Sabna Ainazah

My name is Sabna, and I'm 24 years old. I earned a Bachelor's degree in Management from Sekolah Tinggi Ilmu Ekonomi BPD Jawa Tengah in March 2020 and a Master's degree in Management from Universitas Muhammadiyah Surakarta in September 2023. I worked as a freelance data validator at Infomedia Company for 12 months, where I also had the opportunity to resolve customer issues. Due to my interest in problem-solving within a customer service context, I joined PT Mitracom Ekasarana in September 2022 as a customer service specialist for Tokopedia. At Tokopedia, I specialized in addressing problems raised by both loyal customers and those with more challenging complaints. I have a strong ability to manage my time efficiently, as evidenced by my current ability to work and pursue a Master's degree in Financial Management at Universitas Muhammadiyah Surakarta since 2022. Currently, I am seeking new opportunities in the field of Education.

Experience

1.  BANK JATENG KCP PASAR KOTA JEPARA - Internship

• Responsible for the management of public funds storage and distribution to individuals in need.
• Promoting and selling products and services, including loans and investments.
• Conducting credit analysis for potential customers before disbursing financing.

2020 PT Infomedia Nusantara - Freelancer

• Validating user data for the LinkaAja application.
• Analyzing whether user data complies with the requirements.
• Compiling user data on a weekly basis.

2020 - Present PT Mitracom Ekasarana - Customer Care Tokopedia

Logistics Trainer Assistance

• Conducting one-on-one or group sessions to explain the workflow to new employees.
• Providing guidance and conveying product knowledge to new employees.
• Assessing new employees.

ECT (Effective Closed Ticket) PIC

• Analyzing whether cases have been resolved satisfactorily and ensuring that users are satisfied with Tokopedia's service, whether through calls or chats.
• Analyzing whether the case complies with SOP and closing the case if the issue has been resolved satisfactorily.

Courier PIC

• Coordinating with couriers working with Tokopedia, whether through WhatsApp or Partner Chat.
• Handling the reporting of courier-related issues, analyzing and managing the reports until they are resolved.

Ensuring customer satisfaction and providing highly satisfactory ratings

BPD Central Java School of Economics

Bachelor of Management - GPA 3.54/4.00

Final Project: “Determinants of Bid-Ask Spread in LQ45 Stock”

Muhammadiyah University of Surakarta

Master of Management - GPA 3.83/4.00

Final Project: “Efficiency Analysis of Islamic Banking: A Comparison between Indonesia and Malaysia Before and During the Covid-19 Pandemic Using Data Envelopment Analysis (DEA)”