Summary
Overview
Work History
Education
Skills
Software
Timeline
Generic
(Nun) Nunung Husnul Khotimah

(Nun) Nunung Husnul Khotimah

Team Leader Contact Center HaloBCA
Tangerang

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.

Overview

8
8
years of professional experience

Work History

Team Leader Agent Contact Center

Mitracomm Ekasarana
09.2021 - 05.2023


  • I've lead Agent Costumer Services for costumer KPR BCA, BCA Syariah, BCA Insurance Claim Services, and Soldesk.
  • Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Generated reports detailing findings and recommendations.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Send a report performance to supervisor with excel form

Team Leader Agent Contact Center HaloBCA

Vads
12.2019 - 08.2021
  • its my first opportunity being a leader, i've lead Agent Costumer Services for BCA Insurance Claim Services
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
  • Developed effective improvement plans in alignment with goals and specifications.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Generated reports detailing findings and recommendations.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Send report performance team to Supervisor

Quality Assurance HaloBCA

Persada
08.2018 - 11.2019
  • Specified quality requirements of raw materials with Operational Contact Center.
  • Collected and analyzed data and initiated improvements to increase security and performance.
  • Developed educational materials used to train staff on QA standards.
  • Managed corrective action plans for identified non-conformances, ensuring rapid resolution while maintaining a focus on root cause analysis for long-term prevention measures.
  • make a calibration with operational for make sure same perception
  • Training new agent for enrich HaloBCA standart

Costumer Services Agent HaloBCA

Mitracomm Ekasarana
03.2015 - 07.2018
  • I was assigned to resolve customer complaints over the phone
  • Input data to CRM application to analyst
  • Speak Bahasa Fluenty and polite with smilling voice and following HaloBCA standart
  • Able work with ms Office, fast learner, and patient
  • I was assigned to handle credit card, KPR, BCA Finance customers

Education

A.MD - Pharmacy Management

AMA Dharmala Yogyakarta
Yogyakarta, Indonesia
04.2001 -

Skills

  • Employee Evaluation
  • Client Service
  • Coaching
  • Time Management
  • Leadership
  • Work Planning
  • Quality Improvement
  • Documentation And Reporting

Software

Excel, powerpoint, spreadsheet

Timeline

Team Leader Agent Contact Center

Mitracomm Ekasarana
09.2021 - 05.2023

Team Leader Agent Contact Center HaloBCA

Vads
12.2019 - 08.2021

Quality Assurance HaloBCA

Persada
08.2018 - 11.2019

Costumer Services Agent HaloBCA

Mitracomm Ekasarana
03.2015 - 07.2018

A.MD - Pharmacy Management

AMA Dharmala Yogyakarta
04.2001 -
(Nun) Nunung Husnul KhotimahTeam Leader Contact Center HaloBCA