Ade Y.
Mid-Level Learning & Development Specialist
Open to offersNew to PlatformAbout
Ade Y. is a seasoned Learning & Development professional with over five years of specialized experience in the customer service and BPO industry. At Mitracomm Ekasarana, he excelled at designing and delivering onboarding, refresher, and upskilling programs tailored to business needs. Ade adeptly conducted Training Needs Analysis (TNA) in collaboration with quality and operations teams, ensuring targeted learning interventions. He managed all facets of training administration and evaluated training effectiveness to bolster employee capability. His initiatives significantly enhanced Customer Satisfaction (CSAT) and mitigated DSAT by honing agent product knowledge and service quality. Ade's exemplary work earned him the prestigious Best Support Trainer award multiple times, reflecting his profound impact on training performance and operational excellence. His academic background in English Literature from Dian Nuswantoro University complements his business communication and organizational expertise, making him a vital asset in any development-focused team.
Experience
Learning and Development Trainer
Mitracomm Ekasarana · 2021 — 2026Designed and delivered onboarding, refresher, and upskilling programs that are aligned with business requirements. Collaborated with Quality and Operations teams to conduct Training Needs Analysis (TNA) to identify capability gaps. Developed training curricula, facilitator guides, learning materials, handbooks, assessments, and knowledge resources to enhance learning effectiveness. Managed the complete training administration process which includes scheduling, stakeholder coordination, and training delivery. Assessed training effectiveness through post-training performance analysis and provided recommendations to enhance knowledge retention. Created learning initiatives to improve Customer Satisfaction (CSAT) and reduce DSAT by focusing on agent product knowledge and service quality. Facilitated both classroom and virtual learning sessions while coaching agents to bolster performance.Customer Service Agent T2
Mitracomm Ekasarana · 2019 — 2021Handled complex customer inquiries while consistently adhering to productivity, quality, and service level targets. Managed escalated customer cases as per operational procedures and quality standards. Maintained high customer satisfaction by providing accurate resolutions within established Service Level Agreements (SLA). Worked with Quality and Operations teams to identify recurring issues and support continuous service improvement initiatives.
Skills & Expertise
Education
- Bachelor’s Degree English LiteratureDian Nuswantoro University · 2013 — 2017
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