Open to opportunities

Ibni Masna

@ibnimasna

Message

Customer service leader driving performance improvement and cross-channel operations.

Indonesia

Message

What I'm looking for

I seek a customer-operations role where I can lead teams, improve processes with data, collaborate across QA/training, and drive measurable performance gains.

I am a customer service leader with progressive experience across inbound, digital, and partner channels, focused on driving team performance and operational improvements. I have led teams of 50+ and managed operations covering 150+ agents while supporting a major travel platform.

My strengths include root-cause analysis using tools like Tableau and Salesforce, creating reporting and documentation in spreadsheets and JIRA, and collaborating with QA and trainers to reduce repeat issues. I consistently meet productivity targets and handle partner queries via call and email.

I hold a Bachelor of Arts in English Literature and a record of scholarship support; I bring strong communication, problem-solving, CRM familiarity, and a results-oriented approach to customer operations and team development.

Experience

Work history, roles, and key accomplishments

Current

Real Time Floor Monitoring

Current

Mitracomm Ekasarana

Sep 2023 - Present (2 years 6 months)

Monitor daily performance of Inbound, Digital and Partner agents, managing 150+ agents to meet daily and monthly targets and implementing strategies to handle high incoming case volume.

Performance Monitoring Workforce Management Tableau Salesforce Reporting Root Cause Analysis

Assist Agent

Mitracomm Ekasarana

Jul 2023 - Aug 2023 (1 month)

Supported new joiners with first-case handling and processed amendments and cancellations via extranet while identifying and resolving transaction errors.

Onboarding Case Handling Extranet Customer Support Communication

Team Leader

Mitracomm Ekasarana

Jun 2022 - Jun 2023 (1 year)

Led a team of 50+ members across inbound, digital, partner and pre-issuance teams, improving case handling through coaching, QA collaboration and root-cause remediation.

Team Leadership Coaching Root Cause Analysis Performance Management Jira

Hotel Support

Mitracomm Ekasarana

Nov 2020 - Jun 2022 (1 year 7 months)

Managed customer queries on ticket issuance, amendments and cancellations, achieved daily productivity targets and raised JIRA tickets for unresolved partner issues.

Customer Service Cancellations Jira