At Bank Jateng, I supervise agent service quality, assess customer interactions, and coach agents based on their training needs. I also coordinate with related units to escalate and resolve customer issues.
Before becoming Team Leader, Social Media, I handled complaints and requests across social media, email, and live chat. I received Best Agent Monthly recognition for eight consecutive months and contributed to Bank Jateng achieving the #1 Regional Development Bank ranking in the MRI Social Media Service Index.
On MRI Project 2025, I helped optimize social media service quality, achieving a 98% First Contact Resolution rate. I also formulated social media service standards and updated agent work guidelines, and won a bronze medal in the Best Social Media Agent category at The Best Contact Center Indonesia 2025.
