OVERVIEW
With a combined academic background in education and management, and an experienced in content abused analyst, both at executive and supervisory positions, I have honed an enviable reputation for multitasking and optimal quality service delivery. I have a clear, logical mind with a practical approach to problem solving and a drive to see things through to completion. I am an energetic, ambitious person who has developed a mature and responsible approach to any task that I undertake, or situation that I am presented with. I possess excellent communication skills and I have the ability and experience to relate to a wide range of people. I am adaptable and bright individual with an excellent eye for detail.
PERSONAL INFORMATION
- Website: stella-career.my.id
- Phone: +60165852841
- Address: Special Region of Yogyakarta, Indonesia
- Email: saragihstella@gmail.com
- Nationality: Indonesian
IT PROFICIENCY
PROGRAMMING LANGUAGES & FRAMEWORKS
FAMILIAR WITH
TOOLS & PLATFORMS
LANGUAGE PROFICIENCY
Bahasa Indonesia
English
Bahasa Malaysia
ADDITIONAL SKILLS
Experience in practical handling and preparing of Standard Operating Procedure (SOP) documentations.
ISO 9001:2008 & ISO 140001:2004
Bliss, Zendesk and Microsoft Dynamic NAV.
Beginner with Laravel (Framework PHP).
Beginner with Web HTML (Mark-up Language); CSS (Styling); Bootstrap (Framework CSS, JavaScript).
Competent user of Microsoft PowerPoint, Word, Outlook and Excel applications.
EDUCATION
MSc. International Business Management (IBM)
University of East London, London, United Kingdom
Relevant Course Work:
- Business Analysis & Research - Organizational Management (Human Resource)
- Business Strategy - Marketing & Operations Management
2014
Bachelor of English Language and Literature
Universitas Katolik St.Thomas Sumatera Utara, Medan, Indonesia
1998
TRAINING
ANDROID PROGRAMMING
PT. LAUWBA TECHNO INDONESIA - Yogyakarta
- Creating application by using KOTLIN, Layouting, Maps.
2020
WEB DESIGN & PROGRAMMING
PT. LAUWBA TECHNO INDONESIA - Yogyakarta
- Making personal profile by using HTML, CSS, Bootstrap, PHP.
- Creating database by using MySQL
- Making a personal weblog by modification the downloaded template (Bootstrap template)
2023 - 2024
EXPERIENCE
Business Process Delivery Assoc - Indonesian
September 2020 - November 2023
Accenture - Malaysia
- Idem
Customer Support Agent
July 2017 – June 2020
Manpower Business Solution (M), Sdn. Bhd. - Malaysia
- GOOGLE PLAY ACCOUNT
➢ Complies with all client published policies, procedures and any legal and regulatory requirements that the company is obliged to adhere
➢ Highly understand of client terms and condition, and responsible for making decision for the App review process before launching in Google Play platform
➢ Conducts full review process on in-App contents in Android App Market within client’s established guidelines.
CSTS Analyst
October 2015 – August 2016
Sutherland Global Services Malaysia, Sdn. Bhd. - Malaysia
- UBER ACCOUNT
➢ Resolved service problems through email by clarifying the customer`s complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
COURTS ACCOUNT
➢ Attracted potential customers by answering product and service questions; suggesting information about products and services through email and phone.
➢ Maintained customer records by updating account information in Navision.
➢ Made outbound calls to inform the products status and to ensure the products had been delivered in a timely manner.
Student Service Coordinator//Recruiter//Marketer
July 2013 – Sept 2014
Olympia College, Malaysia
- ➢ Researched and resolved student complaints and issues especially for international student
regarding visa - abide by the 24-48 hour turnaround time to solve issues.
➢ Handled student complaints and issues inquiries [telephone and mail].
➢ Provided guidelines and advice to students regarding admissions, educational objectives and course scheduling options
➢ Responsibility for the internship process from initial point of contact, presentations, proposals, through contract negotiations and execution.
➢ Documented Standard Operating Procedures (SOP) in Olympia College KL branch
➢ Coordinated and provided guidelines and advice to students of Vocational Training Opportunity Centre (VTOC)
Quality Assurance Executive
Nov 2010 – Oct 2012
SRG Asia Pacific, Sdn. Bhd. - Malaysia
- ➢ Handled Non-Immigrant and Immigrant Visas of the United States of America campaign/project
across 4 countries (Philippine, Malaysia, Indonesia and Singapore).
➢ Monitored and analyzed calls, emails, and web chats to ensure call center representatives are in compliance with the rules and regulations of the client
➢ Provided coaching, feedback and assistance to call center representatives to ensure they understand new policies and procedures of quality
➢ Provided weekly/daily coaching to new agents on live calls, email and chat transcripts.
➢ Calibrated call transcripts, email, and chat with clients (through conference call)
