Ines Meylani

Translator | Operations Analyst | Customer Operations

About Me

I am currently a Project Manager for Salesforce Implementation. Previously doing data analysis to gain insight of customer behaviour and satisfaction. I am known for being reliable and tends to come with new ideas.

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Education History

SMK Negeri 48 Jakarta
2011 - 2014

Business Administration

Focusing in secretarial and clerical work

Employment History
2015 - now

Lead Operations Intelligence

- Project Manager for Salesforce implementation reporting to CEO - Re-structuring Zendesk - Build reports to all departments - Gain insights from reports and maintain KPI

Foodpanda | Hellofood (Rocket Internet)
2015 - 2015

Operations Analyst

• Analyze NPS report and do follow up on detractors • Manage Zendesk by making and improving more than 220 macros and ensure the quality of solved tickets • Manage day-to-day issues of customers • Monthly employee voucher implementation and tracking • In charged of partnership with Yesboss (Virtual Assitance): Monitoring orders, weekly reporting, problem escalation. • Ensure proper implementation of global customer service projects: 1. Process Mapping ID roll-out 2. Zendesk Reason Coding 3. Zopim implementation 4. Frontend - Backend translation 5. Frontend - email and SMS templates • Optimise processes across all departments • Escalate ideas to improve the quality of customer service to managers and QA Assurance

Foodpanda | Hellofood (Rocket Internet)
2014 - 2015

Call Center Agent

- Dispatch orders from customer to restaurant - Maintain relationship with new and existing customer - Problem solving on problems and inquiries - Communicating with customers with Zendesk, Live Chat, and VoIP

PT Pamapersada Nusantara
2012 - 2012

Student Intern

During my study in Vocational High School I worked for three months at a mining company PT. Pamapersada Nusantara. I was responsible for income and outcome calls, lending documents for internal or external people. I had to make sure to input invoice documents properly whether it's on Excel doc or company's software. Working for PT Pamapersada Nusantara was a start for me to understand the real work environment while I apply things I have learned at school.

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