Erika Eka Putri Gumay
Summary
Dynamic professional with a proven track record in customer service and claims assessment at Global Excel Management. Skilled in computer applications and communication, adept at problem-solving and enhancing customer satisfaction. Demonstrated ability to streamline processes, achieving a significant increase in efficiency. Excelled in marketing strategies, contributing to customer retention and company growth.
Professional with strong background in customer service, ready to deliver impactful results. Capable of handling complex customer interactions with empathy and efficiency, adept at problem-solving, and skilled in communication. Valued team player known for adaptability and fostering collaborative environments. Proficient in conflict resolution, CRM systems, and multi-channel support.
Overview
6
6
years of professional experience
Work History
Claim Assessors/Customer Service Executive
Global Excel Management
07.2023 - 12.2024
- Assessing incoming claims
Evaluate whether the claim is eligible to be paid or rejected based on the applicable insurance policy. - Manage incoming claims by prioritizing the FIFO system.
Creating rejection letters to claimants. - Follow up with related teams regarding claims that are being assessed.
Made payments through the existing billing system. - Checked the existing claim data either specifically for self or for the team.
Monitoring the team regarding existing claims. - Escalate directly to corporate clients who work together regarding claim rush.
- Contacting claimants directly via email regarding the required documents or supporting documents related to their travel insurance claim.
Call Center Inbound
Aladin Bank Syariah
01.2022 - 03.2023
- Receiving incoming calls
Handling customer issues that occur related to banking. - Generate escalation tickets to the relevant team for further checking or resolving.
- Provide information to customers about the solution to the problems that occurred.
- Provide information to customers about available products
- Manage customers through email channels
Costumer Care Coordinator and Retention
Grab Indonesian Technology
01.2021 - 12.2021
- Handling customer complaints over the phone.
- Escalated the problems that customers face to the relevant team
Provide follow-up on customer issues that have occurred. - Re-confirm whether the problem has been resolved or not
Inform customers of the latest promos or products via email. - Re-offering products that have been purchased by customers for their grab food needs
their needs in the grab market. - Place orders for products ordered by customers and enter bills for the next day.
- Ensuring the courier delivers the order according to the delivery point and has been delivered to the customer.
- Perform offering to third parties as e commerce providers such as Sayur Box, and Segari.
- Presenting the benefits that will be obtained when becoming a partner specifically as a supplier for grab food merchants.
Administration Staff/ Costumer Care
Indorope
01.2019 - 12.2020
- Manage the administrative tasks of the company.
- Organizing all incoming and outgoing goods Looking after client needs.
- Handling the needs of co-operation agreements between clients and
company. - Arranging work agreements between workers and clients explaining all products
- Explaining all products in the company when making presentations to clients.
- Arrange flight tickets for workers when the client is outside Jakarta.
Education
Bachelor of Laws - Principal Law, Environmental Law
Pamulang University
South Tangerang09-2016
Skills
- Computer
- Marketing
- Design
- Comunication
- Public speaking
- Problem Solving
- Online chat and email
- Interpersonal
- Troubleshooting
- Adaptive
- Customer needs assessment
- Call center experience
Languages
English
Full Professional
Indonesian
Native or Bilingual
Timeline
Claim Assessors/Customer Service Executive
Global Excel Management
07.2023 - 12.2024
Call Center Inbound
Aladin Bank Syariah
01.2022 - 03.2023
Costumer Care Coordinator and Retention
Grab Indonesian Technology
01.2021 - 12.2021
Administration Staff/ Costumer Care
Indorope
01.2019 - 12.2020
Bachelor of Laws - Principal Law, Environmental Law
Pamulang University
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