Hermas Pradito
Senior Manager, Customer Experience
Jakarta
Summary
Dynamic and customer-centric professional with extensive experience in customer success and experience management across various industries, including retail, gaming, and hospitality. Skilled in leading and developing teams, optimizing service operations, and ensuring customers receive consistent, high-quality interactions. With a deep understanding of customer behavior and engagement strategies, I specialize in creating meaningful experiences that enhance satisfaction and long-term loyalty. Currently expanding expertise in the financial sector, bringing a strong foundation in customer engagement, retention strategies, and service innovation. Passionate about designing seamless and memorable customer journeys by leveraging data-driven insights, personalization, and adaptive communication strategies. Adept at fostering customer loyalty, operational efficiency, and cross-functional collaboration to drive business growth, long-term success and and delivering service excellence.
Overview
14
14
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Senior Manager, Customer Experience
PT Bank Aladin Syariah Tbk
05.2021 - Current
- Lead the resolution of customer concerns across multiple channels, including Contact Center, email, social media, and management escalations, ensuring a seamless and positive experience
- Proactively manage brand reputation by addressing negative feedback and public perception swiftly and effectively
- Facilitate training, coaching, and knowledge-sharing sessions for Customer Care team to enhance customer engagement and service delivery.
- Analyze customer interactions, feedback, and complaints to identify opportunities for process improvement and service optimization
- Monitor customer satisfaction metrics, analyze trends from reports, tickets, and surveys to drive data-driven decision-making
- Collaborate cross-functionally with internal teams and external BPO vendors to ensure complaint management accuracy and consistency
- Prepare and submit regulatory reports (BI/OJK), ensuring compliance with industry standards and service excellence
- Develop, refine, and maintain customer experience policies and procedures to align with evolving customer expectations and business objectives
- Optimize operational resources within the Contact Center to enhance efficiency, response time, and overall service quality. Increased productivity by 30%, able to manage 1200 inquiries/ 800 tickets any given day
- Cultivate a customer-first culture, empowering teams to deliver exceptional experiences and build long-term customer loyalty
Customer Success Generalist
Xendit
03.2021 - 05.2021
- Respond to customer inquiries with a solution-oriented approach to ensure a seamless and positive experience
- Analyze customer service operations to identify gaps, pain points, and areas for improvement in service delivery
- Develop strategies to enhance efficiency, streamline processes, and optimize the overall customer support experience
- Collaborate cross-functionally with internal teams to design and implement strategic initiatives that drive customer satisfaction and long-term success
Manager, Customer Experience
DANA Indonesia
10.2019 - 03.2021
- Enhance customer loyalty and satisfaction by implementing strategies to improve retention and minimize churn through proactive engagement
- Analyze and optimize the customer journey, identifying key touchpoints and opportunities to elevate the overall experience
- Develop customer listening strategies, define user segments, and leverage insights to personalize interactions and enhance engagement. Resulting 25% increase on NPS
- Lead teams in resolving customer issues efficiently, ensuring a seamless and positive support experience
- Continuously refine service processes and policies to maximize customer value, improve efficiency, and align with evolving needs
Manager, Partner Support
OYO Indonesia
01.2019 - 10.2019
Lead Customer Service
Moonton Games
06.2018 - 12.2018
Senior Associate, Lead Player Support
Garena
06.2015 - 06.2018
Customer Service Executive
Garena
06.2013 - 06.2015
Operation Staff
Abadi Humaniora Perkasa
06.2012 - 05.2013
Concierge
Pejaten Village
06.2011 - 06.2012
Education
Associate's degree - Mass Communication/Media Studies
UniversitasGunadarma
03.2021 - 05.2021
Skills
Zendesk
Data Analysis
Strategic planning
undefinedCertification
Introduction to Psychology: The Psychology of Learning
Timeline
Senior Manager, Customer Experience
PT Bank Aladin Syariah Tbk
05.2021 - Current
Customer Success Generalist
Xendit
03.2021 - 05.2021
Associate's degree - Mass Communication/Media Studies
UniversitasGunadarma
03.2021 - 05.2021
Manager, Customer Experience
DANA Indonesia
10.2019 - 03.2021
Manager, Partner Support
OYO Indonesia
01.2019 - 10.2019
Lead Customer Service
Moonton Games
06.2018 - 12.2018
Senior Associate, Lead Player Support
Garena
06.2015 - 06.2018
Customer Service Executive
Garena
06.2013 - 06.2015
Operation Staff
Abadi Humaniora Perkasa
06.2012 - 05.2013
Concierge
Pejaten Village
06.2011 - 06.2012
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