Rahman B.
Mid-Level Customer Service and Operations Specialist
Open to offersNew to PlatformAbout
Rahman B. is an experienced professional with over a decade of expertise in customer service and operational domains. Currently serving as a KYC Video Banking Staff at PT. Bank Mandiri Persero, Tbk since January 2025, Rahman excels in handling the onboarding of new and existing bank customers through stringent data verification processes, achieving a high workload target. Previously, he was the Team Leader responsible for managing the operational efficiency of the video banking team and ensuring service quality standards in customer interactions via the Livin app. His prior experience includes acting as a Desk Control at the call center, where he managed the operation, coordinated team activities, and ensured customer satisfaction. His education in Development Economics from Universitas Siliwangi complements his professional skills in Microsoft Word, Excel, and PowerPoint. Rahman is adept in both Indonesian and English, further enhancing his capacity to navigate diverse customer service challenges.
Experience
KYC Video Banking Staff
PT. BANK MANDIRI PERSERO, Tbk · 2025 — PresentServed customers in the process of opening new accounts, handling existing customers, and card replacements through data verification in accordance with the applicable population system via video call, targeting more than 75 customers daily. Conducted data verification and document check for account opening via the Livin app, aiming for over 50 customers per day via Non Video Call, following the bank's established SOP.Team Leader Contact Center
PT. BANK MANDIRI PERSERO, Tbk · 2023 — 2024Acted as Desk Control for the operational management of the call center, ensuring agents complied with SOP. Coordinated team operational activities and maintained a smooth workflow. Monitored customer service quality and customer satisfaction levels. Conducted call monitoring to ensure service quality and managed Service Level (SLA) adherence, fostering a conducive work environment for team professional growth.Team Leader KYC Video Banking
PT. BANK MANDIRI PERSERO, Tbk · 2021 — 2023Oversaw individual and team performance metrics including response time, problem resolution, and customer satisfaction. Conducted regular performance evaluations to identify areas for improvement and designed development plans. Held responsibility as Desk Control for operations, ensuring agents adhered to the established SOP.Contact Center Staff
PT. BANK MANDIRI PERSERO, Tbk · 2015 — 2021Provided assistance for both financial and non-financial inquiries from customers via inbound calls, targeting to assist more than 65 customers daily by delivering accurate solutions and ensuring a positive customer experience. Created detailed CRM reports on banking complaints, adhering to SOP and providing a specific timeline for resolution.
Skills & Expertise
Education
- Bachelor of Economics in DevelopmentUNIVERSITAS SILIWANGI · 2009 — 2013