Professional Summary
Strategic Operational Manager & Customer Service Leader with 7+ years of experience in business process outsourcing, vendor management, and customer operations. Proven expertise in large-scale team leadership (200+ employees) as well as direct management of service teams (35 staff), workforce planning, payroll administration, and KPI/SLA monitoring (including CSAT and NPS). Skilled in escalation management, process optimization, and the design of scalable SOPs that improve efficiency, reduce costs, and enhance customer experience. Adept at leveraging CRM systems (Salesforce, Qontak, BitbyBit, Cekat) and data-driven reporting to drive operational excellence. Recognized by C-level executives for cross-functional contributions, including support for HR and General Affairs (GA) teams in strategic initiatives and organizational development.
· Delivered customer service excellence with a 5/5 service rating across 800+ rides.
· Enhanced time management, adaptability, and problem-solving skills in fast-paced environments.
· Interacted with diverse customers, building empathy and conflict resolution capabilities.
· Directed communication and reporting between Assistant Vice President and Collection & Secretary Teams nationwide.
· Monitored KPI and SLA compliance across multiple teams, consistently achieving over 95% adherence.
· Produced and analyzed monthly financial, operational, and payroll reports.
· Worked with Employee Relations team on recruitment, training, and performance management initiatives.
· Managed 35 staff (5 Team Leaders, 2 QA, 28 CS) across live chat, outbound, and marketplace operations.
· Implemented SOPs and KPIs, achieving a 20% reduction in response time and improved CSAT performance.
· Oversaw operational alignment with marketing campaigns to ensure product and service availability.
· Reduced escalations by 15% through root cause analysis and team coaching initiatives.
· Supported C-level executives by assisting the GA team in strategic and organizational improvements.
· Monitored service levels for email and live chat operations in real-time.
· Created daily and hourly KPI performance reports for management oversight.
· Coordinated recovery action plans during high-volume surges, reducing customer wait time by 20%.
· Supervised operational team members through rostering, coaching, and monitoring.
· Maintained 100% SLA compliance while driving improvements in productivity and quality.
· Worked with RTFM team to control traffic spikes and avoid service disruptions.
· Handled 50+ customer inquiries daily via email and chat, achieving over 90% resolution rate.
· Acknowledged as a consistent KPI achiever and contributor to improved service processes.
Operations & Business Process Management