Kastania Putri memiliki 6 pengalaman kerja, sebagai Admin Manifest di PT LION MENTARI AIR, Customer Service Representative di XL Axiata, Customer Engagement Center di PT Vads Indonesia, Quality Assurance Customer Service, di PT Vads Indonesia, Quality Assurance Analyst di Accenture dan Quality Assurance di FABELIO.
Pengalaman Kerja
Quality Assurance
QA at Fabelio is part of HR, the main task of ensuring each agent is well developed, apart from conducting audits in every agent interaction with the customer,These are some of the tasks QA: • Making methodology of sampling Agent • Training New Joiner and Existing • Audit Agent Pre sales and Post sales for Channel : • Whatsapp,Instagram,Live Chat,Email ,Call Create Weekly • Report and Monthly Report to C level
Quality Assurance Analyst
1. Audit of Sample Agent, monitoring all recording Agent Outbound and Inbound 2. Making Dashboard QA on Zendesk, create contact reason Id for Business Development 3. Create Weekly and Monthly Report for Performance Agent to presented at Weekly meeting and Monthly meeting 4. Make adjustments for the best agent category
Quality Assurance Customer Service,
• The main tasks in planning the quality assurance procedures of a product or service, implementing quality assurance standards, • Listening to recordings and designing sample procedures and instructions for recording and reporting quality data, then documenting internal audits • and other quality assurance activities, investigating customer complaints and problems of non-compliance, making Daily and weekly reports for presentation data at the end of the month, • Analyze data to identify areas for improvement in the quality system, • recommend and monitor corrective and preventive action
Customer Engagement Center
• Answered inquiries by effectively researching, locating, and relaying information to customers. • Worked productively to determine the needs of customers and fast track solutions to those needs. • Worked well with upper management to ensure ultimate customer satisfaction. • Greeted all customers with a smile and enthusiasm. • Remained calm and considerate of customers at all times. • Brought forth the ability to work well independently and collaboratively. • Remained flexible, adaptable, and committed to success.
Customer Service Representative
Serve every customer who comes to the XL Center, every complaint and question Activation of SIM cards and roaming access for customers who will use abroad Receive monthly payments for postpaid subscribers Carry out product stock taking Making daily financial reports and mass issues that occur at XL Center
Admin Manifest
Record and check the status of passenger and baggage data Supervise every movement of the check-in counter staff Making report from checkin counter and forwarded to Ramp handling ,to measure manifest for Pilot, Maintaining stability of composition between passengers and bagage
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