Anom Prayudhi
Team Leader Of Customer Service
Jalan Kebon Mangga 3, Kebayoran Lama
Summary
A professional with extensive experience in customer service and team management. Possesses excellent communication skills and the ability tp lead and manage teams efficiency. Result-oriented, responsible, and always ready to take on new challanges.
Overview
12
12
years of professional experience
2028
2028
years of post-secondary education
1
1
Language
Work History
Team Leader Email in Apps
CONCENTRIX INDONESIA
01.2019 - Current
- Managed a team responsible for handling customer inquiries via email and in-app messaging within Concentrix.
- Ensured all customer emails and messages were handled professionally and promptly to improve customer satisfaction.
- Developed standardized email templates and communication guidelines to maintain consistency in team responses.
- Analyzed customer data and trends from email and app interactions to enhance customer service strategies.
- Conducted regular training sessions to improve the team’s written communication skills and understanding of company policies.
- Collaborated with the technology team to improve the ticketing system and automate workflow processes.
- Provided periodic reports to management on team performance, issue resolution effectiveness, and areas for improvement.
Supervisor Cust Service
GOJEK INDONESIA
01.2017 - 01.2019
- Lead the customer service team in handling more complex customer complaints and ensuring resolution in line with company policies.
- Developed customer service improvement strategies by analyzing complaint trends and implementing preventive solutions.
- Conducted service quality audits by reviewing recorded interactions and providing recommendations for improvement.
- Coordinated with multiple departments, including technology and operations, to resolve frequently occurring customer issues.
- Improved team efficiency by implementing time optimization techniques for handling customer cases.
Trainer Specialist
GOJEK INDONESIA
01.2016 - 01.2017
- Developed and delivered training materials for new call center agents and refresher courses for existing agents.
- Ensured all agents understood customer service standards, company policies, and best practices for handling different types of customers.
- Conducted role-playing and case simulations to enhance agents’ problem-solving and communication skills.
- Collaborated with the Quality Assurance (QA) team to analyze common agent errors and improve training effectiveness.
Team Leader Call Center
GOJEK INDONESIA
01.2015 - 01.2016
- Supervised a call center team of 10-20 agents to ensure smooth customer service operations according to SOPs.
- Monitored team performance, provided feedback, and conducted coaching sessions to improve individual and team efficiency.
- Prepared daily, weekly, and monthly performance reports for management, covering call volume, issue resolution, and customer satisfaction rates.
- Coordinated with other departments to resolve complex customer issues effectively.
Call Center Agent
GOJEK INDONESIA
01.2013 - 01.2015
- Handled incoming customer calls regarding with Gojek services, including inquiries, complaints, and assistance requests.
- Provided quick and effective solutions to enhance customer satisfaction.
- Documented each customer interaction in the CRM system for future reference and analysis.
- Worked in a fast-paced environment with strict targets for resolving customer issues.
Education
Manajemen Ekonomi dan Bisnis -
UNIVERSITAS AL-AZHAR
SMA - undefined
SMA 74 JAKARTA
01.2009 - 01.2012
Skills
- Exceptional communication skills
- Spreadsheet & MS Excell
- Leadership & Team Management
- Problem-Solving & Decision-Making
- Customer Service & Relationship
- Technical & Computer Skills
Timeline
Team Leader Email in Apps
CONCENTRIX INDONESIA
01.2019 - Current
Supervisor Cust Service
GOJEK INDONESIA
01.2017 - 01.2019
Trainer Specialist
GOJEK INDONESIA
01.2016 - 01.2017
Team Leader Call Center
GOJEK INDONESIA
01.2015 - 01.2016
Call Center Agent
GOJEK INDONESIA
01.2013 - 01.2015
SMA - undefined
SMA 74 JAKARTA
01.2009 - 01.2012
Manajemen Ekonomi dan Bisnis -
UNIVERSITAS AL-AZHAR
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