Astrini Messalina

I have honed my skills in handling customer interactions, enter customer data, ensuring compliance with procedures, and maintaining data accuracy. 

My career journey reflects a strong commitment to operational excellence and customer satisfaction.

I am a person who has a desire to always learn, hard worker, honest, responsible and able to work in a team.

WORK EXPERIENCE

May 2005 - June 2010 as a Desk Collection Officer
- Handle customers by phone.
- Ensure to speak with customers, provide total bill information and ensure when customers will make payments.
- Offers payment relief for total outstanding.
 

June 2010 - October 2014 as a Call Monitoring and Quality Assurance Call Center
- Listen to the recording of the conversation between the call center officer and the customer who called the call center.
- Ensure that conversations between call center officers and customers are in accordance with procedures.
- Ensure that questions, requests or complaints from customers have been handled by the call center officer in accordance with procedures.
- Provide rewards for call center officers if they handle customers well or punishment if they provide incorrect information.
- Checking the applicable procedures, making updates if there is new information.
- Prepare data if requested for audit purposes.
 

October 2014 - December 2024 as a Retail Account Services and Lending Officer
- Checking/screening form opening savings and investment accounts.
- Input customer data according to the form into the bank system (zero error).
- Ensure customer data is in accordance with the form then create a bank account and ATM also.
- Analyze, check and reply to emails if there are questions or complaints from related branches or units.
- Preparing data reports on customers who open savings or investment accounts for daily, weekly and monthly periods.
- Perform system testing if there are updates to the related system.
- Conducting reviews and updates on procedures in the retail account services unit.
- Create and review SOP for team purposes.

Graduated from Maranatha University Bandung majoring in Psychology (S1).