Open to opportunities

Koeswati @ustie_

@koeswatiustie_

I lead banking customer service operations, resolving escalations and improving team performance and customer experiences.

Indonesia

Message

What I'm looking for

I'm looking to lead customer service or customer experience operations where I can improve processes, coach teams, manage escalations, and deliver stronger service performance.

I've led customer service operations in PT Bank Danamon Indonesia Tbk's Credit Card Division, ensuring service quality and operational compliance.

I supervise customer service representatives, monitor KPIs and SLAs, manage complex complaints, and guide escalations through resolution. I also coach and mentor teams to strengthen capability and performance.

I work closely with Operations, IT, Risk Management, Finance, Compliance, and other stakeholders to resolve customer issues. My work includes workload monitoring, CRM documentation, and daily, weekly, and monthly operational reporting.

I'm focused on using customer feedback, service trends, and root-cause analysis to improve processes, reduce complaint resolution time, and deliver better customer experiences.

Experience

Work history, roles, and key accomplishments

Customer Service Team Leader

PT Bank Danamon Indonesia Tbk

Jan 2021 - Jan 2025 (4 years)

Led daily customer service operations, supervised representatives, and managed complex complaints and escalations. Coordinated with cross-functional teams and prepared operational reports to improve service efficiency.