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lathiif_shiddiq

Lathiif Shiddiq

@lathiif_shiddiq

Junior Associate ,Team Leader ,Operation ,Experienced Customer Service

Indonesië
Indonesisch
Sommige informatie wordt in het Engels weergegeven.
Over mij
I am an experienced professional with over 8 years of expertise in customer service and operations management. I have a proven track record as a Team Leader and Junior Associate, specializing in monitoring daily activities, maintaining KPIs like CSAT and AHT, and providing constructive coaching to improve team performance.... Lees meer

Skills

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lathiif_shiddiq
Lathiif Shiddiq
offline • 
Gemiddelde reactietijd: 1 uur

Bekijk mijn diensten

Gegevensinvoer
I will create automated KPI and sla dashboards in excel and google sheets
VanafUS$ 20 / projectMeer informatie

Werkervaring

Shopee

Junior Associate

Shopee • Fulltime

Aug 2024 - Oct 2024 • 2 mos

Monitored daily activities and maintained L2 Operation KPIs including CSAT, FCR, and AHT. Conducted quality monitoring of agent performance, handled escalation and ticket solving processes, and analyzed performance data to produce reports highlighting team achievements and trends. Provided constructive coaching and feedback to agents.

Teleperformance

Customer Service Team Lead

Teleperformance • Fulltime

Apr 2020 - Mar 2023 • 2 yrs 11 mos

Managed the team to achieve predetermined company and operational Key Performance Indicators (KPIs). Provided motivation and monitored team performance by providing facilities to support performance development. Conducted real-time monitoring, coaching, and organization of agents.