Customer Support Operations Supervisor

Worked as a Call Center Agent, also known as a Travel Assistant, serving Garuda Indonesia customers.

Provided customer support as an outsourced employee of Infomedia Solusi Humanika.

Provided further assistance to Garuda Indonesia passengers in the Complaint Handling Officer role.

Handled customer complaints and supported passengers in resolving service-related issues.

Led a back-end support team to achieve KPI targets through communication, motivation, and strategic planning.

Facilitated escalation interactions to resolve complex customer issues efficiently. Received the Best Team Leader 2023 award from PCC135 and the Best Contact Center Supervisor award at Contact Center World 2024 APAC.

Managed teams and individuals to perform effectively under pressure while maintaining exceptional customer service standards.

Led team expansion from 120 to 300 employees and grew operations from one site to two sites, overseeing the operational expansion.

Led contact center support functions including quality management, knowledge management, ticket escalation, training, scheduling, analytics, and content creation.

Focused on optimizing preparation, execution, and review processes to strengthen contact center operations.

Manage and oversee complaint management operations for LinkAja's Business-to-Customer segment.

Ensure customer feedback and issues are resolved efficiently while advocating for the voice of users across the organization.

Bachelor of English Education with a GPA of 3.20/4.00.