Experience, Expertise, Excellence
Although PT Satu Enam Delapan Solusi was only recently formed in Year 2010, the team at ‘168 Solution’ consists of experts with at least 7 years proven successful professional experience in Contact Center for Inbound and Outbound, Voice, Email and alternate media Channels with Core expertise on Processes and Operations Management with local Contact Center Knowledge.
Led by Grace Heny Mardjianto, a well-recognized professional in the Indonesian contact center industry with 15 years of experience setting up and managing in-house and outsourced contact centers for industries ranging from banking to telecommunication in Indonesia, our team members are internationally certified with local practical knowledge credited with a list of successful projects with clients in various industries.
We have also successfully implemented Best Practice Framework for Call Centers that helped our clients align service standards with international call centers. We are known to be resourceful in practical ideas that results in solution and successful implementation.
Grace Heny as Project Leader
Grace is a highly experienced and proven successful professional in call-center management in Indonesia. She is a recognized expert and a known active figure in the contact center industry and community. She is the only fully-certified Indonesian contact center professional holding international certifications.
Grace started her professional career in banking, followed by 15 successful years in the telecommunication industry where she held key customer-service management positions at Exelcomindo (XL), Hutchison Indonesia (3), and AXIS (a joint venture GSM operator owned by Saudi Telecom and Maxis). She has direct hands-on experience in successfully setting up and managing a wide range of customer touch points, including telephone, e-mail, and walk-in contact centers. From planning, tender process management to implementation, Grace has a proven track record in operating in-house as well as outsourced call centers.
Grace is the only Indonesian professional holding several international call center certifications, including:
Customer Operations Performance Center-Registered Coordinator and Six Sigma Contact Center.
Fully Certified Call Center Industry Advisory Council Management Consultant.
Grace is also an experienced trainer of Contact Center topics, such as Performance Management, Operations Management, Monitoring and Coaching and Forecasting Staffing Schedulling.
An active member of the call center community in Indonesia, Grace has been involved in key market initiatives, such as developing the Quality of Service Regulation for the telco industry with the Ministry of Telecommunication and Information.
Amongst other publications, Grace’s profile can be viewed at here.