Diah Ayu Pusparini
Team Leader Customer Service
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking Customer Service Representative Supervisor maintains and enhances customer service by delivering systems and procedures and supervising staff. Communicative and responsible team leader builds productive and positive relationships with employees and customers to improve retention and loyalty. Consistently promotes company values and culture through all interactions.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative Supervisor
TELEPERFORMANCE INDONESIA
11.2023 - Current
- Championed a culture focused on delivering exceptional customer experiences, resulting in higher levels of client satisfaction and retention.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Managed high call volume while maintaining exceptional quality standards in line with company expectations.
- Supervised large teams with guidance, support and direction for high-quality customer care.
- Measured and improved customer satisfaction through feedback surveys and analysis.
- Implemented company policies and procedures for professional, cohesive customer care.
- Assessed customer service data to identify and address improvement opportunities.
- Played an active role in continuous improvement initiatives aimed at optimizing service delivery processes.
Team Leader - CRM Operations
MITRACOMM EKASARANA
03.2018 - 09.2023
- Collaborated with other departments to develop streamlined processes for seamless customer interactions.
- Analyzed data to uncover insights and identify key opportunities to inform strategic decisions.
- Established clear goals for the team, providing direction and motivation towards achieving those objectives.
- Optimized workflows for increased productivity, resulting in better overall team performance.
- Enhanced customer satisfaction by addressing concerns promptly and resolving issues effectively.
- Conducted regular reviews of team performance metrics, identifying areas requiring improvement or development opportunities.
Customer Care Representative
PT MITRACOMM EKASARANA
01.2018 - 03.2018
- Assisted call-in customers with questions and orders.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Maintained up-to-date knowledge of product and service changes.
- Logged call information and solutions provided into internal database.
- Responded to customer needs through competent customer service and prompt problem-solving.
Education
Bachelor of Science - Public Health Education
University of Diponegoro
Semarang 04.2001 -
Skills
Employee Retention
Event Coordination
Employee Supervision
Staff Monitoring
Documentation and Recordkeeping
Relationship Building
Team coaching
Customer Service
Certification
Virtual Assistant SGB VA- Jan-Mar 2024
Timeline
Virtual Assistant SGB VA- Jan-Mar 2024
01-2024
Customer Service Representative Supervisor
TELEPERFORMANCE INDONESIA
11.2023 - Current
Team Leader - CRM Operations
MITRACOMM EKASARANA
03.2018 - 09.2023
Customer Care Representative
PT MITRACOMM EKASARANA
01.2018 - 03.2018
Bachelor of Science - Public Health Education
University of Diponegoro
04.2001 -