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Abdul Haris
Sr. Operation Support
Jakarta,JK
Summary
- Adept at driving operational excellence and productivity improvements, I leveraged quality management systems and problem-solving abilities at Grab Indonesia to significantly enhance process efficiency. My leadership in customer service at Orami Indonesia fostered team collaboration and customer satisfaction, showcasing my multifaceted skill set in SQL and team leadership.
- Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Overview
11
11
years of professional experience
Work History
Sr. Operation Support & Process Excellence
Grab Indonesia
12.2017 - Current
- Optimized resource allocation through strategic capacity planning, balancing workload across departments.
- Facilitated process mapping sessions to gain insights into existing workflows, ultimately redesigning them for optimal performance.
- Managed complex projects, ensuring timely completion within budget constraints, while exceeding quality expectations.
- Perform daily work to ensure that all operations (related to the creation of incentives for drivers) are carried out properly.
- Perform quality assurance for each step of the process to ensure that no errors occur in each process.
- Analyze data to help other departments get accurate figures, and also prepare all data needed for weekly meetings and monthly reports.
- Provide new input in order to shorten the work process, both for internal teams or for outside teams, in order to get more efficient results and make work easier.
- Spearheaded initiatives like kaizen events, which resulted in significant savings and a boost to overall profitability.
- Conducted root cause analysis of recurring issues, implementing corrective actions to prevent future occurrences effectively.
- Enhanced operational performance with data-driven analysis and recommendations for key stakeholders.
- Improved process efficiency by identifying bottlenecks and implementing targeted solutions.
- Standardized processes and procedures, fostering consistency and improved communication across teams.
Customer Service Supervisor
Orami Indonesia
01.2014 - 12.2017
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Evaluated individual performance metrics to identify areas of improvement, providing targeted coaching to boost results.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Maintained up-to-date knowledge of company products and services, effectively communicating changes to the team for seamless customer support.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Created, prepared, and delivered reports to various departments.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Identified customer service trends to provide recommendations for process and procedural improvements.
Education
Master of Management - Marketing Management And Research
Universitas Nasional
Jakarta, Indonesia 04.2001 -
Skills
Quality Management Systems
Operational Excellence
Customer Focus
Productivity Improvement
Ms Power BI
Chat GPT
Ms Office
Google Sheet
Script
SQL
Report Generation
Teamwork and Collaboration
Problem-solving abilities
Team Leadership
Multitasking
Software
Timeline
Sr. Operation Support & Process Excellence
Grab Indonesia
12.2017 - Current
Customer Service Supervisor
Orami Indonesia
01.2014 - 12.2017
Master of Management - Marketing Management And Research
Universitas Nasional
04.2001 -