- Monitor performance and traffic of customer service inquiries from various channel (Call Center, In-app live chat, Social Media, and Escalations) - Monitor agent performance, give coaching and feedback for improvement - Coordinate with BPO or CS Outsourcing regarding agent capacity needs and floor issue - Conduct discussion and calibration with CRM and Service Quality Assurance for the sake of continuously improving customer service workflow for a better customer experience. - Periodically checking tools that support CS teams' productivity by distributing, identifying and providing regular training for tool usage - Analyzing customer pain points and Initiating recommendations to other departments for product and service improvement based on the voice of customer - Preparing weekly and monthly CS report - Preparing monthly and quarterly CS complaint handling for regulatory needs (BI and OJK) - Report directly to Head of CSM Unit Achievement : - Setting up from scratch for Quality Assurance cycle documentation (Tracker, formulations, methodology) - Representing company at The Best Contact Center Indonesia 2022 Win Gold for The Best Contact Center Operations and Silver for The Best Customer Experience

- Managed Contact center operations of OYO Rooms Project from various channel (Call Center, Live chat, Social Media, Inbound Sales, and Escalations email with approximate 90+ Man power - Maintained strong relationship with client from OYO Rooms Indonesia - Coordinated with clients in terms of workforce planning and floor issues - Conducted calibration and discussion with Service Quality Assurance, Trainer, Supervisor, Team leader, Real time floor monitoring, Customer data analyst, for the sake of aligning and monitoring operational performance - Regularly conduct weekly and monthly meetings with internal and existing clients in both Indonesia and India Achievement : - Setting up contact center OYO from scratch, workflow, handbook, training agent (Consistently maintained CSAT >90 in monthly basis)

- Supervised day to day contact center operations of OYO Project from various channels (inbound and outbound, email escalations, Social media, and Live Chat) - Maintained and monitor of OYO Indonesia operations project. - Created a strategy to improve performance of OYO Indonesia project and give the best solution for client (OYO) - Reported to Operations Manager. Supervise 6 Team Leader,5 Quality Assurance, 1RTFM, 1 CDA, 1 Learning and development.

Supervised 15 customer service agent (email and inbound) Monitored daily performance, coached and feedback agent. - Maintained daily operations performance, ensured daily agent transaction was on track. - Prepared weekly and monthly report Performance Reported to Operation Supervisor and Manager.

- Supervised 12 Outbound call agents to ensure their work reached the target of KPI. - Forecasted and setup team schedule. - Monitored, Coached and feedback Call center agent performance. - Prepared daily, weekly, monthly report for outbound process. - Reported to Call Center Manager.

- Made outbound calls to customer regarding prechecked in confirmation (after booking process). - Assisted AGM to confirm guest arrival. - Coordinated with sales team to follow up their transactions. - Ensured daily after booking process keep on track. - Ensured there was no untouched data of after booking

- Handled daily incoming chat, inbound calls from customers, identified and fulfill their needs. - Processed and solved every single tickets from incoming chat and inbound calls through zendesk system accurately. - Created a ticket report to related escalations team if there is any urgent case and hard complain.