Andi Pratama
Customer Support Team Lead
Summary
Dedicated customer support leader with over 9 years of experience in customer service operations, team supervision, and performance management. Proven ability to lead frontline support teams, enhance service quality, and foster a customer-centric culture through effective coaching and continuous development. Recognized for improving customer satisfaction, maintaining consistent service standards, and driving operational excellence. Currently serves as Customer Support Team Lead, supervising frontline customer support teams with a focus on quality, coaching, and performance consistency.
Overview
9
9
years of professional experience
Work History
Customer Support Team Lead
Outsource Global Development
01.2022 - Current
- Supervises daily operations of frontline customer support teams to ensure high-quality service delivery.
- Coaches and mentors team members to improve performance, productivity, and customer engagement.
- Monitors key performance indicators, quality assurance metrics, and customer satisfaction scores.
- Conducts regular performance reviews and develops individual improvement plans.
- Collaborates with operations and training teams to enhance customer support processes and service standards.
- Ensures compliance with company policies, service level agreements (SLAs), and best practices.
Education
Bachelor of Communication - undefined
01.2016
Skills
- Customer Support Management
- Team Leadership
- Performance Coaching
- Quality Assurance
- Customer Satisfaction
- Service Delivery
- Workforce Performance
- Conflict Resolution
- Training & Development
- Process Improvement
- Communication Skills
- SLA Compliance
Languages
Bahasa Indonesia
English