Utami Septiani
Palembang
Summary
Bringing strong problem-solving skills and natural ability to connect with people, I excel at fostering positive customer relationships and resolving issues efficiently. My background in team collaboration and training new staff members highlights commitment to fostering supportive work environment. With focus on empathetic communication and proactive service, I am ready to contribute to and lead customer-focused team.
Overview
12
12
years of professional experience
Work History
Customer Service Supervisor
PT Bank Mandiri (Persero) Tbk
Palembang, Indonesia
04.2013 - 09.2025
- Assisted customers with product-related questions, feedback and complaints.
- Maximised customer satisfaction by resolving service issues promptly.
- Oversaw customer account inquiries, accurately providing information to resolve service complaints and guarantee customer satisfaction.
- Maintained accurate records of customer interactions, detailing inquiries, comments, and resolutions for future reference.
- Maintained up-to-date knowledge of industry developments, applying best practices to enhance service quality.
- Monitored email to promptly collect and respond to complaints.
- Assisted in fulfilment of customer orders placed in person, via email, online and by telephone.a email, online and by telephone.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.turing timely resolution to drive client retention.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.anges to service offerings based on collective insights.
- Served as point of escalation for complex customer issues, capturing timely resolution to drive client retention.er needs, driving sales through informed recommendations.
- Facilitated seamless returns and exchanges, adhering to company policies while prioritising customer convenience.
- Implemented feedback gathering mechanisms, improving service delivery and enhancing customer experience.
- Reviewed and updated service protocols regularly, ensuring compliance with regulatory standards and industry guidelines.
- Engaged in continuous professional development to stay abreast of industry best practices and emerging customer service technologies.
- Negotiated with suppliers to secure advantageous terms for customer service tools and resources.
- Led development and implementation of customer service policies to improve client satisfaction levels.evels.
- Managed team of customer service representatives, providing training and support to enhance service quality.
- Supervised staff recruitment, interviewing, selecting and onboarding.
- Managed employee relations, addressing grievances and conflicts to foster a positive work environment.
- Administered payroll operations, ensuring accurate and timely processing of salaries and benefits.
- Monitored and reported on service effectiveness, improving company efficiency.
- Evaluated and resolved employee performance-based claims and harassment incidets.
Education
Master of management
universitas Muhammadiyah
Palembang, SS01-2015
Information Systems
universitas sriwijaya
Palembang, SS01-2012
Skills
- Customer relationship management
- Service quality improvement
- Team leadership
- Data analysis
- Performance management
- Process optimization
- CRM implementation
- Employee training
- Customer feedback analysis
- Customer focus
- Stakeholder negotiation
- Computer literacy
- Staff training and development
- Attention to Detail
- Staff mentoring
- Performance monitoring
- Motivational leadership
- Leadership excellence
- Business management
- HR and recruitment
Timeline
Customer Service Supervisor
PT Bank Mandiri (Persero) Tbk
04.2013 - 09.2025
Master of management
universitas Muhammadiyah
Information Systems
universitas sriwijaya