Last Updated: 13 Jul 2017

Position: Complaint Handling Specialist - JAKARTA (SiVA folder: Prescreened); Date Applied: 24
Aug 2017

Widya Premana
Team Leader Back End Support HQ 247 - Telkomsel
at PT Infomedia Solusi Humanika

Experience 10 years

Previous Caroline Officer Telkomsel

Expected Salary : PT. INFOMEDIA NUSANTARA
IDR 5,000,000
Education Universitas Muhammadiyah Malang
Bachelor's, Sociology (2007)

Nationality Indonesia
Mobile No. 08111011054
Email nanank@gmail.com
Age 35 years old
Location Bogor, Jawa Barat

Why Hire Me

Saya optimis, tangguh, kreatif dan tepat waktu. Kualitas ini membuat saya sebuah aset yang sangat
diperlukan bagi perusahaan Anda.

Experience

Aug 2010 - Present Team Leader Back End Support HQ 247 - Telkomsel
(7 years 2 months)
PT Infomedia Solusi Humanika | Jakarta Raya, Indonesia

Monthly Salary IDR 5,000,000

Lead the team. Provide second layer support and assistance for incoming
queries and issues related to all Telkomsel services. Track, route and redirect
problems to correct department. Analyze complaint or problem pattern and
symptoms to produce insight and then follow up to relevant unit. Coordinate
with backend team, product and system owner to escalate and speed up
problem resolution. Confirmating to customer reguler & VIP (by SMS or by
Phone)

Projects Experience
Project : Process and Record Complaints Hajj Operation 2013
Responsibilities :
Log in the complaint and any relevant data.
Investigate and Analyze the Complaint

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 Forward the complaint to another level of authority, if appropriate.

Project : Standby APEC at Surabaya 2013

Responsibilities :
Investigate and Analyze the Complaint
Cooperate with the third-party
Forward the complaint to another level of authority, if appropriate.

Project : Implementation End to End Migration OCS (Online Charging

System) 2011
Responsibilities :
Monitoring trend complaint and issue after migration
Escalation issue to related Department in Service Level

Jul 2008 - Jul 2010 Caroline Officer Telkomsel

(2 years)
PT. INFOMEDIA NUSANTARA

Monthly Salary IDR 2,500,000

Answer phones to respond to orders, general customer inquires, invoice

questions, and customer complaints. Project a professional company image
through phone interaction.

Oct 2007 - Mar 2008 Caroline Officer Telkomsel

(5 months)
PT. INFOMEDIA NUSANTARA

Monthly Salary IDR 2,500,000

Answer phones to respond to orders, general customer inquires, invoice

questions, and customer complaints. Project a professional company image
through phone interaction.

Education

2007 Universitas Muhammadiyah Malang

Bachelor's Degree in Social Science/Sociology |
Indonesia

Major Communication Science

CGPA 3/4

Skill

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Advanced Complain Handling & Solving, Computer

Languages

(Proficiency level: 0 – Poor, 10 - Excellent)

Language Spoken Written Relevant Certificates

Bahasa Indonesia 10 10 -
English 8 8 -

JobStreet English Language Assessment (JELA)

Date Taken 4 Feb 2010
Score 17/40

Additional Info

Expected Salary IDR 5,000,000

Preferred Work Location Jawa Barat, Jawa Tengah, Jakarta Raya

About Me

Gender Male

Address Perumahan Permata Puri Harmoni Blok B1 No.

4, Jl H. Abdul Rozak, Situsari Cileungsi, Bogor,
16820,Jawa Barat, Indonesia

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