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Jaime Cabrera
Director Business Development
Sefanaia Silimaibau
Supervisor Quality Assurance & Trainer
Kathy William-Botrous
Sr. Executive Director

Member Profile

Grace Heny (13 Yrs in the industry)
     (Verified Admin.)2430 Connections



About Me, My Hobbies & Interests!

I had climbed my career ladder from Contact Center Agent up to now managing my own company. My current objectives to equip Contact Center professional Indonesia with the right Contact Center Skill and Knowledge with worldwide benchmark standard but customized with Indonesian personality.  My first passion with Contact Center Industry was back in Year 1996 joining a telecommunication contact center. I wrote few articles at milist, magazine, held few sessions within Indonesian community. I was involved heavily as the ‘Coordinator and Formulator’ of Quality of Service (QoS) Regulation for Telecommunication Industry in Indonesia under Kemkominfo (goverment body in Indonesia) initiative, I am an open person to discuss and sharing my  knowledge to other professionals with positive spirit in upgrading all level of contact center professionals. I introduce ‘Library on the Sky’ to support my colleague by offering books, whitepaper and reports.  I was  Fully Certified CIAC Management Consultant in Y2008 (CCMC), completed my  COPC Registered Coordinator in the same year, earn COPC Six Sigma Yellow Belt in Year 2010 and I am exposed to ISO 9001/2008 training and audit. I was covered in “Who’s who” article at SWA Magazine in Year 2009 with a unique brand in the local market as: ‘Professor Call Center’. The same magazine also featuring special article about myself with regards to the Contact Center Certification and accompany with testimonials from my colleagues such as Halo BCA, Bank Permata, Bank Mandiri, Leading insurance and others. I develop this ContactCenterIndonesia website to share all practical ideas and thinking on contactcenter. With hope that my contribution will bring support, help and good to all ContactCenter Professional in Indonesia, that all service delivery across industry becoming better and increase their level of knowledge and skill.

Company Details

168Solution is a leading Consulting and Training of Contact Center, with proven approach and experience in Contact Center or known as Digital Interaction for Inbound and Outbound, Voice, Email and alternate media Channels. Our focus is Processes and Operations Management with local and International Contact Center Knowledge and foot prints. Led by a recognized professional in the Indonesian Contact Center Industry around Asia Pacific bringing a 15 years of Contact Center experience to help clients in setting up and managing in-house and outsourced Contact Centers, also translating ISO Quality Management System to Contact Center dynamic

Editorial Contributions

Grace Heny and her team from Contact Center Indonesia attended the 2014 Top Ranking Performers conference in Singapore and spoke with us at about her experience.
August 22, 2014
Even though the economic turmoil of the last few years has created a greater increase in business efficiency and driven home the importance of the customer, there are still operations out there that ignore the business mantra "The customer always comes first!"
October 6, 2009
In your opinion, do you believe the customer service you get today from other companies is better or worse than it was, say 5 years ago? We asked this very question to some of our members, and here are the answers...
September 28, 2009
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Sefanaia Silimaibau Vodafone Fiji
Sharon Price ContactCenterWorld
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Richard Blank Costa Rica's Call Center
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Timothy Witucki Omada One
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Raj Wadhwani | ContactCenterWorld

amazing professionals. amazing best practices. amazing event

August 22, 2023 10:15 PM EST
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Personal Blog

New Horizon of Contact Center Career Path ( session with Mr Ardian  - Wor... Read More...
LEADERSHIP Role in Ramping Up the 112 Call Center Covid Hotline   In mid April 2020, there is a... Read More...
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