A highly accomplished, skilled and knowledgeable Master of Science in Information System and Technology with solid background in credit card business

Seeking a position in an office environment, where there is a need for a variety of office management tasks including – computer knowledge, organizational abilities, business intelligence and database program use

Jan 2007 – Sept 2009
Walk-in Experience Manager
American Express Indonesia

Provided advice and help to customers using the products or services of the organization.
Issued compensations or refunds to customers and maintained accurate and timely records of correspondence or discussions with the customers.
Supervised customer service teams, educated in the organization’s products and services, and followed up on most current modifications.
Trained staff and employees to provide excellent customer service and participated in staff appraisals and recruitment process.
Developed customer service standards, policies and procedures for the organization and department.
Kept abreast of developments and changes in customer service field via pertinent journals, meetings and courses.
Analyzed data or statistics to identify the customer service level the organization is provided.

Mei 2005 – Jan 2007
Call Center Supervisor
PT Bank Danamon Indonesia

Attended, followed up and resolved customer complaints and questions.
Ensured that team members acquired appropriate support and training to apply the best job skills and knowledge.
Carried out performance measurements, monitoring, and evaluation of all agents and operators to improve efficiency.
Compiled and maintained lists of on-call and key schedules and personnel, and ensured that operators can use all lists as required.
Prepared and directed schedules, monitored attendance of operators, scheduled breaks and shifts as necessary.
Communicated solutions, successes, and opportunities to the customer service manager.
Practiced and ensured compliance with all of the organization’s policies and procedures.

Jan 2003 – Mei 2005
MIS & Workforce Planner Officer
PT Bank Danamon Indonesia

Proactively recommended training, overtime, and voluntary time-off based on the revision of scheduled global tests or IRP (Intraday Reports on Performance).
Partnered with various business units, QA and training personnel to schedule the necessary training and associate coaching to ensure the company’s commitment towards quality.
Reviewed current processes of scheduling and staffing and uncovered potential opportunities of improved efficiency, including schedule rotation, operation hours and staffing of agents for each individual facility.

10/09 – 04/12 Master of Science Majoring in Management Information Systems and Technology
Wilmington University – Wilmington, DE

09/92 – 10/97 Bachelor of Business Administration Majoring in International Business Management
Goldey-Beacom College – Wilmington, DE

Unleashing Your Supervisory Potential
Influential Techniques
Soft Skills Training – “Start Right, Stay Right
Call Center Performance Management
Statistical Analytical System
Working with Passion
Life Revolution
Customer Loyalty Workshop
Fundamentals of Authorization
Fundamentals of Visa Business