Profesional Summary

Experienced 2+ years as workforce management staff and experienced 5+ years in e-commerce customer care. Expertise in analyzing forecasts, scheduling, and capacity planning to ensure optimal customer service delivery. Currently in the career-shifting phase into Data Analyst, leveraging strong analytical skills, attention to detail, and problem-solving abilities honed in customer care operations. Committed to applying data-driven insights to drive informed decision-making and enhance organizational performance.

Education

Master of Computer Science, Universitas Putra Indonesia YPTK Padang, 2014 - 2016
Concentration: Information System
GPA: 3.45 / 4.00

• Collecting data, analyzing, and monitoring forecasts, actual traffic, backlog of complaint tickets, and re-forecasting if daily and weekly gaps do not align with the baseline.

• Creating FTE (full-time equivalent), capacity plans, and schedules for a headcount of 400+ (agents, desk control, and team leaders) and ensuring that the schedule's effectiveness exceeds 70%.

• Validating and approving leave and day off requests, and adjusting schedules for customer service agents, Desk Control, and Team Leader.

• Creating a manpower projection plan with the Assistant Manager and Operation Manager.

• Coordinating with the training team regarding training timelines, on-the-job training, and onboarding new hire agents.

• Coordinating with the Desk Control team regarding actual traffic, agent productivity, response time compliance (RTC), Handling Time, and Utilization, and reporting these conditions to the Tokopedia Workforce Management team

Bachelor of Computer Science, STMIK Indonesia Padang, 2007- 2011
Concentration: Information System
GPA: 3.76/ 4.00

Work Experience

PT. Mitracomm Ekasarana, Jakarta

Workforce Management Tokopedia Care
July 2021 - October 2023

PT. Mitracomm Ekasarana, Jakarta

Customer Service Tokopedia Care
January 2020 - June 2021

• Providing solutions to Tokopedia users' issues with a target productivity of 100% per duty.

• Coordinating with 3PL (Third Party Logistics) and Tokopedia's digital product partners to further investigate and resolve issues

• Escalating user issues to the Logistics Service Recovery team, Tokopedia Digital Service Recovery team or managerial team for solutions beyond standard operating procedures (SOP).

PT. Transcosmos Indonesia, Jakarta

PIC Fund Verification Tokopedia Care
June 2019 - December 2019

• Verifying fund transfers between Tokopedia users or from Tokopedia to users and partners with a target approval of 250 transactions per duty.

• Creating reports for fund verification issues and pending verifications, and submitting them to Tokopedia's Operational Manager and Project Manager.

• Coordinating with Tokopedia's Transaction team regarding fund verification challenges, security, and resolution of Fraud-related fund transfers.

• Conduct calibration sessions with Tokopedia's customer service operational team regarding findings, action errors, and the dissemination of updates to the fund verification process.

PT. Transcosmos Indonesia, Jakarta

CSAT Analyst Tokopedia Care
April 2019 - June 2019

• Analyzing 30 tickets with Good and Bad ratings and providing Tokopedia with insights on system issues, challenges, and standard operating procedures (SOPs) for issue resolution based on the analysis results.

• Contacting users to request feedback regarding the given bad ratings and conducting further analysis.

• Identifying and coaching customer service agents who have committed fatal errors.

PT. Transcosmos Indonesia, Jakarta

Mentor Customer Service Tokopedia Care
July 2018 - April 2019

RAHMADANIL

• Mentoring 10 customer service agent new hires during the 3-month probation period.

• Conducting weekly and monthly assessments of new hire agents.

• Providing additional classes for new hire agents on product knowledge and conducting evaluation tests

PT. Transcosmos Indonesia, Jakarta

Customer Service
February 2018 - July 2018

• Providing solutions to Tokopedia users' issues with a target productivity of 100% per duty.

• Coordinating with 3PL (Third Party Logistics) and Tokopedia's digital product partners to further investigate and resolve issues

• Escalating user issues to the Logistics Service Recovery team, Tokopedia Digital Service Recovery team or managerial team for solutions beyond standard operating procedures (SOP).