Aditya Octa Rizky

Aditya Octa Rizky Team Lead Customer Excellence-Depok, West Java, Indonesia |- Work Experience Team Lead Customer Excellence Aug 2024 - Present Mola TV | Jakarta, Indonesia • Monitor and review each agent's response to the user to ensure it complies with company SOPs.and KPI Follow up on user complaints to the appropriate team and monitor the results of the follow-up so that they can beforwarded to the user. Prepare daily reports, weekly report, s and monthly report materials. Monitor and review each agent's response to the user to ensure it complies with company SOPs.and KPI Team Leader Social Media Apr 2019 - Mar 2024 Bank BCA | BSD, Indonesia Monitor and follow up on urgent customer emails that require follow-up Provide weekly team performance data that needs to be evaluated Review under-performing team members and troubleshoot to meet team KPIs• Provide ongoing support directly to team members, addressing issues or questions in a timely manner sothey can focus on their responsibilities Improve team productivity by implementing efficient work processes and regularly reviewingperformance metrics. Social Media Staff May 2017 - Apr 2019 Bank BCA | BSD, Indonesia Answer email, live chat, and social media messages (Instagram, Tiktok, YouTube) and make outgoingcalls or emails as required Respond efficiently, accurately, and consistently with solutions to address customer needs, complaints, orother inquiries as demonstrated in KPIs Understand, multitask, and strive to meet targets without compromising service Escalate urgent or critical issues to the relevant team Stay up to date and adhere to all company policies, procedures, and guidelines Priority Staff Service Sep 2015 - Apr 2017 Bank BCA | Jakarta, Indonesia Answer incoming calls with VIP or Corporate customers and make outgoing calls as required Respond efficiently, accurately, and consistently with solutions to address customer needs, complaints, orother inquiries Understand and strive to meet targets without compromising service Escalate urgent or critical issues to the team leader Stay up to date and adhere to all company policies, procedures, and guidelines Core Skills Team work, Adaptable, Leadership skill, Problem solving, Detail oriented, Communication Education Gunadarma University Informatics Engineering 2006 - 2011 Languages Indonesia (Native), English (Professional Fluency)