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Eko Tri Nugroho is the Quality Control & Call Center Manager at J&T Express Yogyakarta Branch. He is responsible for ensuring that operational processes run according to standards and that service quality is consistently maintained. His scope of work includes monitoring drop point performance, overseeing service quality, handling customer complaints, and coaching the Quality Control and Call Center teams.
Eko joined J&T Express in 2015, during the company’s early days of operation. He began his career as a sprinter, delivering packages directly to customers. Over time, Eko was entrusted with various roles—from marketing to IT—before eventually being appointed to lead the Quality Control & Call Center division.
“At that time, it felt like building something from scratch. I had to explain J&T Express to customers one by one. But that’s where the sense of pride grew, because I became part of J&T Express’ journey to becoming what it is today,” Eko recalled.
Becoming a manager was not easy for Eko. The role came with far greater responsibilities compared to when he was still a staff member.
“Back then, I focused on completing my own tasks. Now, I have to make sure the entire team moves forward together. One of the most memorable moments was leading my first large briefing—I was very nervous, but also proud,” he shared.
The long journey from sprinter to manager was not without challenges. Eko admitted there were moments when he almost gave up. However, support from his family, colleagues, and his belief in continuing to move forward helped him persevere.
“The process was long and not instant. Work pressure and dynamics once made me want to quit. But I chose to stay, because I believe J&T Express is not just a place to work—it’s a place where I grow,” he concluded.
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