Marina Indrasari
Jakarta
Summary
Strategic customer operation manager with more than 15 years of experience in the financial, logistics, eCommerce, and retail sectors. Experienced managing in fast-paced environments, with proven abilities to establish and lead high-performance teams of 50-300 people, including building contact center for 2 startup e-commerce business. Enthusiast in applying digital technology to optimize business processes and bring delight to the customer experience while increasing profits, client generation, and customer satisfaction. Key areas of expertise include Customer Service, Collection, Customer Experience, Project management, Client Relationship, Quality Assurance, Training and People development
Overview
16
16
years of professional experience
1
1
Certification
Work History
Senior Manager (AVP) of Desk Collection
PT Home Credit Indonesia
Jakarta
09.2020 - 01.2023
- Managed team of 5 Supervisors and 30 Team Leaders, providing regular feedback and coaching on performance-oriented strategies and people development, reaching highest score for job satisfaction among other team in employee survey.
- Initiated improvement initiatives to increase the quality and operational effectiveness. Achieved 20% improvement in operator utilization and reduction in attrition rate from 20% to < 8%.
- Accomplished 100% Cash Collect Target by developing comprehensive performance management plan and revamping desk performance report.
- Improved collection operation quality by implementing Effective Call Program which led to 10% increase in kept rate and quality score increased to >87%.
- Transformed operation to adapt to the ‘New Normal’ working conditions post COVID within 4 months, ahead of schedule.
Head of Crossborder -Customer Operation
PT Shopee International Indonesia
Jakarta
10.2016 - 08.2020
- Managed day-to-day customer operation team for cross-border and official local seller, revamped and redesigned chat distribution mechanism which led to chat backlog reduction by 50%.
- Boosted workforce efficiency by 40% and trimmed seller contact rate by 35% by developing e-Knowledge system and selfservice knowledge base on Seller chat application.
- Collaborated with regional team deployed Seller Live Steam program and new chat system for Seller (Chat bot, Chat auto distribution and translation), leading to 40% revenue increment and chat resolution time slashed by 25%.
- Increased Seller CSAT score from 75% to 90% and reached top performance in region by building positive client relationships, including forming team of 4 language specialist for cross-border sellers.
General Manager of Customer Operation
PT XL Planet (elevenia.co.id)
Jakarta
07.2013 - 09.2016
- Completed set up and launched Customer Experience Department on schedule; built team of 5 managers with
department scope to Customer Service, Customer Experience, Risk Management, Delivery and Claim teams. - Established call center operation including social media team, collaborated with 3rd party BPO and achieved 90% response rate in 6 months.
- Conducted customer satisfaction survey, identifying customer issue during order journey, and executed strategic improvement plans; as a result, CSAT score enhanced from 78% to 85% and NPS rose from 35 to +45.
- Operated customer loyalty programs, cooperated with sales and marketing department, resulting in 28% increase in quarterly customer engagement and revenue grow by 30%.
Head of Customer Experience
PT Fashion E-services (Zalora Indonesia)
Jakarta
04.2012 - 07.2013
- Completed set up and build Customer Experience Department according to schedule, developed operational strategies for improvement resulting in 100% KPI fulfillment six months after launch.
- Collected customer feedback and implemented comprehensive improvement plans; CSAT boosted by 10% in year one.
- Conducted outbound tele-sales program and customer referral program, leading to 25% increase in sales revenue.
Customer Operation Manager
PT Orindo Alam Ayu, ORIFLAME
Jakarta
03.2011 - 03.2012
- Created knowledge base for customer care, reducing time spent on administrative task by 30%.
- Revamped order management process by implementing integrated system; cut down customer waiting time by 60% and reduced operational cost by 45%.
- Enhanced consultant's customer satisfaction rate from 82% to 90% within 6 months by providing dedicated customer care and special-order delivery for Top Leader Consultants.
- Negotiated long term contract with existing 3PL vendors collaboration with branch managers, resulting in 25% cost reduction.
Customer Care Manager
PT Antareja Prima Antaran, Wahana Group
Jakarta
12.2009 - 02.2011
- Supervised team of 20 customer care specialists to deliver excellent logistic service and provided positive client relationships to Key Account Customers, increasing customer retention by 50% and onboarding of 5 new customers.
- Developed actionable insights for operation improvement, reducing operational cost by 30% and cut down handling time by 40%.
- Improved claim process by streamlining document management and paperwork distribution automation; claim resolution time shorten from 21 days into < 10 days.
Customer Service Manager
PT Repex Perdana International (FedEx Indonesia)
Jakarta
07.2007 - 11.2009
- Operated team of 2 supervisors and 10 team leaders handled an average of 3000 customer contact per day; addressed concerns about order delivery, shipping rate and billing with 95% response rate achievement.
- Trained and regularly mentored team members; initiated employee reward program contributing to employee retention rate raised by 22%.
- Implemented initiatives for call quality improvement, resulting “Excellence” Service Performance for two consecutive
years in Call Center Award Service Excellence.
Education
Bachelor of Industrial Engineering -
Trisakti University
Skills
- Collection Management
- Operations Management
- Project Management
- Customer Service Management
- Customer Experience Management
- Client Relationship Management
- People Development
- Analytical Thinking
Accomplishments
- Raised employee retention above 90% and enhanced customer satisfaction to 90%.
- Successfully transformed operation to adapt to the ‘New Normal’ working conditions post COVID.
- Took cost reduction initiatives that resulted in a 30% decrease in operational cost.
- Successfully setup customer operation department for 2 Start-ups e-commerce businesses, including built a contact center operation.
Certification
Financing Billing Professional Certification) - SPPI
Call Center Management Certificate—BRAND International
Timeline
Senior Manager (AVP) of Desk Collection
PT Home Credit Indonesia
09.2020 - 01.2023
Head of Crossborder -Customer Operation
PT Shopee International Indonesia
10.2016 - 08.2020
General Manager of Customer Operation
PT XL Planet (elevenia.co.id)
07.2013 - 09.2016
Head of Customer Experience
PT Fashion E-services (Zalora Indonesia)
04.2012 - 07.2013
Customer Operation Manager
PT Orindo Alam Ayu, ORIFLAME
03.2011 - 03.2012
Customer Care Manager
PT Antareja Prima Antaran, Wahana Group
12.2009 - 02.2011
Customer Service Manager
PT Repex Perdana International (FedEx Indonesia)
07.2007 - 11.2009
Bachelor of Industrial Engineering -
Trisakti University
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