Naomi Permatasari Fachrudin
Customer Retention And Service Manager
Bandung
Summary
Seasoned Service Manager bringing 10 years of financial banking experience. Proficient in business practices, standards of operation and customer needs. Empowering leader with passion for developing teams with focus on exceptional service delivery and customer retention.
Overview
10
10
years of professional experience
Work History
Customer Retention and Service Manager
Astra Credit Companies
7 2017 - Current
- Led three departments (Underwriting, Service and Customer Retention), consisting of 60 people.
- Implemented strategies to increase customer service satisfaction ratings.
- Work closely with Head of Digital, CRM and Planning to develop the Customer Retention Strategy and Programs for Branch Retention activities.
- Ever achieved to lower Non Performing Loan from 3% to 0.8%, awarded as best Retention Sales Branch, achieved to break new record of 218 Customer Retention Booking Valid over the last 7 years.
Branch Collection Manager
Astra Credit Companies
05.2015 - 07.2017
- Handled assets of more than 1.1 trillion, approximately 9,300 customers.
- Achieved Non-Performing Loan under 0.5%, awarded as the best collection manager in DKI area.
Branch Operation Manager
Astra Credit Companies
01.2015 - 05.2015
- Managed department resources to meet operational needs while adhering to budgetary guidelines, and meeting quality
- Analyzed financial information, documents, and survey results to decide credit approvals and maintained booking quality.
- Achieved Non-Performing Loan under 0.7%.
Branch Collection Supervisor
Astra Credit Companies
11.2014 - 01.2015
- Collaborated with cross-functional teams to devise effective risk management strategies, minimizing potential losses from non-performing loans.
- Negotiated re-payment plans by investigating the cause of delinquent payments to help recover debt and meet deadlines.
- Achieved Non-Performing Loan under 0.45%.
Education
Bachelor of Arts - International Relation
Parahyangan Catholic University
02.2014
Skills
Customer Service Management
Customer Relationship Management (CRM)
Multitasking and Organization
Analytical Thinking
Risk Management
Team Leadership
Hospitality and Accommodation
Budget Control
Timeline
Branch Collection Manager
Astra Credit Companies
05.2015 - 07.2017
Branch Operation Manager
Astra Credit Companies
01.2015 - 05.2015
Branch Collection Supervisor
Astra Credit Companies
11.2014 - 01.2015
Customer Retention and Service Manager
Astra Credit Companies
7 2017 - Current
Bachelor of Arts - International Relation
Parahyangan Catholic University
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