Summary
Overview
Work History
Education
Skills
Timeline
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T BELLA SAHIRA

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)
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
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)
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
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

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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 -

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T BELLA SAHIRABachelor Of Psychology