Fenscha Manusama

CURRICULUM VITAE PERSONAL DATA Name Address : : Telephone E-mail Date of Birth Religion Nationality Marital Status : : : : : : Fenscha Manusama Jl. Damai IIIA RT 001/004, Cipete Utara, Jakarta Selatan--Ambon, February 18, 1977 Moslem Indonesia Married EDUCATION 1995 - - - – 1989 : : : : Indonesian Christian University, Jakarta, Faculty of Accounting SMA Negeri 1 Ambon, Maluku SMP Negeri 1 Ambon, Maluku SD Kristen Kalam Kudus, Ambon, Maluku PROFESSIONAL BACKGROUND Period Aug 2015 Present Oct 2014 – Aug- (Jan – Oct ) 2012 - - - - - - - 2002 Company Name PT. Global Outsourcing Services – QQ CallNovo PT. Global Outsourcing Services – QQ PT. Commonwealth Life PT. Global Outsourcing Services – QQ CallNovo PT. Global Outsourcing Services Citibank Citibank Citibank Citibank Citibank Citibank Position Contact Center Manager US Visa Service Desk Contact Center Coordinator – Inbound PTCL Contact Center Manager US Visa Service Desk Sales & Business Development Dispute Champion Senior Universal Citiphone Senior Priority Citiphone Senior Goldclub Citiphone Senior Citiphone 1 Bill Officer Junior Citiphone PROFESSIONAL EXPERIENCES CONTACT CENTER MANAGER – US VISA SERVICE DESK (Sept 2015 – Present) • Answer chat and email from applicant • Follow up cases from agent to regional • Training, coaching agent, arrange shift schedule for agent • Prepare monthly report and monthly QA CONTACT CENTER COORDINATOR – Inbound PT Commwealth Life Jakarta (Nov 2014 – August 2015) • Sent and response email to / from client • Follow up cases from agent to other unit / departement • Training, coaching agent, arrange shift schedule for agent • Monitoring SLA, must achieve min 92%, AR 2% • Prepare monthly report CONTACT CENTER MANAGER – US VISA SERVICE DESK (Jan – Oct 2014) • Answer email from applicant • Follow up cases from agent to regional • Training, coaching agent, arrange shift schedule for agent • Prepare monthly report SALES & BUSINESS DEVELOPMENT (2012 – Sekarang) • Introduction company’s product to new client • Prepare all document tender for tender porpose • Prepare weekly report of team activity in every Friday DISPUTE CHAMPION (2009 – 2012 ) • Review document dispute from customer. • Monitoring and follow up case to international chargeback and fraud department. • Giving dispute training for every new batch in Citiphone. SENIOR UNIVERSAL CITIPHONE (2007 – 2009) • Provide excellent service for high profile and profitable customer (Gold Card, Platinum Card and Citibanking client) • Maintain and escalate of customer complain and problem. • Provide information of Citibank program to customer. • To reach best solution for customer problems and educate about Citibank policy. • Monitoring problem solving process for customer satisfaction. • Offer opportunity of sales of Citibank credit card product. SENIOR PRIORITY CITIPHONE (2006 – 2007) • Specialize handling for Gold Card and Platinum Card customer • Deliver great services exceed customer expectations and delight customer. • To reach best solution for customer problems and educate about Citibank policy • Maintain and escalate of customer complain and problem. • Offer opportunity of sales of Citibank credit card product. SENIOR GOLDCLUB CITIPHONE (2003 – 2006) • Specialized handling for Gold Card. • Identifying customer problems and reduce complain by giving best solution and services. • Proactive offer crosselling sales opportunities. SENIOR CITIPHONE 1 BILL OFFICER (2002 – 2003) • Specialized in handling common credit cards (Silver, Cashback, Choice, Clear). • Take calls order for 1Bill products (i.e:inquiry,maintenance). • Escalate credit card problems within giving best solutions and services. JUNIOR CITIPHONE (2001 – 2002) • As customer service phone banking who given general information related with credit card. • Analyze complaint and forwarded to respective department TRAINING EXPERIENCES Training Object Bancassurance Agency Certification Heart of Champion Credit Card Sales Product Customer Satisfaction and Relationship COBRA (Citibank Online 1Bill Registration & Administration) Credit Card and Authorization Department Citibank Citibank Citibank Citibank Citibank Citibank Year- SKILLS & ACHIEVEMENT • • • Computer Foreign Language Achievement : : : MS Words, Excel English Reward On The Spot 2010 Winner Sales Drive Competition 2009 Reward On The Spot 2009 Perfect Attendance Award 2006 Citiphone Quarterly Award 2004 Citiphone Quarterly Award 2003