Putri Kusumawardani
Jakarta
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
Work History
Regulatory and Media Consumer Specialist
PT Finaccel Digital Indonesia (FDI)
01.2023 - 11.2023
- Assist customers to carry out transactions if necessary and collaborate with the other divisions.
- Monitor all operational processes and procedures using existing adjustment management rules to ensure that the company meets all legal regulations and codes of ethics that have been regulated.
- Provide documents and reports to Regulator. (e.g.: Periodic Report to OJK).
Customer Resolution Analyst
PT Kredivo Finance Indonesia (Kredivo Group)
04.2022 - 12.2022
- Validated results and performed quality assurance to assess accuracy of data.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Guided acquisition process to capture projected cost and revenue synergies and move combined organization forward.
- Installed system updates to address vulnerabilities and reduce security issues.
- Identified and resolved problems through root cause analysis and research.
- Checking reports via JIRA.
- Follow up the reports to other division.
- Ability to identify, analyze, and solve complex issues quickly with logic and reason.
- Experience analyzing data and making solution based on observations.
- Call the user to report results by phone and email
Customer Service Executive
PT Finaccel Teknologi Indonesia (Kredivo Group)
09.2019 - 03.2022
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
- Employed comprehensive benchmarks to establish and monitor customer service standards.
- Described product and service details to customers to provide information on benefits and advantages.
- Escalated critical customer issues to supervisor immediately to avoid lost interest.
- Provided company information to customers upon inquiry and answered questions via phone, email, or online chat.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
Phone Banking Officer
PT Mitracomm Ekasarana (Halo BCA)
07.2018 - 09.2019
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Used CRM system daily to maximize service opportunities and enhance communication.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
- Improved customer satisfaction by going above-and-beyond to answer questions and offer expert support.
- Familiarity with CRM systems and practices.
- Customer focus and adaptability to different personality types.
- Ability to multi-task, set priorities and manage time effectively.
- Following call center “scripts” when handling different topics.
- Identifying customers’ needs, clarify information, research every issue and providing solutions.
- Broad knowledge of banking, systems, regulations and procedures.
Education
Bachelor of Science - Public Administration
Sultan Ageng Tirtayasa
Serang, Indonesia01.2018
Skills
- Customer Segmentation
- Complaint Handling
- Brand Awareness
- Cross-Selling and Upselling
- Client Relationship Management
- Pricing Analysis
- Strategic Planning
- Customer Service
- Decision-Making
- Customer Presentations
- Public and Media Relations
- Analytical Thinking
- Customer Complaint Resolution
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Regulatory and Media Consumer Specialist
PT Finaccel Digital Indonesia (FDI)
01.2023 - 11.2023
Customer Resolution Analyst
PT Kredivo Finance Indonesia (Kredivo Group)
04.2022 - 12.2022
Customer Service Executive
PT Finaccel Teknologi Indonesia (Kredivo Group)
09.2019 - 03.2022
Phone Banking Officer
PT Mitracomm Ekasarana (Halo BCA)
07.2018 - 09.2019
Bachelor of Science - Public Administration
Sultan Ageng Tirtayasa
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