Yoko Prasetyo

Ensure that the Quality Performance of the Singapore TNS team and meets the requirements and expectations of client and initiate directions and objectives to do so. Manages the monitoring, measurement, review and audit of internal processes and controls specifically applicable to / and designed for client. Works with operation team in following the Quality mandates that will prevent errors in the processes. Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

Supports the head of division and management team in promoting a culture for quality assurance and enhancement and acts as primary contact person within the unit for all quality-related queries. Develops and maintains strong working relationships between the Operations team and the quality team on quality related issues and provides coaching, direction and mentoring to members of the quality team. Monitors implementation of all QA’s SOP through regular meetings of the quality team and assigns responsibility to staff for identified actions

Ensures that audits take place in line with schedule and regularly review audit schedule to ensure all audits are conducted within the required timeframe. Managing process of client's project, assess them in accordance with the Policy Compliance guidelines and take action to apply the appropriate policy. Demonstrates strong problem solving capabilities and assist agents in case of any issues through logical reasoning

Responsible for providing technical assistance and support related to computer systems, hardware, or software. Responds to queries, runs diagnostic programs, isolates problem, and determines and implements solution. Increased first call resolution rates with thorough understanding of company systems, applications, and infrastructure.

Manage client’s account by optimizing, maintaining and optimizing the campaign performance through tracking, reporting and analyzing website analytics and PPC initiatives and campaigns. Perform ongoing keyword discovery, expansion and optimization through research and implement search engine optimization recommendations. Drive traffic to websites using a variety of methods to ensure content appears high on search rankings by developing a density of desired keyword on page Research popularity of sites linking to page

• Accomplishes customer service human resource objectives by selecting, orienting, training, assigning, scheduling, coaching, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
• Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes and ensure the smooth running of operations division.

Provides daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner. Provides continual evaluation of processes and procedures. Shares continual responsibility for deciding how to manage the employees, ensuring calls are handled efficiently and effectively.

Attracts potential customers by answering product and service questions; suggesting information about other products and services. Opens customer accounts by recording account information. Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.

Demonstrate and explain products, methods, or services in order to persuade customers to purchase products or utilize services. Provide product information, using brochures, leaflets, poster, and/or slide shows. Suggest specific product purchases to meet customers' needs.

Served as Campus Chief under the guidance of DiGi appointed Campus Advisors. Channeled sponsorship opportunities to DiGi, and acted as liaison with Majlis Perwakilan Pelajar (Student Representative Council) to enable DiGi’s participation in the Digi’s events.