Customer Experience
Fadil Mahetza Hardanto
Customer First Squad
Semarang
Summary
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
4
4
years of professional experience
13
13
years of post-secondary education
2
2
Languages
Work History
Customer First Squad Service Experience Center
Tokopedia
Semarang
07.2021 - Current
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Delivering reactive and proactive customer support for all inquiries and complaints
- Fraud prevention and handling by having a team to follow up on purchases and transactions
- Customer's voice gathering by calling them and delivering short surveys in order to figure out what products and services would best serve their needs in the future
- Customer engagement channels to reach out users during special events, programs, and/or retention to engage with them and building relations beyond transactions
- Customer education channels where we inform them on how to use our product better and have more secure transactions via all customer education channels
- Conducting outbound calls to support the business activities
- Establishing Service Experience Center as the first walk-in center in the industry
Quality Control Service Experience Center
Tokopedia
Semarang
11.2021 - 01.2022
- Monitoring Service Quality of Customer First Squad in Tokopedia Care
- Making adjustment on Weekly Quality Management
- Creating reports for weekly and monthly Service Quality and maintain a stable Quality Management
Frontliner
PT. Bank Mandiri
01.2018 - 01.2021
- Assisting customers with basic transactions, such as making deposits and withdrawals
- Accepting cash, checks, and other forms of payment from customers and keeping deposit slips, checks, and cash in order
- Verifying customers' identities and ensuring the paperwork is properly completed and they have sufficient funds in their accounts to cover their transactions
- Ensuring cash and checks are genuine, that deposit amounts and the paperwork agree, and that transactions are accurately entered into the computer system
- Counting the cash in your drawer before and after your work shift to ensure it balances
- Recording all customer transactions electronically
- Understanding and following federal banking laws and bank procedures.
Education
Bachelor of Political Science - International Relations
Diponegoro University
Semarang 09.2012 - 12.2019
Bachelor of Arts - Design and Visual Communications
Universitas Dian Nuswantoro
09.2012 - 12.2017
Skills
Google Spreadsheets
undefinedInterests
Quality Control
Timeline
Quality Control Service Experience Center
Tokopedia
11.2021 - 01.2022
Customer First Squad Service Experience Center
Tokopedia
07.2021 - Current
Frontliner
PT. Bank Mandiri
01.2018 - 01.2021
Bachelor of Political Science - International Relations
Diponegoro University
09.2012 - 12.2019
Bachelor of Arts - Design and Visual Communications
Universitas Dian Nuswantoro
09.2012 - 12.2017
Hobbies
Gaming, Food Enthusiast, Travelling
Hobbies
Gaming, Food Enthusiast, Travelling
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