Mufthy Rosdja

Key Responsibilities:

• Directed internal team members to resolve customer concerns and deliver enhanced customer experiences.
• Cooperated cross-functionally with other operational departments/functions to support the achievement of customer experience outcomes.
• Partnered with business leaders for process improvement and problem-solving efforts to create standard procedures and escalation policy for proper resolution of service issues.
• Monitored metrics and developed actionable insights to improve efficiency and performance.

Key Activities:

• Customer Service related:
  * Implemented and Developed Contact Center's performance quality monitoring in Inbound Calls, Email, and Social Media
  * Implemented and Developed Contact Center’s Mystery Caller performance quality evaluation
  * Implemented and Developed Contact Center’s CSAT Survey
• Technician visit related:
  * Implemented and Developed Technician’s CSAT Survey
• Direct Sales & Telesales related:
  * Conducted Welcoming call activity on New Onboarding customers for initial greetings (first billing, payment method, feedback)
  * Led, Managed, and Oversaw telesales Anti-Miss-selling monitoring on Portfolio Outbound Upsell Calls (script, mandatory sales points, mandatory closure points, legal confirmation, etc.)
  * Implemented and Developed Sales’s CSAT Survey
• Customer Satisfaction/Experience related:
  * Developed, Implemented, and Analyzed NPS & CSAT to oversee the overall service quality
  * Implemented and Directed follow-up courtesy call activity to understand key areas of satisfaction and dissatisfaction as the Close-the-Loop initiative
  * Cooperated cross-functionally with other operational departments/functions to support the achievement of customer experience outcomes.