Mar'I Muhammad
S.T
Jakarta Barat,Bekasi
Overview
9
9
years of professional experience
Work History
SERVICE ENGINEER
PT Hase Utama Indonesia
01.2018 - Current
- Company Overview: PT HASE UTAMA INDONESIA start out with a focus on lab instrument for the petroleum and petrochemical industries, with a Hard work, a dedicated sales team constantly in the field, and an unfailing service promise, has made PT HASE a market leader and the leading distributor of laboratory instruments and industrial equipment for Indonesia
- Installation, validation and commissioning Physical Testing Equipment in Oil and Gas Testing
- Perform problem solving, service and repair and make reports for the management
- Provide high level technical support to customers
- Provide training
- Develop and compile technical documentation services
- Understand the contents of the contract / SPB / PO
- PT HASE UTAMA INDONESIA start out with a focus on lab instrument for the petroleum and petrochemical industries, with a Hard work, a dedicated sales team constantly in the field, and an unfailing service promise, has made PT HASE a market leader and the leading distributor of laboratory instruments and industrial equipment for Indonesia
TEAM LEADER
Teleperformance Indonesia
01.2016 - 01.2018
- Company Overview: Teleperformance is a Global BPO company
- It spreads in 75 countries around the world
- Lead a team
- Lead a high-performing team consists of 8 people in a department which deals with critical business issue
- Giving mentorship
- Help agents to have a capability in solving problem and critical thinking through an intensive mentoring and encourage them to have a good career plan
- Manage team
- Manage team to make them be the best team and finally be able to achieve KPI targets
- My team must make customer happy in order to make our client happy
- They must achieve all the targets such as Accuracy, LMS, and FTR
- Set the target
- Make an internal target for my team
- For example, our errors must be '0', attendance level minimum 90%, LMS score minimum 90, response time to the ticket must be in 10 minutes, and must have a good skill in making a call
- Make evaluation set the planning
- After getting the agents' achievement, I will look at the data and analyse it
- The I must find the root cause
- It caused by internal or external factors
- Internal means it comes from the agent, external comes from non-agent errors, such as tools and work environment
- Provide coaching session
- In TP there is a standard for every TL that is known as 80-20
- 80% of TL's shift will be spent to manage the team, and the rest 20% will be spent to handle administrative matters
- During coaching session, I will implement based on the finding when analysing data
- Do Management responsibilities
- Making justification for some discrepancies and making report
- For the report, it will be done daily, weekly, monthly, and quarterly
- Give insight
- Giving insights, suggest recommendations, and influence team strategy through effective communication
- What I usually do when giving insight, I will send email about some obstacles and provide some recommendation solutions
- We also have a tool connected with client and through that tools, TL can give an insight related to the business purposes such as what should be improved and what should be upgraded or updated
- Monitoring
- Make sure that my team achieve all of the targets, not only my team, I have to have awareness of my surroundings
- In Teleperformance, people must obey the rule especially GESP and make sure that the value of TP was not violated
- Coordinate with other departments
- I have to coordinate with other departments
- For example, WFM when I have issue about attendance and schedule and HR when agent's contract is not extended
- Teleperformance is a Global BPO company
- It spreads in 75 countries around the world
Education
Bachelor's Degree - Chemical Engineering
Islamic University Of Indonesia
01.2010 - 1 2014
Skills
Good communication skills
Personal Information
- Date of Birth: 07/22/93
- Gender: Male
- Nationality: Indonesia
Organizationexperiences
- 2011, Staff of Public Relation, HM TK-TT
- 2012, Staff of Creativity Student, HM TK-TT
- 2013, Chairman of Creativity Student, HM TK-TT
Timeline
SERVICE ENGINEER
PT Hase Utama Indonesia
01.2018 - Current
TEAM LEADER
Teleperformance Indonesia
01.2016 - 01.2018
Bachelor's Degree - Chemical Engineering
Islamic University Of Indonesia
01.2010 - 1 2014
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