Magdalena Deviana Okta
Customer Care Manager
Tangerang,BT
Summary
Dynamic Customer Care Manager with a proven track record at Arta Grup, excelling in customer relations and team management. Enhanced customer satisfaction through innovative support strategies and effective problem-solving. Skilled in data analytics and staff mentoring, consistently achieving departmental KPIs while fostering strong inter-department collaboration.
Experienced customer care bringing 10 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
14
14
years of professional experience
Work History
Customer Care Manager
Arta Grup
09.2020 - Current
- Created customer support strategies to increase customer retention.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Applied best practices in customer service, sales, and employee management to exceed organizational goals.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Collaborated with cross-functional teams to address customer concerns, resulting in a holistic approach to problemsolving.
- Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
- Leveraged data analytics tools for insights on customer feedback trends, refining best practices accordingly.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Implemented effective quality control measures to minimize errors and ensure high standards of service.
- Played a crucial role in meeting or exceeding departmental KPIs consistently through strong leadership skills combined with strategic planning.
Customer Relations Coordinator
Plaza Toyota
12.2014 - 12.2017
- Enhanced customer satisfaction by addressing inquiries and resolving issues promptly.
- Built partnerships with diverse internal teams and sales, finance, and operations departments to streamline processes.
- Maintained accurate records of all client interactions, facilitating effective tracking and resolution of issues.
- Coordinated staff and resources to accommodate promotional events.
Customer Service Representative
Persero Bank Rakyat Indonesia.Tbk (BRI)
06.2012 - 12.2014
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Communications - Communications
University Christian Satya Wacana
Salatiga, Indonesia 04.2001 -
Skills
Brand representation
Staff mentoring
Team management
Customer relations
Training and mentoring
Team building
Inter-department collaboration
Customer experience improvement
Teamwork and collaboration
Problem-solving
Adaptability and flexibility
Relationship building
Additional Information
Current Responsibility :
- Responsible for head office customer care division of PT. Arta Bumi Motor , which have several dealers ( 14 dealers spread in Jakarta and Tangerang ) consists of several brands ( Include : Honda, Chery, Jaecoo, Geely, Icar, Lepas, and QJ Motor.
Achievement :
- Best Front liners Customer Service 2013 (BRI Salatiga)
- 2nd Winner SQ- customer service (Kanwil BRI Semarang)
- 2nd Winner of Customer Relation Management Award 2024
- 3rd Winner of Customer Relation Management Award 2025
- CCO Award 2025 Honda Regional Jakarta
Timeline
Customer Care Manager
Arta Grup
09.2020 - Current
Customer Relations Coordinator
Plaza Toyota
12.2014 - 12.2017
Customer Service Representative
Persero Bank Rakyat Indonesia.Tbk (BRI)
06.2012 - 12.2014
Bachelor of Communications - Communications
University Christian Satya Wacana
04.2001 -