Setyorini Rahayu

Background

About Setyorini Rahayu

As the Inbound and Live Chat Head at Citi, I lead a team of over 300 agents who handle customer inquiries, complaints, and feedback across multiple channels. With 15+ years of experience in the banking industry, I have developed a strong expertise in customer experience (CX), people development, and operational excellence. I am passionate about creating a culture of service excellence, innovation, and collaboration among my team members, as well as delivering exceptional value and satisfaction to our customers. I have successfully implemented several initiatives to improve customer retention, loyalty, and satisfaction, such as launching a live chat feature, enhancing the quality assurance process, and conducting regular training and coaching sessions. I have also partnered with other departments and stakeholders to align our CX strategy with the organization's vision and goals. Previously, I was the Citiphone People Development and Customer Experience Head, where I managed the training, development, and performance of over 200 Citiphone agents. I am always eager to learn new skills, explore new opportunities, and contribute to the growth and success of Citi.