Esa Romadona

Managed daily requests related to Data Center Operations and delivery coordination. Maintained Service Level Agreement (SLA) compliance for email response handling. Served as Incident Manager during critical incidents within the data center environment. Managed initial customer notifications and provided timely updates during major or critical incidents to ensure SLA achievement and accurate documentation within the ticketing system. Prepared and maintained Incident Summary reports and Root Cause Analysis (RCA) documentation. Acted as a communication bridge between internal departments to ensure effective coordination and issue resolution. Ensured preventive maintenance notifications were communicated to customers within the agreed Service Level Agreement (SLA) timeline.

Lead Customer Support Team for Managed service hospitality segmented customers. Layer 2 monitor and troubleshoot Internet and IPTV services. Responsible escalate to Vendor for unsolved 5 hours long problem. Human development that targeting to enhance Support Team's technical and communication skill. Review policy of existing company SOP's and create Work Instruction as operational guidance. Suggest rework business process workflow and maximize documentation of customer data into centralize CRM databases. Collaborate with Corporate Communication Management to identify hot issues and retain churn rate customers.

Focus on handling Customer Experience and Customer Journey for Enterprise customers. Handling colocation services in Jakarta, West Java and Bali Biznet Data Center. Top level both external and internal coordination as decision maker and problem solver for hot issues. Directly involve with human development with training and sharing knowledge to enhance both technical and communication agent's skill. Lead Customer Engagement such as technical meeting as Customer Retention avoid increasing of churn rate revenue. Design strategy to boost Customer Satisfaction that turn general customers into loyal customers. Create SOP, Work Instruction and KPI Department Team & Agent for Contact Center Operations. Managed workforce forecasting and staffing requirements through call volume analysis, ensuring adequate agent coverage, service level achievement, and efficient Contact Center operations. Responsible to present Weekly and Monthly report Contact Center activity to management.

Focus on handling Customer Experience and Customer Journey for SMB and home retail customers. Top level department both external and internal coordination as decision maker and problem solver for hot issues. Directly involve with human development with training and sharing knowledge to enhance both technical and communication agent's skill. Create Customer Retention program to prevent churn rate customers. Create SOP, Work Instruction and KPI for Contact Center. Managed workforce forecasting and staffing requirements through call volume analysis, ensuring adequate agent coverage, service level achievement, and efficient Contact Center operations. Responsible to present Weekly and Monthly report Contact Center activity to management.

Responsible to execute direct delegation from Manager Yearly Program Plan. Responsible to maintain operational activity and escort potential hard complaint issue rising. Encourage team member and enroll necessary training in order to enhance soft skill and hard skill agents. Nurture Human development, create skillful and reliable team, layer 1 decision maker and layer 3 problem solving.

Manage daily operational such as shifting schedule, Job role, coaching and counseling, layer 2 problem solving

Frontliner customer support, First handling complaints, Phone etiquettes, Emails, Live chat