Oktarina Dwi Anggraini

Oktarina Dwi Anggraini East Jakarta,-,-, linkedin: Oktarina Anggraini https://rb.gy/ytxln (Portofolio) PROFILE: Dynamic and results-driven professional with 5 years of Telesales experience and 6 years in Customer Service. Proven expertise in driving revenue growth through persuasive communication, active listening, and a customer-centric approach. Skilled in handling high-pressure situations, resolving complex customer concerns, and fostering long-term client relationships. Adept at meeting and exceeding sales targets, providing exceptional service, and contributing to team success. EDUCATION: Pamulang University, South Tangerang, Indonesia Bachelor of Law GPA: 3.51/4.00 EXPERIENCE: Digital Marketing/ CV Apri Accu Sept 2024 - Present • Create marketing strategies for meta ads and e-commerce, Succeeded with a 13% meta conversion rate. • Create a new shop on shopee and successfully make a star seller account in just 3 weeks. • Create another shop by implementing the same strategy with a little improvement and successfully become a star seller in 2 weeks. • Monitoring meta and shopee ads. Customer Care Supervisor/ PT Gamechange Solution Indonesia Jan 2022 – August 2024 • Handled and monitoring the daily activities of customer service operations, and was able to improve customer service performance by 30% through the creation of SOPs. • Supervised and monitoring of 8 customer service staff activities, and providing them with regular performance-related feedback. • Assisting customer service staff with duties where required. • Responsible for providing training to all employees regarding product knowledge • Resolved customer service complaints with a 90% satisfaction rate. • Assisting and implementation of service policies, and explaining these to staff and customers. • Successfully contributing to the customer service team, I was also trusted to provide training to the sales team on how to approach clients • Performed additional duties where needed, set goal for excellent service. • Handle demos and product training for more than 70 clients in 1 year. Tutor Course And Workshop 2023 – Present • Apart from being an SPV, I am also a BSP system trainer for all clients • Become a workshop tutor (crochet workshop) • Become a Shopkey application trainer for 15 MATAHARI Dept Store branches, 500+ employees Customer Service/ PT BCA tbk Nov 2018 – Nov 2021 • Provide complete and clear information to customers • Respond to all customer questions and complaints with a 87% satisfaction rate. • 9 months joining BCA, selected as main branch office representative in the Smart Solution Reward Program. • Have the ability to help customers • Identify problems and provide appropriate and fast responses and solutions to serve customer complaints. • Follow up and ensure that customers get the right solution for every problem. • Established and maintain good relationships with customers by becoming the PIC of 6 priority customers and 15 K1 customers Telemarketing / PT Chubblife Insurance Indonesia Sep 2016 – Aug 2018 • Contacting potential customers, offering products and services via telephone to achieve monthly and annual targets, and successfully winning an award for being in the top 10 best Telesales out of 70 employees. • Providing knowledge about the products offered and successfully selected as the best quality sales. • Provide motivation so that customers are interested in using the products offered, I used my soft selling skills and succeeded in achieving targets. • Provide convenience for prospective customers to obtain information about products and services. • Duty to identify all customer needs. Telemarketing / PT Bank Central Asia April 2013 – March 2016 • Contacting potential customers, offering products and services via telephone to achieve monthly and annual targets. • Providing knowledge about the products offered. • Provide motivation so that customers are interested in using the products offered, I used my soft selling skills and succeeded in achieving targets. • Provide convenience for prospective customers to obtain information about products and services. • Duty to identify all customer needs. ACHIEVEMENTS: 1. Top 8 Telemarketing PT Chubblife Insurance Indonesia 2. Top 10 Telemarketing PT Chubblife Insurance Indonesia 3. The best quality sales 2016 PT Chubblife Insurance Indonesia. 4. Winner Trip Contest PT Chubblife goes to Thailand, Hongkong, Macau. LANGUAGE SKILLS: English ( B1 ) SOFT SKILLS: 1. Communication Skills (Active listening, Clear and concise verbal communication, Strong written communication) 2. Empathy (Understanding and sharing customer feelings, Showing genuine care and concern) 3. Problem-Solving Skills (Analyzing issues effectively, Offering practical and creative solutions) 4. Patience (Staying calm in stressful situations, Giving customers the time they need) 5. Conflict Resolution (De-escalating tense situations, Negotiating and mediating solutions) 6. Adaptability (Adjusting to different customer needs and personalities, Handling unexpected situations) 7. Time Management (Prioritizing tasks efficiently, Managing multiple customer inquiries simultaneously) 8. Attention to Detail (Noticing small but important customer details, Preventing errors in service delivery) 9. Teamwork (Collaborating effectively with colleagues, Sharing insights and learning from others) 10. Positive Attitude (Maintaining optimism and enthusiasm, Projecting friendliness and approachability) HARD SKILLS: 1. CRM Software Proficiency (Experience with tools like Qontak, Gupshup, Aisensy ) 2. Multichannel Communication (Handling customer interactions via email, phone, live chat, Proficiency with tools like Slack, WhatsApp, or social media management platforms) 3. Technical Troubleshooting (Identifying and resolving technical issues customers may face, Basic knowledge of software) 4. Data Analysis and Reporting (Analyzing customer feedback and behavior patterns, Generating reports using Google sheet) 5. Call Handling Skills (Managing inbound and outbound calls efficiently) 6. Upselling and Cross-Selling Techniques (Identifying opportunities to offer additional products/services, Applying persuasive sales techniques) 7. Proficient in MS Word, Excel, Power Point. 8. Graphic Design and Visual Content Creation (using tools like Canva, Capcut, Basic video editing skills) 9. Meta Ads 10. eCommerce Platforms (Familiarity with Shopee, Shopkey, Tokopedia,)