive work environment through effective communication skills and fostering professional relationships among colleagues.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
Education
SARJANA EKONOMI - Management
UNIVERSITAS ISLAM INDONESIA
Yogyakarta, Indonesia 07.1997 - 11.2001
Skills
Relationship building
Task delegation
Security awareness
Policy development
Customer service
Team management
Sales strategies
Strategic planning
Compliance monitoring
Certification
CERTIFICATE OF ACHIEVEMENT BEST LEAD GENERATOR JAPAN 20 JULY 2020 AXA MANDIRI FINANCIAL SERVICES
Timeline
CERTIFICATE OF ACHIEVEMENT BEST LEAD GENERATOR JAPAN 20 JULY 2020 AXA MANDIRI FINANCIAL SERVICES
07-2020
Branch Supervisor
PT BANK MANDIRI (PERSERO)
02.2020 - 12.2024
FRONTLINERS LEAGUE 2019 FROM MANDIRI BANK AREA KUDUS
01-2020
MANDIRI EXCELLENT AWARD (MEA) JAKARTA 7 JULI 2017
07-2017
Customer Service Supervisor
PT BANK MANDIRI (PESERO)TBK
02.2010 - 02.2020
CERTIFICATE OF ACHIEVEMENT BEST LEAD GENERATOR ITALY 27 APRIL- 3 MAY 2007 AXA MANDIRI FINANCIAL SERVICES
05-2007
Customer Service Representative
PT BANK MANDIRI(PERSERO)TBK
12.2006 - 01.2010
Teller
PT BANK MANDIRI (PERSERO) TBK
02.2004 - 10.2006
Administrative Assistant
PT PQM CONSULTANT
01.2003 - 02.2004
SARJANA EKONOMI - Management
UNIVERSITAS ISLAM INDONESIA
07.1997 - 11.2001
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