Asfiyawati
Mid-Level Supervisor Engineering
Open to offersNew to PlatformAbout
Novi A. is a seasoned professional with a diverse background in engineering supervision, customer service, and call center operations. She most recently served as a Coordinator Supervisor Engineering at PT. Horizon Internusa Persada (Travelio) in Jakarta, where she coordinated engineering teams across 14,000 apartment units, ensuring effective maintenance and repairs. She also conducted system training for admin staff, collaborated with other divisions, and led improvements through professional communication. Previously, Novi was a Supervisor Customer Service at the same organization, managing the pre-check-in team, setting performance targets, and creating KPI indexes for productivity. Her prior experience as a Jr. Supervisor B2B and Team Leader Inbound, Outbound Call Center & B2B Team at PT. Global Tiket Network demonstrates her ability to lead teams, optimize operations, and enhance customer service experiences. Novi is proficient in Microsoft Office and has strong communication skills in both English and Indonesian, reflecting her capability in public relations and negotiation.
Experience
Coordinator Supervisor Engineering
PT. Horizon Internusa Persada (Travelio) · 2023 — 2025Oversaw all area engineering teams responsible for over 14,000 apartment units, ensuring that unit repairs were conducted properly. Monitored daily activities of the engineering team to ensure adherence to job descriptions. Assessed stock materials in each cluster managed by Travelio Management. Delivered system training on Zen desk and Survey call to admin staff for better communication with customers and other divisions. Established professional communication with other divisions to foster improvement solutions and participated in weekly meetings with division boards to provide engineering insights. Managed operational cases daily and reported to the Assistant Head of Engineering regularly. Conducted KPI, incentive, and insurance-related work to ensure smoother operations.Supervisor Customer Service
PT. Horizon Internusa Persada (Travelio) · 2022 — 2023Led the pre-check-in team, focusing on guest readiness before check-in, with a specific team target. Evaluated team leaders' performance in team management and issue handling. Developed KPI metrics to assess team achievements and productivity.Jr. Supervisor B2B
PT. Global Tiket Network (Tiket.com) · 2020 — 2021Managed operations within the B2B team, overseeing agent duties, off days, and leave management. Addressed and resolved team issues, providing support and guidance where necessary. Gathered feedback from team members and evaluated performance based on KPI results while motivating the team and planning future work direction. Compiled weekly and monthly reports detailing case-to-book ratios for complaints and requests.Team Leader Inbound, Outbound Call Center & B2B Team
PT. Global Tiket Network (Tiket.com) · 2019 — 2020Adapted operating modes to enhance performance outcomes. Provided detailed statistical insights into team performance to management for evaluation. Monitored team member performance to identify strengths and weaknesses and organized strategies to help them achieve goals. Made informed decisions on problem resolution involving team agents.Call Center Officer
PT Global Tiket Network (Tiket.com) · 2018 — 2019Supplied customers with product information and assisted in resolving booking issues. Generated ticket reports for relevant sections to ensure follow-up on inquiries.DIGITALISASI ARSIP
BUMN SKK MIGAS · 2016 — 2018Prepared data for digitization, including scanning and data entry into the ParaDM Application. Compiled daily reports to track the achievement of data entry targets.Call Center Officer
PT Telkom Indonesia (Persero) Tbk (Telkom) · 2009 — 2011Provided customers with product information and assisted in troubleshooting network connection issues. Generated ticket reports for follow-up with the Network Technician team.Call Center Officer
PT. Indosat, Tbk · 2008 — 2008Delivered customer information and educated clients on troubleshooting network connection issues while also providing billing information.
Skills & Expertise
Education
- Diploma III in Computer Software Management InformaticsUniversitas Bina Sarana Informatika (BSI) · — — 2007
- High School Diploma in Natural SciencesSMU Islam Al-Maruf · — — 2004