T BELLA SAHIRA
Bachelor Of Psychology
Jakarta
Summary
Experienced and enthusiastic Telemarketer with excellent customer service and marketing skills.
Overview
8
8
years of professional experience
Work History
Telesales Team Leader
PT Carbay Service Indonesia ( Oto.com)
South Jakarta
12.2023 - 03.2024
- Manage team member 3-4 agents every month
- Monitoring process of work (Briefing, Evaluation, Coaching bottom performance)
- Make Report by G-Sheet (Report daily and monthly to Supervisor)
- Call monitoring ( 1 Hour talking time/day, with connected rate 20% by database)
- Review calling agents by quality control scoring and regulation
- Reviewcall scripts to maximize lead conversion rates and minimize customer objections.
- Implemented upselling techniques to bottom performance agents
- Set up attendance agents according to schedule
Telemarketing Team Leader
PT Indonesia Finfopia Technology
South Jakarta
02.2020 - 11.2023
- Manage team TSO (Telesales Operational) 15-17 member every month
- Set up daily and monthly targets with KPI based on average (sales number, and quality score with minimun 80%/month)
- Monitor and optimize TSO utilization for productivity (break/lunch, call time, etc)
- Ensure team follow rules based on Code of Conduct. (Conduct daily group briefing and 1-1 coaching)
- Report performance an hourly, daily, weekly, and monthly result final report to Manager
- Manage TSO attendance, and lateness ( report to manager)
- Listen TSO recordings to ensure they deliver the expected guality
- Flooring, to get what situation happening on the floor
Call Center Team Leader
PT Alfa Fintech Indonesia (Kredit Cepat)
South Jakarta
09.2017 - 11.2019
- Collaborated with other departments to resolve complex customer issues, ensuring overall company success and client satisfaction.
- Coached and mentored team members for improved performance, resulting in increased call handling efficiency and reduced wait times.
- Maintained accurate records of team metrics and performance data, using insights to drive continuous improvement efforts across the call center operation.
- Implemented new call center strategies and procedures, leading to enhanced productivity and customer service quality.
- Managed scheduling and shift rotations and optimal call center performance.
Staff Underwriting
PT Home Credit Indonesia
South Jakarta
08.2016 - 08.2017
- Contact Customer and emergency customer to process the loans
- Analyzed credit, title documents, and appraisals during underwriting process.
Education
Bachelor of Science - Psychology
Mercu Buana University
Central Jakarta 04.2001 -
Skills
Timeline
Telesales Team Leader
PT Carbay Service Indonesia ( Oto.com)
12.2023 - 03.2024
Telemarketing Team Leader
PT Indonesia Finfopia Technology
02.2020 - 11.2023
Call Center Team Leader
PT Alfa Fintech Indonesia (Kredit Cepat)
09.2017 - 11.2019
Staff Underwriting
PT Home Credit Indonesia
08.2016 - 08.2017
Bachelor of Science - Psychology
Mercu Buana University
04.2001 -