ANDI DWI RAHARJO GATOT
Content Analyst
Kuala Lumpur,Kuala Lumpur
Summary
With 10 years of professional experience in the Call Centre and F&B/Hospitality industries, I have proven expertise. Currently serving as a Content Analyst at Accenture and previously at Cognizant (Senior Process Executive), I am now pursuing an opportunity that provides challenges and growth potential. I aim to utilize my skills and abilities to contribute to the success of my career and the organization's goals.
Overview
14
14
years of professional experience
4
4
years of post-secondary education
3
3
Languages
Work History
Content Analyst Indonesian Speaker
Accenture
04.2024 - Current
- Streamlined content production processes by creating templates and standard operating procedures for the team.
- Generated fresh ideas for new content topics based on audience interests, competitor analysis, and industry trends.
- Managed multiple projects simultaneously, ensuring timely completion and adherence to client specifications.
- Review user flagging reports regarding website content
- Understand and remain up to date with client policies and guidelines
- Review the reported content within agreed turnaround times and standard of quality
- Analyze and identify that is not in compliance with requirement and flag for action in a timely manner
- Review sensitive content sometimes involving graphic or otherwise disturbing subjects
Customer Service Executive
Scicom (MSC) Berhad
11.2023 - 04.2024
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
- Monitored key performance indicators to ensure continuous improvement in service quality.
Senior Process Executive Indonesian Speaker
Cognizant Cogdev Malaysia Sdn Bhd
12.2022 - 10.2023
- Review user flagging reports regarding website content
- Understand and remain up to date with client policies and guidelines
- Review the reported content within agreed turnaround times and standard of quality
- Analyze and identify that is not in compliance with requirement and flag for action in a timely manner
- Review sensitive content sometimes involving graphic or otherwise disturbing subjects
Waiter
Viking Ocean Cruise
07.2017 - 01.2022
- Explore the world, learn about other culture which is how to work with different nationality, culture and respect each other like a family
- Serve and treat guest fairly with smile, nicely and always give the best service
- Guide and be a buddy to a new crew how to treat our guest to deliver the best service
- Learning the regulations and procedures of the United States Public Health/United Kingdom Public Health and adhere to these standards, at all times
- Being aware of any special requests and dietary requirements that his/her passengers may require
- Communicating any problems, challenges, complaints or service difficulties in a timely manner to the immediate supervisor
Outlet Supervisor
D'Junction Cafe Sdn Bhd
06.2016 - 06.2017
- Guide and coaching new staff such as floor or service staff, kitchen staff and barista staff from how to serve the customer based on standard of procedure(SOP)
- Create and planning environment of working place
- Serve and treat the customer with smile and nicely
- Treat customer fairly
- Make the order such as cooking in the kitchen and make drinks in barista like bartender
- Manage the cafe from plan the marketing strategy and manage staff to meet the sales target
- Work closely with the operational teams, utilize relationships to ensure that product implementation schedules are met
- Experience to manage and control staff with strong relationship and also how to achieve cafe target
- Manage the stock and how much the cost to meet our target
- Manage to make a less cost, less of wastaged from food and drinks
Telesales Representative
Aia Bhd
01.2013 - 04.2016
- Make calls at least 150 and min 4 hours talktime (KPI)
- All database already provided
- Consult and convincing customer about their needs for future such as insurance, protection and perhaps some complete coverage for their family financial
- Meet a target that already given based on what campaign or project
- Was achieve more than 130% to 300% from the target that already given in a single of month by company
- Consistent achieve more than 100% for 12 month in 2013 and already awarded as a Centurian Club Award in sales recognition 2014
- Consistent achieve more than 130% for 6 month in 2015 and already awarded as a ambassador Club Award in mid-year sales recognition 2015
Assistant Supervisor
Secret Recipe Sdn Bhd
12.2010 - 12.2012
- Serve and treat customer fairly with smile, nicely and good service
- Make the order such as cooking in the kitchen and make drinks in barista like bartender
- Guide and train new staff how to treat customer
- Manage the cafe from the marketing strategy plan and manage staff to meet daily and monthly outlet sales target
- Work closely with the operational teams, utilize relationships to ensure that product implementation schedules are met
- Experience to manage and control staff with strong relationship and also how to achieve outlet target
- Manage the stock and how much the cost to meet our target less cost and high profit
Education
SPM - undefined
Smk Seri Ampang
01.2006 - 04.2010
Skills
Planning and coordination
Type media expertise
Problem-Solving
Excellent Communication
Decision-Making
Teamwork and Collaboration
Flexible and Adaptable
Self-Motivated
Active Listening
Multitasking Abilities
Good Telephone Etiquette
Analytical and Critical Thinking
Attention to Detail
Training and Development
Dependable and Responsible
Interests
- Internet
- Travelling
Timeline
Content Analyst Indonesian Speaker
Accenture
04.2024 - Current
Customer Service Executive
Scicom (MSC) Berhad
11.2023 - 04.2024
Senior Process Executive Indonesian Speaker
Cognizant Cogdev Malaysia Sdn Bhd
12.2022 - 10.2023
Waiter
Viking Ocean Cruise
07.2017 - 01.2022
Outlet Supervisor
D'Junction Cafe Sdn Bhd
06.2016 - 06.2017
Telesales Representative
Aia Bhd
01.2013 - 04.2016
Assistant Supervisor
Secret Recipe Sdn Bhd
12.2010 - 12.2012
SPM - undefined
Smk Seri Ampang
01.2006 - 04.2010