anita A.
Senior Customer Success Team Lead
Open to offersNew to PlatformAbout
Anita A. is a skilled Customer Success Team Lead & Operations Specialist based in South Tangerang, Banten, Indonesia, with over five years of experience in customer experience management for major companies like BCA and Kamadjaja Logistics. She has demonstrated proficiency in leading virtual teams, achieving a 10% reduction in Average Handle Time (AHT), and improving dispute resolution processes. Anita has a strong background in managing complex returns, fraud detection, and data reporting, consistently maintaining SLA compliance above 95% for global clients. At Mitracomm Ekasarana, she leads a team of 15 contact center agents, overseeing KPI management and service quality improvement. Her tenure at PT Synergy Cakra Buana involved managing and reducing open ticket backlogs in the logistics sector. Previously, as a Resolution & Returns Specialist at SIRCLO Indonesia, she handled returns management and fraud prevention, collaborating effectively with warehouse operations. Anita's expertise extends to tools like the Microsoft Office Suite, CRM software, and project management platforms like Trello and Asana.
Experience
Team Leader of Contact Center Officer
MITRACOMM EKASARANA (Unit: Bank Central Asia - BCA) · 2025 — PresentOversee and mentor a team of 15 contact center agents to ensure full adherence to banking regulations and service standards. Formulate daily operational strategies to enhance queue management, effectively reducing Average Handle Time (AHT) by 10% while upholding service quality. Assess real-time KPIs such as Productivity, QA Score, and Attendance, producing weekly reports for managerial insight.Contact Center Officer (Agent)
MITRACOMM EKASARANA (Unit: Bank Central Asia - BCA) · 2021 — 2025Achieved recognition as 'Top Performer' in 2023 for surpassing call quality expectations and achieving a Customer Satisfaction Score (CSAT) of 4.8/5.0. Addressed intricate transactional disputes and credit card concerns, utilizing effective de-escalation methods to mitigate customer churn. Logged technical issues into the CRM system to aid in swift resolutions by the backend team.Team Leader of Customer Resolution
PT SYNERGY CAKRA BUANA (Unit: PT Kamadjaja Logistics) · 2020 — 2021Oversaw the dispute resolution sector, serving as a link between logistics and client operations to diminish open ticket backlog by 20%. Conducted root-cause analyses of recurring complaints to pinpoint operational issues and recommend preventive solutions. Worked in conjunction with warehouse and transportation teams to fast-track urgent resolutions for high-priority clients.Resolution & Returns Specialist
SIRCLO Indonesia · 2019 — 2019Managed Returns Management (RMA) by processing 10–20 return shipments daily, performing physical Quality Control (QC) to categorize items as 'Restock-able' or 'Bad Stock' (Damaged). Handled 5–30 escalated cases daily in Fraud Prevention, validating customer evidence against warehouse data for claims approvals or rejections, thus minimizing financial losses. Collaborated with the warehouse team to expedite replacement shipments and documented 'Bad Stock' lists for disposal approval, while maintaining precise daily logs in Google Sheets concerning return reasons and stock status to track product defect patterns.
Skills & Expertise
Education
- Bachelor of Business ManagementInstitute of Technology Indonesia · 2015 — 2019