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Hapsari Purwitaningrum

@hpurwitaa

Customer Success Manager at Bank Tabungan Negara who helped reduce branch NPL from 4.26% to 1.51% through customer segmentation and follow-up.

Indonesia

Message

At Bank Tabungan Negara (Persero) Tbk, I lead daily branch operations and customer service delivery, support resolution of complex customer issues, and analyze operational and customer data to identify service improvements. I contributed to my branch achieving the #1 nationwide BTN Service Star Score ranking, with 94.96 points.

Previously, I led a team of 8–12 managing approximately 1,200 mortgage customers and a portfolio exceeding IDR 115 billion. Through customer segmentation, proactive follow-up, and process improvement, I helped reduce branch NPL from 4.26% to 1.51% within 12 months.

Experience

Work history, roles, and key accomplishments

Current

Operations & Service Supervisor

Current

Bank Tabungan Negara (Persero) Tbk

Jul 2024 - Present (2 years 3 months)

Lead daily branch operations and customer service delivery, ensuring service quality and achievement of KPIs. Contributed to the branch achieving the #1 nationwide ranking in Indonesia for BTN's Top 10 Highest Service Star Score with 94.96 points.

Customer Service Operations Management Data Analysis Process Improvement Stakeholder Management KPI Monitoring Team Leadership Risk And Compliance

Field Collection Team Leader

Bank Tabungan Negara (Persero) Tbk

Sep 2022 - Jun 2024 (1 year 9 months)

Led 8-12 customer-facing collectors managing approximately 1,200 mortgage customers monthly and a portfolio exceeding IDR 115 billion. Reduced branch NPL from 4.26% to 1.51% within 12 months through data-driven customer segmentation and process improvement.

Team Leadership Customer Relationship Management Portfolio Management Data Analysis Negotiation Risk Management Process Improvement

Skip Tracer Coordinator

Bank Tabungan Negara (Persero) Tbk

Sep 2020 - Sep 2022 (2 years)

Supervised and coached a customer-facing team, coordinating follow-ups and monitoring performance. Developed Excel-based tracking procedures that improved workflow consistency and customer location success rates.

Team Supervision Excel Data Analysis Reporting Customer Engagement Recovery Strategy

Consumer Loan Services Officer

Bank Tabungan Negara (Persero) Tbk

Sep 2019 - Sep 2020 (1 year)

Supported customers throughout loan application and documentation processes, ensuring accurate and timely service. Validated customer information and coordinated with internal stakeholders to resolve process issues.

Customer Service Loan Processing Documentation Stakeholder Coordination Data Validation