Putri Esthi Palupi

Driving Measurable Impact through Customer Experience & Service Excellence

• Standardized and optimized the existing call centre by introducing structured processes, transparent budgeting, and measurable KPIs, achieving >90% SLA, 90% FCR, and improving AHT by 100% within the first year.
• Ensured consistent quality across all client touchpoints, delivering 80% CSAT and a +50 NPS.
• Increased lead-to-conversion rate by 30% through targeted product and clinic recommendations.
• Reduced contraceptive drop-out rate by 25% via personalized family planning method recommendations.
• Converted 70% of complaints/side-effect cases into repeat users, strengthening loyalty and retention.
• Designed and implemented a structured client journey with Day 3, 7, and 30 follow-ups, resulting in 40% higher client retention and adoption of family planning methods.
• Expanded client access and boosted pharmacy-channel sales by partnering with 50+ pharmacy networks.
• Executed public outreach in major malls and crowded urban areas, boosting Halo DKT brand visibility by 35%
• Established cross-functional teams for improved communication between departments and better customer experiences.
• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.

• Company policy holder in terms of service standards blueprint in all business units
• Act as an ambassador for customer at the venue
• Providing and re-design operational excellence to all front liners and ancillary medical affairs
• Developing training program collaborate with corporate human capital
• Providing comprehensive complaint management system that can find the root cause, escalate the process, make the complaint handling process run smoothly, monitor the duration of complaint resolution and plan recovery services for customers
• Collecting, monitoring feedback from customers and act as decision maker to create better customer experience in the future

• Service Excellence Standard of Grooming & Behaviour Policy Holder
• Ensure hospital units gain the same sense and awareness of their own appearance, grooming and behaviour when they are in Siloam Hospital area as a Siloam's representative
• Cultivating service DNA culture
• Customer relation end to end process
• Service blueprint
• Front Office Transformation
• Revamping grooming, uniform and all front office appearance
• Providing soft skill training (front office areas & English course)
• Hospital Unit Audit/Assessment
• Train the trainer program
• Hospital unit services coaching & auditing
• Unified Digitized Ecosystem
• Transforming an inquiry escalation process
• Transforming patient feedback form, from manual paper feedback to the efficient, integrated, and reliable digital forms
• Transforming patient data from all resources to the one Customer Relation Management (CRM) big data system
• Contact Center Transformation
• Managing daily operations of contact center Siloam Hospitals Group
• Make sure Patients/Customers have a reliable and trustworthy channel in Siloam's public appointment center and website when they need to make any enquiries related to Siloam Hospitals.
• Make sure 100% incoming enquiries are respond back to patients/customers, escalated to the right parties in timely manner. Ensure a clear protocol and guidelines of handling quiries from 'contact us' provided to all hospital (40 units).
• Ensure 100% of the protocol is implemented by all hospital units.
• 100% of enquiries (cases) are properly close in timely manner.
• Awareness of Service Excellence Culture in Siloam Hospitals Group
• Stand as Siloam "Service Champion" in driving service excellence culture across Siloam Hospital Group and advocating patients centricity mindset to all stakeholders.
• Ensure all new employees are broadly informed about service excellence culture (Program Orientasi Umum, Pre-opening Hospital Unit Team, Faculty of Nursing Universitas Pelita Harapan Students and Siloam Hospitals Head Office existing employee)
• In the midst of pandemic situation, the learning session transform into online platform. All practical training activities are visualized through fun learning videos

• Assist management of daily Front Office operations and work with customers and guests as part of a project used to demonstrate capabilities required in the hotel management sector.
• Responsible for managing the first impressions of our guests and, therefore, must perform the following tasks to the highest standards
• Supervise the efficient operations of reception including check in and out procedures
• Support team members in handling guest requests and inquiries to ensure a positive outcome is achieved
• Ensure that both the Front Office Manager and Reception Supervisors are kept fully aware of any relevant feedback from Guests and/or other departments
• Demonstrate a high level of customer service at all times
• Advise team of any special events or VIP Guests in the hotel for events or for general accommodations
• Adhere to company credit limit/floor limit policies
• Allocate rooms to be expected arrivals after checking the guests preferences and special requests.
• Understand thoroughly all hotel room categories, room rates, packages, promotions and other general product knowledge necessary to perform daily duties
• Monitor the appearance, standards and performance of the Front Office Team with an emphasis on training and teamwork
• Maximize room occupancy and use up-selling techniques to promote hotel services and facilities.
• Ensure Team Members have a current knowledge of all room categories, room rates, packages, promotions, local area and other general product knowledge necessary to perform their duties
• Demonstrate positive leadership characteristics, which inspire Team Members to exceed standards.
• Supervise PABX equipment including assisting incoming and outgoing calls, setting wake up calls, enabling DND (Do Not Disturb) and paging for in house guests.
• Cross check all billing instructions are correctly updated.
• Control cash transactions at the front desk and maintains complete responsibility for personal bank as specified by hotel bank agreement policy.
• Supervise airline crew and others group check in and check out.
• Supervise the operations of the front office to ensure an optimal level of service and hospitality is provided to the guests.
• Ensure front office log book is always updated and everyone in front office has fully understood all information that given by the leaders.
• Ensures safety by following guest check in and security procedures and reporting suspicious activity to security, manager, GM or MOD.
• Act in accordance with fire, health and safety regulations and follow the correct procedures when required
• Act in accordance with policies and procedures when working with front of house equipment and property management systems.
• Follow and adhere to Accor brand standards
• Assist other departments wherever necessary and maintain good working relationships with Team Members.

• Rooms Controller Management 2015 - 2017
• Senior Front Office 2014 - 2015
• Executive Lounge Assistant 2013 - 2014