Pinky Uli Andiniputri

• Led learner operations and customer experience in high-volume education environment, utilizing data and systems to enhance efficiency and learner satisfaction.
• Resolved problems, improved operations, and provided exceptional service.

Key Achievements:

• Managed end-to-end experience for 3,000+ active learners, maintaining a 94% customer satisfaction (CSAT) score
• Led, mentored, and developed an 8-member learner services team, driving performance and service quality
• Conducted structured performance reviews and 1:1 coaching, building a high-performing and collaborative team culture
• Designed and implemented a retention framework using Salesforce CRM, reducing student churn by 18% year-over-year
• Optimized Salesforce workflows to centralize data and improve processes, reducing case resolution time by 35%
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Defined and tracked operational KPIs across the learner journey, contributing to a 25% increase in course completion rates
• Strengthened communication skills through regular interactions with others.

• Managed high-volume admissions operations and applicant experience, ensuring efficiency, accuracy, and strong customer satisfaction across the full application lifecycle.

Key Contributions & Achievements:

• Coordinated end-to-end processing of 7,000+ applications, ensuring timely handling aligned with institutional standards
• Maintained a 95% SLA compliance rate with responses delivered within 24 hours, delivering consistent and reliable applicant communication
• Delivered high-quality customer support across all stages of the admissions journey, enhancing overall applicant experience
• Led application conversion initiatives, including outbound call campaigns and one-on-one consultations
• Prepared and presented weekly admissions reports to senior leadership, supporting data-driven decision-making
• Ensured adherence to admissions policies and regulatory requirements while identifying process improvement opportunities
• Managed and maintained student data systems, ensuring accuracy, compliance, and proper documentation
• Collected and verified applicant references and supporting documentation to support complete and accurate evaluations
• Conducted comprehensive training sessions for admissions staff, enhancing their knowledge of institutional policies and procedures.
• Evaluated performance metrics regularly, identifying areas for improvement within the admissions department''s operations.

• Acted as the primary liaison for all key clients, resolving inquiries and managing service requests to ensure top-tier client satisfaction.
• Oversaw facilities and equipment maintenance, coordinating with vendors to minimize operational downtime and maintain a high-standard workplace.
• Controlled inventory management and established proactive supply ordering systems, reducing office supply overhead costs.
• Controlled inventory management and established proactive supply ordering systems, ensuring consistent availability of office supplies.
• Oversaw facilities and equipment maintenance, coordinating with vendors to reduce operational downtime and uphold workplace standards.
• Executed logistical strategies for corporate events and travel arrangements for senior leadership, facilitating seamless operations.
• Provided cross-departmental administrative support, streamlining resource allocation across multiple projects to meet tight deadlines.
• Reported directly to the Director of Operations, delivering data-driven administrative insights that supported high-level decision-making.
• Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.

• Oversaw admissions and enrollment processes, integrating customer advisory, CRM optimization, and data-driven strategies to enhance conversion and family satisfaction.
• Served as the primary point of contact for 1,000+ prospective families annually, delivering personalized advisory and a high-quality first impression
• Achieved a 30% inquiry-to-enrollment conversion rate by effectively communicating the value of the Nord Anglia Education (NAE) curriculum
• Managed inbound and outbound inquiry pipelines with structured follow-up strategies, ensuring timely and personalized follow-ups to maximize enrollment outcomes
• Designed and conducted tailored campus tours, aligning school offerings with each family’s educational needs
• Utilized Salesforce CRM to track leads, optimize follow-up workflows, and maintain detailed engagement history
• Generated enrollment forecasts and analytical reports to support leadership decision-making and resource planning
• Guided families through the full enrollment journey, ensuring a smooth and supportive onboarding experience
• Conducted exit interviews for departing students, gathering feedback to improve the overall admissions experience for future applicants.

• Managed major Collection project, driving the recovery of outstanding accounts receivable from high-profile corporate and government vendors (e.g., HERO, Kemdikbud, TNI AD, BFI Finance).
• Monitored end-to-end collection timeline, overseeing document collection, signature approvals, invoice distribution, and final cash-in/adjustments to ensure timely recovery of outstanding accounts.
• Maintained consistent vendor communication and built strategic relationships with key client accounts to accelerate financial resolutions.
• Maintained vendor communication and built strategic relationships with key client accounts, facilitating faster financial resolutions.
• Participated in high-level client briefings, capturing critical details and technical requirements to ensure seamless service delivery.
• Generated complex recapitulations and legally binding delivery certificates (Berita Acara Serah Terima - BAST) to ensure full operational compliance.
• Developed weekly and monthly progress reports, converting raw transactional data into structured executive summaries for leadership review.
• Attended strategic internal and external meetings, documenting minutes and action items, and driving follow-ups to ensure project milestones were met.

• Managed school operational budgets, monitored expenditures, and ensured cost-effective financial management.
• Prepared and submitted regular operational, attendance, financial, and administrative reports to management.
• Managed and maintained the school database, ensuring accurate and updated student, staff, and operational records.
• Recommended operational improvements and process enhancements based on daily operational findings.
• Organized the ordering, inventory management, and distribution of school materials, learning resources, stationery, classroom supplies, and operational necessities.
• Recommended operational improvements and process enhancements to increase efficiency based on daily operational findings.
• Reported parents’ invoice payments and coordinated closely with the Finance team.
• Served as Secretary for the Parent Support Group and coordinated communication between parents and school management.
• Coordinated Co-Curricular Activities with vendors, teachers, and parents to ensure smooth program execution.
• Coordinated Co-Curricular Activities with vendors, teachers, and parents, ensuring timely execution and alignment with school objectives.
• Arranged meetings between parents, teachers, and school principals.
• Assisted the School Principal with day-to-day operational and administrative tasks.
• Handled telephone duties, WhatsApp communications, emails, message-taking, and appointment scheduling.
• Managed school inventories, equipment records, petty cash, cash advances, and event financial realizations, ensuring accurate tracking and reporting using Oracle System.

• Managed petty cash and cash flow registers, ensuring accurate recording of all transactions to uphold financial control.
• Maintained 100% accurate student financial ledgers, ensuring all billings and payments were systematically posted and up to date.
• Administered student payouts, accurately processing overpayment refund checks, stipends, and institutional scholarships.
• Monitored and recovered outstanding tuition fees, notifying active students of past-due balances to minimize the company's Days Sales Outstanding (DSO).
• Monitored and recovered outstanding tuition fees, notifying students of past-due balances to reduce Days Sales Outstanding (DSO).
• Managed collection processes for inactive student accounts, handling internal escalations and referring delinquent accounts to external collection agencies.
• Acted as the primary point of contact during the onboarding process, managing communications including enrollment confirmations, reminders, and entry examinations.

• Managed complete inquiry lifecycle as first point of contact for walk-ins, phone calls, emails, and event inquiries for all degree, diploma, and certificate courses, enhancing prospective student engagement.
• Launched targeted SMS and email marketing campaigns to engage prospects and promote upcoming intake dates.
• Coordinated with Finance department to process application fees and verify receipts, ensuring accurate and timely finalization of student enrollments.
• Facilitated the student registration process, overseeing the sale, completion, and internal processing of application forms.
• Managed payment collection workflows, actively following up on outstanding tuition fees with degree, certificate, and short course students.
• Served as the primary liaison for short course students, handling enrollment confirmations, class cancellation announcements, and certificate distributions.
• Executed targeted offline campaigns through strategic poster placements and flyering, increasing local brand visibility and awareness among potential students.
• Executed targeted offline campaigns through strategic poster placements and flyering to boost local brand visibility.

• Conducted in-depth industry research to align talent matches with client business models, operational needs, and corporate cultures.
• Built relationships with key client stakeholders to foster trust and support ongoing recruitment partnerships.
• Executed targeted headhunting strategies, identifying and approaching high-potential candidates for specialized vacancies.
• Built and nurtured relationships with key client stakeholders to foster trust and facilitate ongoing recruitment partnerships.
• Received and meticulously reviewed resumes, evaluating applicant qualifications against rigorous client criteria.
• Coordinated and managed interview schedules, shortlisting the top-tier candidates for final employer evaluations.