Fajar Arafat
Operations Supervisor
Jakarta
Summary
Organized and dependable leader successful at managing multiple line of business in service delivery field within E-Commerce and Telecommunications industry with overall 6+ years experience in service and user satisfaction related. Demonstrated diversity and able to develop high performing team.
Overview
6
6
years of professional experience
3
3
Languages
Work History
Service Delivery Supervisor
TikTok
Jakarta
07.2022 - Current
- Managed efficient teams of up to 63 employees and several sub-department within Service Delivery Department and involved in employee hiring internal and external department across all SEA.
- Developed strong relationships with cross-collaborators, leading to increased satisfaction across all line of business and involved in SOP optimization.
- Evaluated operational metrics regularly, identifying trends and implementing corrective actions.
- Established clear communication channels within the team, initiated team events to foster a collaborative work environment, and developing high performing team
- Enhanced service delivery efficiency by streamlining processes and implementing best practices within TikTok in house and BPO by standardizing the standard response to users from all line of bossiness
Customer Service Specialist
TikTok
Jakarta
11.2021 - 07.2022
- Assisted new SEA employees as new hire mentor to support team development
- Enhanced customer satisfaction by resolving issues promptly and professionally.
- Trained new hires training to support smooth on-boarding process
- Supported team members daily internal inquiry as subject matter expert
- Analyzed satisfactions samples and gather the insights from user's feedback that potentially support SOP and quality improvement.
Customer Relationship Officer
PT VADS Indonesia
Jakarta
04.2019 - 11.2021
- Investigated and resolved VIP and Premium customers inquiries and complaints quickly.
- Reduced call center wait times by efficiently managing incoming requests and delegating tasks end-to-end effectively.
- Handled all line of customer service including call, chat, email, and site visit.
- Manage the customer's escalation and daily support for team members as part of team leader representative.
Contact Center Representative
PT VADS Indonesia
Yogyakarta
10.2018 - 04.2019
- Responded proactively and positively to rapid change.
- Streamlined processes for faster issue resolution, contributing to overall contact center efficiency.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Followed-through on all critical inter-departmental escalations to increase customer satisfaction and resolution rates.
Education
Bachelor of Arts - Communication Studies
Universitas Darussalam Gontor
Ponorogo, Indonesia 04.2001 -
Skills
Cross-Functional Collaboration
Performance Evaluations
Organizational Skills
Operational Efficiency
Analytical and Critical Thinking
Teamwork and Collaboration
Data Management
Leadership
Accomplishments
- Build new hire probations objective to standardize the skillset and attributes for service delivery employee with 100% success rate.
- Collaborated with QA and SOP to standardize creator service LoB to revamping the service standard resulted in >80% creators satisfaction
Timeline
Service Delivery Supervisor
TikTok
07.2022 - Current
Customer Service Specialist
TikTok
11.2021 - 07.2022
Customer Relationship Officer
PT VADS Indonesia
04.2019 - 11.2021
Contact Center Representative
PT VADS Indonesia
10.2018 - 04.2019
Bachelor of Arts - Communication Studies
Universitas Darussalam Gontor
04.2001 -