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rifkidwisaputra

Rifki Saputra

@rifkidwisaputra
Indonesië
Engels
Sommige informatie wordt in het Engels weergegeven.
Over mij
I help businesses improve customer experience through professional customer support and clear communication. With experience in email and live chat support, chatbot optimization, knowledge base creation, SOP documentation, and English-Indonesian translation, I deliver accurate, customer-focused solutions. I am detail-oriented, reliable, and committed to providing high-quality work on time. Whether you need customer support, chatbot content, or business communication assistance, I’m here to help your business succeed.... Lees meer
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rifkidwisaputra
Rifki Saputra
offline • 
Gemiddelde reactietijd: 1 uur

Bekijk mijn diensten

Berichten sturen en e-mailen
I will write professional customer support email templates
VanafUS$ 20 / projectMeer informatie

Werkervaring

Cincha

Cincha

Fulltime • 9 mos

Senior Customer Experience

Mar 2026 - Present • 4 mos

● Reduced average email response time by 6 hours (from 18 to 12 hours). ● Increased CSAT score to 85% through improved customer handling and quality assurance initiatives. ● Increased First Contact Resolution (FCR) to 80% by improving troubleshooting processes and agent effectiveness. ● Implemented structured customer feedback loops, translating insights into actionable product and service improvements. ● Initiated and led Standard Operating Procedures (SOPs) for reviewing 100% of CSAT comments, including direct follow-ups with customers where relevant. ● Achieved and maintained a Net Promoter Score (NPS) of 80. ● Managed VIP and high-priority customer interactions, ensuring timely resolution and high customer satisfaction. ● Increased agent productivity to an average of 50 cases handled per day while maintaining service quality. ● Oversaw quality assurance programmes, including CSAT review processes and actionable feedback implementation. ● Drove continuous CX process improvements that enhanced operational efficiency and customer experience outcomes.

Customer Experience

Oct 2025 - Mar 2026 • 5 mos

● Reduced average email response time by 6 hours (from 18 to 12 hours) ● Increased First Contact Resolution (FCR) to 80% ● Implemented structured customer feedback loops, translating insights into actionable product and service improvements. ● Initiated and led Standard Operating Procedures (SOPs) for reviewing 100% of CSAT comments, including direct follow ups with customers where relevant. ● Achieved and maintained a Net Promoter Score (NPS) of 80 ● Increased agent productivity to an average of 50 cases handled per day while maintaining service quality. ● Launch of an enhanced chatbot, improving self-service capabilities and reducing inbound ticket volume

Tokopedia

Customer Service Lead

Tokopedia • Fulltime

May 2025 - Oct 2025 • 5 mos

● Built SOPs, workflows, and knowledge bases to ensure consistent service quality across email and WhatsApp chat ● Implemented customer service system (NXLink) and CRM automations, reducing ticket backlog by 50% ● Monitored product performance, checkout conversion, and traffic-related issues, driving improvements that cut tickets by 30% ● Collaborated with Product, Tech, Logistics, and Business teams to resolve root causes and boost customer satisfaction to 85%+ ● Led operational readiness for product launches, including issue trees, internal guidelines, and help articles ● Improved CSAT to 90% by optimizing response time