Puji Mailangkay
Rancho Cucamonga,CA
Summary
Dynamic professional with a proven track record in customer service management and team leadership at a call center. Expert in developing training programs that enhance onboarding efficiency and performance metrics analysis. Recognized for resolving escalated issues and fostering a collaborative environment, driving significant improvements in service quality.
Overview
13
13
years of professional experience
Work History
Call Center Team Leader
01.2018 - 01.2021
- Led team of agents to enhance customer service quality and efficiency.
- Developed training programs for new hires, improving onboarding processes.
- Monitored performance metrics to identify areas for improvement and implement strategies.
- Resolved escalated customer issues, ensuring satisfactory resolutions and retention.
School Teacher
01.2017 - 01.2018
- Developed engaging lesson plans aligned with curriculum standards and student needs.
- Implemented innovative teaching strategies to enhance student participation and learning outcomes.
- Assessed student progress through formative and summative evaluations, adjusting instruction as necessary.
- Collaborated with colleagues to create interdisciplinary projects that foster critical thinking skills.
Administrative Coordinator
01.2016 - 01.2017
- Coordinated schedules and meetings for multiple departments to enhance operational efficiency.
- Managed documentation processes, ensuring compliance with organizational standards and policies.
- Developed and maintained filing systems to optimize information retrieval and storage.
- Assisted in budget tracking and expense reporting, improving financial oversight accuracy.
Pharmacy Assistant
07.2008 - 01.2009
- Assisted pharmacists in preparing and dispensing medications accurately.
- Managed inventory levels, ensuring timely restocking of pharmaceutical supplies.
- Provided exceptional customer service, addressing inquiries and resolving issues efficiently.
- Trained new staff on pharmacy procedures and best practices for medication handling.
Office Worker Notary Public
01.2008 - 06.2008
- Managed office supplies inventory, ensuring timely restocking and organization.
- Coordinated scheduling for meetings, optimizing team availability and resources.
- Processed incoming correspondence, prioritizing urgency and directing to appropriate departments.
- Developed filing system improvements, enhancing document retrieval efficiency by 30%.
Education
Bachelor of Science - Psychology
University of Semarang
Indonesia01-2016
Bachelor of Science - Pharmaceutical Medicine
Farmasi Nusaputera
Indonesia01-2008
Skills
- Customer service management
- Team leadership
- Performance metrics analysis
- Training program development
Timeline
Call Center Team Leader
01.2018 - 01.2021
School Teacher
01.2017 - 01.2018
Administrative Coordinator
01.2016 - 01.2017
Pharmacy Assistant
07.2008 - 01.2009
Office Worker Notary Public
01.2008 - 06.2008
Bachelor of Science - Psychology
University of Semarang
Bachelor of Science - Pharmaceutical Medicine
Farmasi Nusaputera