Radyusman Rajagukguk, SE, MM

Lembah Hijau Blok C 17 no. 7

RT 009 / RW 013, Depok
Telephone: 085213000068 / 089613774174
E-mail: radyusman.r@gmail.com / rayborland_lobbuz@yahoo.com

CURRICULUM VITAE

PERSONAL DETAIL

Full Name : Radyusman Rajagukguk

Place/Date of birth : Jakarta / April 08th, 1984
Gender : Male
Religion : Catholic
Status : Married
Nationality : Indonesia
Address : Lembah Hijau Blok C 17 no. 7 RT 009 / RW 013 Mekarsari, Cimanggis - Depok
Telephone : 085213000068 / 089613774174
Email : radyusman.r@gmail.com / rayborland_lobbuz@yahoo.com
Health : Excellent
High and Weight : 165 cm / 80 kg

EDUCATIONAL BACKGROUND

Graduated from Elementary School at SD. Pekayon 05 Pagi Jakarta, in 1997.

Graduated from Junior High School at SMPN 91 Jakarta, in 2000
Graduated from Senior High School at SMUN 106 Jakarta, in 2003
Graduated from major in Economic Management at Pancasila University Jakarta, in 2007
Graduated from major in Economic Magister Management at School of Management IMMI
Jakarta, in 2016

COURSE BACKGROUND
● English Language at LIA Course Jakarta, 2003 - 2006
● Microsoft Office Course at Pancasila University Jakarta
● SPSS Application System Course at Pancasila University Jakarta
● Pendidikan dan Pelatihan Manajemen (PPM) at Pancasila University
TRAINING EXPERIENCES

● Contact center development program 1 dan 2 (PT. UOB Indonesia, 2010)

● Banking Elementary Sales Training (PT. UOB Indonesia, 2010)
● FISH Training (PT. Commonwealth Bank, 2011)
● Breakthrough Service Performance 1 and 2 (PT. Commonwealth Bank, 2012)
● AAJI (Pruvictory agency, August 2012)
● Code of Conduct (PT. Commonwealth Bank December, 2012)
● Branch Service and Sales Series Training (PT. Commonwealth Bank, April 2013)
● Superior Service Skill (PT. Commonwealth Bank, May 2014)
● Strategi Bersaing Untuk Meningkatkan Mutu Perguruan Tinggi Dalam Rangka
Membangun Kinerja (Sekolah Tinggi Manajemen IMMI, January 2015)
● Peran Koperasi dan Strategi Peningkatan Kewirausahaan Bagi Mahasiswa Dalam
Mendukung Manajemen Umum dan Manajemen Pendidikan (Sekolah Tinggi
Manajemen IMMI, August 2015)
● Security Awareness Seminar (PT. Commonwealth Bank, September 2015)
● Agile for Personal Improvement (PT. Commonwealth Bank, December 2015)

JOB EXPERIENCES
● Customer Care Specialist, May 2016 – Present
Responsibility:
○ Reply email from customer, internal customer
○ Monitoring all information from Media Social
○ Following up all complaint ticket from Call Center and escalate to related unit
○ Close all ticket already response from related unit

● Quality Assurance Call Commbank PT Bank Commonwealth, April 2015 – April 2016
Responsibility:
○ Call Monitoring by listening to examples of recordings from the Call Center
Officer, and make an assessment on the recording, according to the
parameters and the number of samples that have been defined.
○ Recording checks related to customer’s maintenance account request, ie cards
bloking, card activation, unblocking PIN, change default ATM, blocking User
ID, blocking and unblocking Cashflow.
○ Provide input and advice for Call Center Officer based on Call Monitoring
score.
○ Collect data from the system for Call Center Officer Score Card.
○ Create and complete Call Center Officer score card.
○ Report all the results of the assessment to the Call Center Unit Head.
○ Maintain Service Level, Abandon Rate, Average Handling Time accordance to
targets.
○ Conduct calibration with Call Center Officer and Call Center Team Leader.
○ Conduct Role Play for the Call Center Officer.
 ○ Do benchmarking to competitors to know the development of the Call Center
industry, making an analysis of benchmarking result and share it to Call
Center Officer.
○ Ensure all Call Center Officer working with high discipline, in accordance with
the standards that have been defined, and online in accordance to the
standards set and according to the script that has been given.
○ Ensure all Call Center Officer have the ability to interact, have the same
information and knowledge, and speed in service.
○ Monitoring Correspondence Analyst (measure all answer email, Medsos, and
Complaint Handling System)
○ Make Script
○ Monitoring reply email and medsos from correpondence analyst to Customer
○ Monitoring all complaint customer from email and medsos already input on
complaint handling system
Project:
○ Core Banking System
○ Initiator reward and recognition for call center agent
○ Pin ATM changes from 4 digit to 6 digit
○ Debit card chip
○ BCM Coordinator for Service Quality and Call Center

● Team Leader Call Commbank PT Bank Commonwealth May 2013 – April 2015
Responsibility:
○ Create a good working atmosphere, harmonious and conducive
○ Actively participate in improved knowledge and skill
○ Guiding staff in problem solving and handling complaint
○ Motivating team and as an advisor for the team
○ Monitoring performance and productivity team and perform measurements on
the ability of Call Center
○ Maintain Service Level, Abandon Rate, and Average Handling Time based on
target
○ Recording checking related to customer account, such as blocking ATM Card,
Card activation, Unblocking PIN, change default account, Blocking and
unblocking user ID Internet Banking, blocking and unblocking Cashflow
application.
○ Do outbound calls related to customer case or project
○ Ensure all Call Center Officer works with discipline and in accordance with the
standards that have been set
○ Ensure the work environment is clean
Project:
○ To provide Call Centre Department Performance Report in Monthly
○ To provide Uncompleted ATM Transactions
○ To provide LLD Project in Monthly
○ Exchange Rate Modify (Every morning in Weekdays)
○ To provide ATM inquiries (Card Activation, Card Blocking, ATM change Default
Account)
 ○ Monitoring, Helping and Supporting on during any Outbound Project

● Work Force Management Call Commbank PT Bank Commonwealth, May 2013 – April
2015
Responsibility:
○ Capacity Planning
○ Scheduling
○ Maintain Service Level, Abandon Rate, Average Handling Time accordance to
targets
○ Occupancy monitoring
○ Monitoring Absence, punctuality and productivity
○ Daily, Weekly, Monthly Call Center Performance Report
Project:
○ PIC for Centrix application for call center
○ Change view of report on Centrix
○ PIC for save all recording call center

● Senior Officer at Call Commbank PT Bank Commonwealth, July 2011 – May 2013
Responsibility:
○ As a role model for CSO
○ As a Team Leader call center
○ Manage team member to achieve KPI’s especially in quality of service
○ Monitoring Call Management System such as Service Level, Abandon Rate,
Average Speed of Answer

● Senior Customer Representative Officer for PT. Mitracomm Ekasarana, June 2008 –
July 2011
Responsibility:
○ Response to the incoming calls (inquiry, request, or complaint)
○ Following the agreed Service Level Standard
○ Reporting on all pending cases and provides necessary action to resolve any
problems to the related units/department if necessary
○ At the maximum effort, try to resolve all problems from all incoming call
(inquiry, request, or complaint)
○ Cross selling

Sincerely Yours,

Radyusman Rajagukguk, SE, MM