Arvina Kinanthi

• Develop and deliver key initiatives to enhance customer experience across life insurance services, products and touchpoints, using Human-Centered Design principles
• Oversee and manage end-to-end delivery of CX initiatives, ensuring alignment with strategic objectives
• Collaborate with cross-functional teams to drive excellence in customer experience, including Marketing, Digital, Data & Analytics, Legal, Compliance, Product, Distribution, Customer Support, Retention/Loyalty and Group Insurance
• Focus on enhancing customer experience, driving loyalty and improving overall brand experience
• Leverage project management skills, customer-centric thinking and leadership abilities to execute CX initiatives successfully
• Create transformational engagement and retention initiatives to differentiate the company from competitors
• Manage stakeholder engagement, including presenting updates and seeking approvals
• Onboard and collaborate with external vendors to develop and deliver initiatives

• Ensured efficient operation of the Loyalty Team for retention activities
• Led, coached, and developed team members through mentoring and performance management
• Identified training and professional development needs to enhance team performance
• Managed team performance metrics and communicated results accurately
• Improved call processes to enhance efficiency
• Collaborated with various stakeholders to support process improvements, initiatives and incident remediations
• Collaborated with the Quality & Enablement Team to implement skills improvement
• Analysed customer data and trends to recommend retention strategies
• Suggested improvements and new initiatives for retention activities
• Assisted with event remediation as needed
• Fostered a strong and positive team culture
• Ensured compliance with legislation, company standards and Proactively managed risk and adhered to policies and procedures

• Monitored quality through Quality Assurance for inbound/outbound calls and correspondence
• Provided feedback and identified individual improvements to support retention targets
• Conducted coaching and developed training materials and plans
• Delivered training and provided daily support as a Subject Matter Expert
• Liaised with stakeholders to achieve company goals
• Managed risks and ensured compliance with policies and regulations
• Implemented process improvements within the Customer Engagement Process Improvement Group

• Delivered exceptional customer experience through inbound and outbound calls, focusing on policy retention
• Achieved individual and team performance targets
• Built relationships and educating customers on policy options
• Identified and resolved issues to support company goals
• Actively managed retention cases and customer correspondence
• Ensured compliance with policies and government regulations

• Delivered exceptional customer service through inbound calls
• Provided detailed product information and guided customers through relevant processes
• Identified and resolved customer issues efficiently

• Delivered exceptional customer service, ensuring a welcoming and enjoyable dining experience
• Accurately obtained and delivered table orders in a timely manner
• Promoted special products to achieve monthly sales targets
• Handled monetary transactions with precision and efficiency

• Delivered exceptional customer service, ensuring a positive gaming experience

· Inspected croupiers to ensure game accuracy, adherence to procedures and regulations

· Conducted table games in strict adherence to rules and regulations.

• Managed monetary transactions and monitored gaming activities for accuracy.
• Addressed and resolved customer complaints and conflicts efficiently
• Ensured table security and monitored for Anti-Money Laundering (AML) and suspicious activities