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Definition of Reputation Credits
Pesanggrahan, South Jakarta, Indonesia
Anwar Solehudin
An Experienced Contact Center professional with almost 6 years of hands-on experience. Strong in contact center operation specialized digital customer experience management with a demonstrated history of working in Banking Industry | Fintech | Start Up | Telecommunications Industry | Online Travel Agents Industry | Contact Center (Quality Assurance, Learning and Development, Operations).
https://www.linkedin.com/in/anwar-solehudin-461694104 Contact +6285219478318
WORK EXPERIENCE
Customer Service Supervisor • Hijra Bank
November 2021 - Present
- Monitor performance and traffic of customer service inquiries from various channel (Call Center, In-app live chat, Social Media, and Escalations)
- Monitor agent performance, give coaching and feedback for improvement
- Coordinate with BPO or CS Outsourcing regarding agent capacity needs and floor issue
- Conduct discussion and calibration with CRM and Service Quality Assurance for the sake of continuously improving customer service workflow for a better customer experience.
- Periodically checking tools that support CS teams' productivity by distributing, identifying and providing regular training for tool usage
- Analyzing customer pain points and Initiating recommendations to other departments for product and service improvement based on the voice of customer
- Preparing weekly and monthly CS report
- Preparing monthly and quarterly CS complaint handling for regulatory needs (BI and OJK)
- Report directly to Head of CSM Unit
Achievement :
- Setting up from scratch for Quality Assurance cycle documentation (Tracker, formulations, methodology)
- Representing company at The Best Contact Center Indonesia 2022 Win Gold for The Best Contact Center Operations and Silver for The Best Customer Experience
Contact Center Operations Manager • PT VADS Indonesia
September 2020 - September 2021
- Managed Contact center operations of OYO Rooms Project from various channel (Call Center, Live chat, Social Media, Inbound Sales, and Escalations email with approximate 90+ Man power
- Maintained strong relationship with client from OYO Rooms Indonesia
- Coordinated with clients in terms of workforce planning and floor issues
- Conducted calibration and discussion with Service Quality Assurance, Trainer, Supervisor, Team leader, Real time floor monitoring, Customer data analyst, for the sake of aligning and monitoring operational performance
- Regularly conduct weekly and monthly meetings with internal and existing clients in both Indonesia and India
Achievement :
- Setting up contact center OYO from scratch, workflow, handbook, training agent (Consistently maintained CSAT >90 in monthly basis)
Contact Center Operations Supervisor • PT VADS Indonesia
December 2019 - September 2020
- Supervised day to day contact center operations of OYO Project
from various channels (inbound and outbound, email escalations,
Social media, and Live Chat)
- Maintained and monitored team performance in achieving a determined KPI target
- Conducted regular briefing with team leader to inform update and discussed floor issues.
- Supervised 6 Team Leader,5 Quality Assurance, 1RTFM, 1 CDA, 1 Learning and development.
- Reported to Operations Manager
Customer Center Operations Team Lead • PT VADS Indonesia
July 2019 - December 2019
- Supervised 15 customer service agent (email and inbound)
- Monitored daily performance, coached and feedback agent for improvement
- Maintained daily operations performance, ensured daily agent
transaction was on track
- Prepared weekly and monthly report Performance Reported to Operation Supervisor and Manager
Customer Support Team Lead • OYO
May 2019 - July 2019
- Supervised 12 Outbound call agents to ensure their work
reached the target of KPI
- Forecasted and setup team schedule
- Monitored, coached and feedback Call center agent performance
- Prepared daily, weekly, monthly report for out bound call process
- Reported to Call Center Manager
Outbound Customer Support Agent • OYO
November 2018 - May 2019
- Made outbound calls to customer regarding prechecked in confirmation (after booking process)
- Assisted AGM to confirm guest arrival
- Coordinated with sales team to follow up their transactions
- Ensured daily after booking process keep on track
- Ensured there was no untouched data of after booking
English Customer Support Agent • Traveloka
November 2017 - August 2018
- Handled daily incoming chat, inbound calls from customers, identified and fulfill their needs
- Processed and solved every single tickets from incoming chat and inbound calls through Zendesk system accurately
- Created a ticket report to related escalations team if there is any urgent case and hard complaint
SKILSS
Soft Skill
- Contact Center Ops Management
- Cross team collaboration
- BPO Vendor Management
- Clients Relationship
- Leadership
CRM and other tools
- Zendesk/Freshdesk/Intercomm
- E-Centrix, C-zentrix,SME
- Outlook,Mic Word,Excel PPT, Teams
- Google Doc,Sheet,Slide,Meet
- Slack
Language
- Indonesia
- English
EDUCATION
2023 - 2024
Indonesia Banking School
Master of Management in Business Administration and Management
2013 - 2017
Institut Teknologi Sains Bandung
Bachelor's of Design in Industrial and Product Design
License and Certifications
Introduction to Business Management
Kings College London
Issued December 2020 ·
Google Analytics Academy
Google
Issed May 2022 ·
Customer Service Foundation
Linked in Learning
Issued Mey 2022 ·
Humble Leadership: The Power of Relationships, Openness, and Trust (get Abstract Summary)
Linked in Learning
Issed May 2022 ·
Pesanggrahan, South Jakarta, Indonesia
Anwar Solehudin
An Experienced Contact Center professional with almost 6 years of hands-on experience. Strong in contact center operation specialized digital customer experience management with a demonstrated history of working in Banking Industry | Fintech | Start Up | Telecommunications Industry | Online Travel Agents Industry | Contact Center (Quality Assurance, Learning and Development, Operations).
https://www.linkedin.com/in/anwar-solehudin-461694104 Contact +6285219478318
WORK EXPERIENCE
Customer Service Supervisor • Hijra Bank
November 2021 - Present
- Monitor performance and traffic of customer service inquiries from various channel (Call Center, In-app live chat, Social Media, and Escalations)
- Monitor agent performance, give coaching and feedback for improvement
- Coordinate with BPO or CS Outsourcing regarding agent capacity needs and floor issue
- Conduct discussion and calibration with CRM and Service Quality Assurance for the sake of continuously improving customer service workflow for a better customer experience.
- Periodically checking tools that support CS teams' productivity by distributing, identifying and providing regular training for tool usage
- Analyzing customer pain points and Initiating recommendations to other departments for product and service improvement based on the voice of customer
- Preparing weekly and monthly CS report
- Preparing monthly and quarterly CS complaint handling for regulatory needs (BI and OJK)
- Report directly to Head of CSM Unit
Achievement :
- Setting up from scratch for Quality Assurance cycle documentation (Tracker, formulations, methodology)
- Representing company at The Best Contact Center Indonesia 2022 Win Gold for The Best Contact Center Operations and Silver for The Best Customer Experience
Contact Center Operations Manager • PT VADS Indonesia
September 2020 - September 2021
- Managed Contact center operations of OYO Rooms Project from various channel (Call Center, Live chat, Social Media, Inbound Sales, and Escalations email with approximate 90+ Man power
- Maintained strong relationship with client from OYO Rooms Indonesia
- Coordinated with clients in terms of workforce planning and floor issues
- Conducted calibration and discussion with Service Quality Assurance, Trainer, Supervisor, Team leader, Real time floor monitoring, Customer data analyst, for the sake of aligning and monitoring operational performance
- Regularly conduct weekly and monthly meetings with internal and existing clients in both Indonesia and India
Achievement :
- Setting up contact center OYO from scratch, workflow, handbook, training agent (Consistently maintained CSAT >90 in monthly basis)
Contact Center Operations Supervisor • PT VADS Indonesia
December 2019 - September 2020
- Supervised day to day contact center operations of OYO Project
from various channels (inbound and outbound, email escalations,
Social media, and Live Chat)
- Maintained and monitored team performance in achieving a determined KPI target
- Conducted regular briefing with team leader to inform update and discussed floor issues.
- Supervised 6 Team Leader,5 Quality Assurance, 1RTFM, 1 CDA, 1 Learning and development.
- Reported to Operations Manager
Customer Center Operations Team Lead • PT VADS Indonesia
July 2019 - December 2019
- Supervised 15 customer service agent (email and inbound)
- Monitored daily performance, coached and feedback agent for improvement
- Maintained daily operations performance, ensured daily agent
transaction was on track
- Prepared weekly and monthly report Performance Reported to Operation Supervisor and Manager
Customer Support Team Lead • OYO
May 2019 - July 2019
- Supervised 12 Outbound call agents to ensure their work
reached the target of KPI
- Forecasted and setup team schedule
- Monitored, coached and feedback Call center agent performance
- Prepared daily, weekly, monthly report for out bound call process
- Reported to Call Center Manager
Outbound Customer Support Agent • OYO
November 2018 - May 2019
- Made outbound calls to customer regarding prechecked in confirmation (after booking process)
- Assisted AGM to confirm guest arrival
- Coordinated with sales team to follow up their transactions
- Ensured daily after booking process keep on track
- Ensured there was no untouched data of after booking
English Customer Support Agent • Traveloka
November 2017 - August 2018
- Handled daily incoming chat, inbound calls from customers, identified and fulfill their needs
- Processed and solved every single tickets from incoming chat and inbound calls through Zendesk system accurately
- Created a ticket report to related escalations team if there is any urgent case and hard complaint
SKILSS
Soft Skill
- Contact Center Ops Management
- Cross team collaboration
- BPO Vendor Management
- Clients Relationship
- Leadership
CRM and other tools
- Zendesk/Freshdesk/Intercomm
- E-Centrix, C-zentrix,SME
- Outlook,Mic Word,Excel PPT, Teams
- Google Doc,Sheet,Slide,Meet
- Slack
Language
- Indonesia
- English
EDUCATION
2023 - 2024
Indonesia Banking School
Master of Management in Business Administration and Management
2013 - 2017
Institut Teknologi Sains Bandung
Bachelor's of Design in Industrial and Product Design
License and Certifications
Introduction to Business Management
Kings College London
Issued December 2020 ·
Google Analytics Academy
Google
Issed May 2022 ·
Customer Service Foundation
Linked in Learning
Issued Mey 2022 ·
Humble Leadership: The Power of Relationships, Openness, and Trust (get Abstract Summary)
Linked in Learning
Issed May 2022 ·