Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Muhammad Naqib

Operation Manager & Customer Service Manager
West Jakarta
Muhammad Naqib

Summary

Professional Summary


Strategic Operational Manager & Customer Service Leader with 7+ years of experience in business process outsourcing, vendor management, and customer operations. Proven expertise in large-scale team leadership (200+ employees) as well as direct management of service teams (35 staff), workforce planning, payroll administration, and KPI/SLA monitoring (including CSAT and NPS). Skilled in escalation management, process optimization, and the design of scalable SOPs that improve efficiency, reduce costs, and enhance customer experience. Adept at leveraging CRM systems (Salesforce, Qontak, BitbyBit, Cekat) and data-driven reporting to drive operational excellence. Recognized by C-level executives for cross-functional contributions, including support for HR and General Affairs (GA) teams in strategic initiatives and organizational development.

Overview

9
years of professional experience
2
Languages

Work History

Grab

Freelance Driver (Career Gap Experience)
04.2025 - Current

Job overview

· Delivered customer service excellence with a 5/5 service rating across 800+ rides.

· Enhanced time management, adaptability, and problem-solving skills in fast-paced environments.

· Interacted with diverse customers, building empathy and conflict resolution capabilities.

PT. Mitracomm Ekasarana Business Process Service

Operational Manager (Indosat MS Consolidation Project)
09.2022 - 03.2025

Job overview

· Directed communication and reporting between Assistant Vice President and Collection & Secretary Teams nationwide.

· Monitored KPI and SLA compliance across multiple teams, consistently achieving over 95% adherence.

· Produced and analyzed monthly financial, operational, and payroll reports.

· Worked with Employee Relations team on recruitment, training, and performance management initiatives.

PT. Hana Fashion Indonesia

Customer Service Manager
10.2020 - 07.2022

Job overview

· Managed 35 staff (5 Team Leaders, 2 QA, 28 CS) across live chat, outbound, and marketplace operations.

· Implemented SOPs and KPIs, achieving a 20% reduction in response time and improved CSAT performance.

· Oversaw operational alignment with marketing campaigns to ensure product and service availability.

· Reduced escalations by 15% through root cause analysis and team coaching initiatives.

· Supported C-level executives by assisting the GA team in strategic and organizational improvements.

PT. Transcosmos Indonesia (Tokopedia Project)

Real Time Floor Monitoring (RTFM)
04.2018 - 06.2020

Job overview

· Monitored service levels for email and live chat operations in real-time.

· Created daily and hourly KPI performance reports for management oversight.

· Coordinated recovery action plans during high-volume surges, reducing customer wait time by 20%.

PT. Transcosmos Indonesia (Tokopedia Project)

Customer Service Team Leader
03.2017 - 04.2018

Job overview

· Supervised operational team members through rostering, coaching, and monitoring.

· Maintained 100% SLA compliance while driving improvements in productivity and quality.

· Worked with RTFM team to control traffic spikes and avoid service disruptions.

PT. Transcosmos Indonesia (Tokopedia Project)

Customer Service Agent
08.2016 - 02.2017

Job overview

· Handled 50+ customer inquiries daily via email and chat, achieving over 90% resolution rate.

· Acknowledged as a consistent KPI achiever and contributor to improved service processes.

Education

University of Jember

Bachelor's degree from International Relations
01.2015

University Overview

GPA: 3.17

Skills

Operations & Business Process Management

Timeline

Freelance Driver (Career Gap Experience)

Grab
04.2025 - Current

Operational Manager (Indosat MS Consolidation Project)

PT. Mitracomm Ekasarana Business Process Service
09.2022 - 03.2025

Customer Service Manager

PT. Hana Fashion Indonesia
10.2020 - 07.2022

Real Time Floor Monitoring (RTFM)

PT. Transcosmos Indonesia (Tokopedia Project)
04.2018 - 06.2020

Customer Service Team Leader

PT. Transcosmos Indonesia (Tokopedia Project)
03.2017 - 04.2018

Customer Service Agent

PT. Transcosmos Indonesia (Tokopedia Project)
08.2016 - 02.2017

University of Jember

Bachelor's degree from International Relations
Muhammad NaqibOperation Manager & Customer Service Manager