Wa Ode Anastasia Septiana

A competent, detail-oriented Customer Support Operation who is known for coordinating Customer Service workflows while maintaining consistently high levels of customer satisfaction. Strives to meet all client expectations in fast-paced, virtual situations by following defined policies and procedures. An excellent team-work with 2 years of extensive experience in establishing a productive, well-organized atmosphere, resolving difficulties, cultivating relationships to ensure loyalty and growth, and building strategies to provide high-quality customer assistants. Exceptional organizational and administrative skills, as well as a commitment to complete client satisfaction. 

Customer Service Specialist (Tier 2)
May 2021 - August 2021
- Handling and solving 40 - 60 cases per day including Inbound calls, Outbound calls, messages, and emails. 
- Giving solutions to customers' inquiries.
- Answering customer's questions
- Reaching out to B2B partners to contribute to client's business development

Senior Customer Support
August 2021 - February 2021
- Assisting Customer Service agents to handle Inbound calls, outbound calls, messages, and emails properly.
- Monitoring agent's workflow
- Making daily Reports to the client
- Conducting a briefing regarding any updates or the latest SOP for handling customer inquiries
- Ensuring all agents achieve the daily productivity set by the client
- Report any feedbacks from customers and B2B partners to improve client services.

Real-Time Floor Monitoring (RTFM) 
February 2022 - Recent 
- Monitoring the traffic of incoming inbound calls, messages, and emails. 
- Managing jobs of more than 100 agents
- Ensuring agent's KPI achievement
- Maintaining business performance 
- Making daily, weekly dan monthly reports to the client
- Maintaining KPI B2B to client
 

• Sultan Agung Islamic University 

Bachelor of Education

• Dong Seo University 

Short course Asia Summer program (ASP) 2018.  July - August 2018