Open to opportunities

Puteri Firstanti

@puterifirstanti

Message

Customer-focused Customer Representative Manager driving service excellence and team performance.

Indonesia

Message

What I'm looking for

I seek a role where I can lead and develop customer service teams, improve customer experience through process and quality improvements, and contribute to measurable retention and satisfaction goals.

I am a results-driven Customer Representative Manager with over 2 years of experience leading teams to deliver exceptional customer service and support. I have a proven track record of enhancing customer satisfaction, optimizing operational efficiency, and driving team performance to achieve organizational goals.

I excel at developing and implementing strategies to improve the overall customer experience and retention rates, supervising and coaching customer service representatives, and handling escalated customer issues requiring managerial intervention.

My strengths include quality assurance, reporting and analysis of key performance metrics, process improvement, and strong communication. I am fluent in Indonesian and conversational in English, adaptable to changing priorities, and comfortable making sound decisions under pressure.

Experience

Work history, roles, and key accomplishments

Customer Representative Manager

Kaiyun Sports Group

Jan 2022 - Nov 2025 (3 years 10 months)

Led a customer service team to improve satisfaction and retention, implementing quality assurance and process improvements that increased operational efficiency and resolved escalated issues.