Mellia B.
Mid-Level Contact Center Supervisor
Open to offersNew to PlatformAbout
Mellia B. is a seasoned Supervisor Contact Center professional with extensive experience in customer relations and operational management across diverse industries. Having earned a Bachelor of Biology from Gadjah Mada University, Mellia applies her analytical skills to enhance efficiency and performance. She started her career at PT. Transcosmos Indonesia, progressing from a Contact Center Agent tasked with managing client calls to a Team Leader and eventually a Supervisor. Her role emphasized performance analysis, team coordination, and KPI achievement. Mellia then leveraged her expertise at PT. So Good Food / JAPFA, where she managed customer relations and addressed complaints through cross-departmental communication. Currently, at IDP Education, Mellia plays a pivotal role in ensuring effective lead management and enhancing team productivity through strategic initiatives and training. Key tools in her arsenal include CRM platforms like Salesforce, Power BI, and other essential metrics analysis software.
Experience
Supervisor Contact Center - Marketing
IDP Education · 2023 — PresentEnsured accuracy and alignment of lead volumes with targets. Managed the flow of CCA operations, from student outreach to consultation appointments. Developed strategies to help team members consistently meet daily goals and enhance overall performance. Implemented training initiatives and provided ongoing feedback to improve team skills. Handled student complaints and resolved issues swiftly. Prepared and submitted CCA reports to management periodically, maintaining strong professional relationships with sales and counseling staff. Conducted regular coaching and briefing sessions.Supervisor Customer Relation
PT. So Good Food / JAPFA · 2020 — 2021Served as a liaison between customers and departments such as Customer Service and Sales. Oversaw daily Customer Relations operations, including monthly reporting, CSAT analysis, and product reimbursement. Managed follow-up on customer complaints received via phone or in person. Coordinated communication with the manufacturing team regarding product issues. Conducted training sessions on new products for the Customer Service team. Collaborated with the Sales department to address complaints related to order status. Worked with the marketing team to prepare and update training materials for new products.Supervisor
PT. Transcosmos Indonesia · 2018 — 2020Oversaw Team Leaders to ensure target achievement through performance reviews, coaching, and training. Maintained operational efficiency and service quality, preventing client complaints arising from staff conduct. Managed staff attrition, recruitment, and ensured resource availability. Analyzed performance data to create action plans and tracked outcomes with reporting. Organized team schedules and breaks while overseeing the use of facilities, applications, and security.Team Leader
PT. Transcosmos Indonesia · 2017 — 2018Monitored and evaluated performance for Contact Center agents. Conducted briefings to highlight team accomplishments and developed plans for operational improvements to meet targets.Contact Center Agent
PT. Transcosmos Indonesia · 2015 — 2017Responsible for managing incoming and outgoing calls, delivering product information, and resolving customer complaints. Ensured performance aligned with established average targets and KPIs.
Skills & Expertise
Education
- Bachelor of BiologyGadjah Mada University · 2009 — 2014
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