Yulia Pangestu

Project : Duhani Capital ( Forex)

• Sourcing & Hiring: Manage the recruitment process from sourcing candidates to conducting interviews and finalizing hires in line with business needs.
• HR Support: Advise management on employee issues, performance, and organizational changes to ensure alignment with company goals.
• Policy Creation: Develop and implement clear HR policies and ensure they are communicated and followed across the organization.
• Issue Resolution: Address and resolve complex employee issues, conducting investigations and ensuring fair outcomes.
• Engagement & Morale: Foster a positive work environment to improve morale, collaboration, and retention.
• HR Documents: Oversee the preparation and issuance of HR documents like offer letters, contracts, and performance reviews.
• Relocation & Compliance: Support international employees with work permits, visas, and relocation needs.
• Training Coordination: Identify training needs and ensure programs align with company goals, assessing their impact.

Client : Lenovo & Kaspersky ( Unmanaged Project)

• Achieve Sales Targets: Ensure Denave meets or exceeds overall sales targets, including revenue, upsell, and cross-sell opportunities with the client.
• Develop Strategic Account Plan: Create and implement a plan covering relationship mapping, pipeline tracking, service offerings, client satisfaction, industry recognition, sponsorship programs, and pricing governance.
• Client Champion: Lead the internal teams to deliver on client goals, ensuring market-leading client satisfaction and meeting contractual obligations.
• Build Strategic Relationships: Establish and maintain strong relationships with key stakeholders both within Denave and the client organization.
• Senior-Level Engagement: Cultivate high-level relationships with key client stakeholders, developing a strategy for ongoing client engagement.
• Strategic Partnership: Ensure Denave is actively involved in the client’s strategic initiatives, positioning as a trusted business partner.

Client : Exness & Atome

Client Relationship & Account Growth:

• Built and maintained strong relationships with Exness and Atomr, driving client satisfaction and identifying opportunities for account expansion.
• Engaged directly with clients to understand their needs and provide tailored solutions to support business growth.

Collaboration & Internal Coordination:

• Worked closely with internal teams to ensure timely fulfillment of client requests and resolve expatriate work permit issues.

Team Management:

• Managed a team of three, overseeing recruitment operations and ensuring goals were met for efficient service delivery.

Recruitment Process Management:

• Led the end-to-end recruitment process, including pipeline management, candidate selection, and onboarding, ensuring alignment with client needs.
• Conducted weekly client meetings to address challenges, discuss hiring needs, and resolve escalations.

Reporting & Performance Tracking:

• Created and maintained reporting systems to track recruitment metrics, providing clients with clear insights on pipeline status and performance.

Client: Exness

• Collaborate with clients to understand recruitment needs and timelines.
• Manage the full recruitment cycle: sourcing, job advertising, resume screening, and interviewing to meet headcount targets.
• Implement innovative recruitment strategies to achieve hiring goals.
• Design job ads for key platforms and participate in recruitment marketing activities (career talks, job fairs).
• Prepare and analyze recruitment reports to assess strategy effectiveness.
• Handle all recruitment administrative tasks.

Clients: Shopee, HP, Microsoft, Atome, Signify, Exness, and Google

• Collaborate with stakeholders to identify and address any gaps in recruitment needs for open positions.
• Oversee the full recruitment process, including pre-screening, interview invitations, candidate shortlisting, and onboarding.
• Work closely with team members to execute large-scale hiring projects for assigned clients.
• Collect and verify candidate documentation, such as passport copies, academic certificates, e-filing records, tax clearance, application forms, etc.
• Ensure monthly recruitment targets are met, including fulfilling onboarding deadlines and hiring within client-defined budgets.
• Handle the recruitment of both local Malaysian candidates and expatriates for roles based in Malaysia.

Rewards/Recognition:
Top Performers in Q2,2020
Recognition in meeting mass hiring target

January 2018 - October 2019

Customer Service Team Lead
Starhub (Telecommunications Industry)

• Promoted team engagement and development by setting clear goals, providing regular feedback, and fostering career growth opportunities for team members.
• Managed daily team operations, including scheduling, shift approvals, and conducting team and one-on-one meetings.
• Led and optimized team workflows, ensuring customer issues were routed and resolved efficiently, while training staff to ensure adherence to best practices.
• Acted as a customer advocate by analyzing feedback, identifying top issues, and recommending product or policy improvements to enhance the customer experience.
• Drove team performance to exceed targets, proactively addressing challenges, and contributing to cross-functional projects as assigned by management.

October 2016 - December 2017
Senior Customer Service Executive
Starhub (Telecommunications Industry)

• Provided second-level support as a Service Manager, addressing complex customer issues and resolving escalated complaints.
• Acted as the primary point of contact between the company and clients, facilitating communication to resolve issues, and managing customer feedback and concerns.
• Delivered guidance on email etiquette and communication standards, ensuring high-quality interactions with clients and maintaining consistent service excellence.

February 2015 - September 2016
Technical Support Executive
Exness (Forex Industry)

• Managed inbound calls, emails, and live chat interactions to address customer inquiries, concerns, feedback, and complaints regarding company products.
• Supported customers through various social media platforms, including Twitter, Facebook, and Hootsuite, providing timely and effective responses to inquiries.

• Company Overview: (Starhub Project)
• Ensure bonding between team members by creating team connection, communicating direction and goals, providing regular performance feedback and organize team outing
• Attend meeting with clients, upper management team & QA team in order to provide feedback and provide an action plan to enhance the team performance in terms of knowledge, attendance and process
• Conduct one to one coaching session for each team member on daily basis to maintain their performance statistics by auditing their calls & evaluate it by using QA standards form
• Keep up with day-to-day management duties such as scheduling, shift approvals, team and one-on-one meetings
• Constantly evaluate workflows and find ways for them to be more efficient, relevant and valuable both internally and externally
• Understand the top user issues and make recommendations to improve client products and policies; support team in being the voice of the customer to the rest of the company
• Stay connected to the customer by spending at least one hour/week working on tickets and handling occasional escalated issues
• Drive team to meet and exceed metrics expectations; understand how to leverage the team to improve outcomes and take action to meet goals
• Lead and/or participate in projects outside of the scope of your department, as assigned by your manager
• (Starhub Project)

• Handling Inbound calls, emails and live chat pertaining to customer general enquiries, complaints, comments, feedback and other related issues related to company's products
• Providing technical support, explaining how the metatrader (MT4 & MT5) platform works, and resolving issues for customers who faced technical errors related to the products as well as the services received
• Work in a team to achieve the KPI target
• To reach the standard level in terms of customer service and to provide precise information of company's product
• Participate in refresher training for existing employee on weekly basis to enhance & ensure that the product knowledge, process & compliance is up to date
• Responding to client's feedback in social network, such as: Twitter, Facebook and Hootsuite