Cakra Wibisana

I’m a detail-oriented Quality Assurance professional and IT Support–leaning operations person, currently an Active Student in Bachelor of Business Management at Universitas Pancasila. I focus on monitoring service quality, evaluating customer interactions, ensuring SOP compliance, and turning feedback into measurable operational excellence.

In my Quality Assurance role at Bank Negara Indonesia (BNI) (November 2025 – March 2026), I conducted QA monitoring for customer interactions (voice and chat) based on company SOP and service standards. I evaluated agent performance, ensured compliance with operational procedures and internal policies, and delivered coaching and constructive feedback to improve service quality. I also prepared quality monitoring reports, analyzed trends, recommended corrective actions, and maintained accurate documentation and quality scorecards while collaborating with Team Leaders and Operations.

Before that, I strengthened my operational discipline as a CNC/VNC Machine Operator at PT GRIYA CUTTING (April 2023 – March 2025). I operated CNC/VNC cutting machines with high precision, maintained production quality and machine performance, and performed routine maintenance, basic troubleshooting, and quality checks to keep workflow efficient and environments safe, clean, and productive.

Earlier, at PT ZEPHIGOZ KREASI INDONESIA (September 2020 – December 2022), I grew from Barista to Head Barista, then Store Manager. I led and supervised daily operations, including opening/closing procedures, team scheduling, and training new baristas, while ensuring consistent beverage quality and excellent customer service—also managing inventory and orders to minimize waste and increase sales through improved product quality, service standards, and customer experience.