Muhammad Fadly Email & Phone Number

Jakarta, Indonesia

Jakarta, Indonesia

Handling every project related Customer Satisfaction in Bukalapak and all subsidiaries

• Responsible for ensuring the smooth operations of all operational elements within the company• Responsible for ensuring smooth cross department collaboration and will also lead special projects • Ensure smooth processes to drive cross team collaborations • Work with teams to create Objective Key Results and key performance indicator• Monitor and report on team KPIs • Drive a project orientation within the company

Greater Jakarta Area, Indonesia

- Giving advice for customer service improvement- Supervise everything about content in our external platform, especially Twitter and Instagram- Create digital project or campaign to increase our customer experience- Develop BukaBantuan Bukalapak Customer Service branding as the best service- Create internal activity and social media activation to build service culture- Create insight across competitors- Responsible for another outreach program… Show more - Giving advice for customer service improvement- Supervise everything about content in our external platform, especially Twitter and Instagram- Create digital project or campaign to increase our customer experience- Develop BukaBantuan Bukalapak Customer Service branding as the best service- Create internal activity and social media activation to build service culture- Create insight across competitors- Responsible for another outreach program and project about customer satisfaction- Spare time for sharing about customer obsessed in whole company. Always make me feel exciting to meet another department! Show less

Greater Jakarta Area, Indonesia

To assure customer service quality by helicopter view- Setting customer service standards (SOP and gudline), training (hardskill and softskill) and coaching for improvement- Build service branding as BukaBantuan Bukalapak- Provides direction to members of multi-disciplinary teams to ensure that program, project and service goals are achieved within agreed upon time and parameters- Provides a continuous service improvement model to facilitate an outstanding customer… Show more To assure customer service quality by helicopter view- Setting customer service standards (SOP and gudline), training (hardskill and softskill) and coaching for improvement- Build service branding as BukaBantuan Bukalapak- Provides direction to members of multi-disciplinary teams to ensure that program, project and service goals are achieved within agreed upon time and parameters- Provides a continuous service improvement model to facilitate an outstanding customer experience from incident and problem management, to service management and execution- Verifies operations against Service Level Agreements and Operational Level Agreements. Show less

Greater Jakarta Area, Indonesia

To assure customer service quality , setting customer service standards, training and coaching for improvement, and monitoring agent- Provides direction to members of multi-disciplinary teams to ensure that program, project and service goals are achieved within agreed upon time and parameters-Simplifies and strengthens customer experiences and builds customers' trust by listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to… Show more To assure customer service quality , setting customer service standards, training and coaching for improvement, and monitoring agent- Provides direction to members of multi-disciplinary teams to ensure that program, project and service goals are achieved within agreed upon time and parameters-Simplifies and strengthens customer experiences and builds customers' trust by listening to feedback, understanding reasons for dissatisfaction, and identifying opportunities to improve- Provides a continuous service improvement model to facilitate an outstanding customer experience from incident and problem management, to service management and execution- Makes recommendations for service improvement plans and ensures actions are followed through to completion in a timely manner- Verifies operations against Service Level Agreements and Operational Level Agreements.- Assigns work, establishes goals and reviews performance. Identifies and implements staff development needsResolves problems quickly, ensures root causes are addressed and that problems do not recur; ensures customers are satisfied with timing and quality of solutions offered Show less

Greater Jakarta Area, Indonesia

Maintain and coordinate with our call center vendor- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses- Conduct to maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends-… Show more Maintain and coordinate with our call center vendor- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses- Conduct to maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends- Hire, train and onboard new Call Center Agents as required to meet quotas- Provide coaching and assistance to call center agents on an ongoing basis Show less

Greater Jakarta Area, Indonesia

Handling for urgently or hard complain from customers, building customer engagement, and customer priority relation.

Greater Jakarta Area, Indonesia

Handling for customer engagement, content planner, and evaluation

Universitas Paramadina

As a Campus Ambassador and Digital Creative

Internship Program

Education record

Paramadina - Djarum Foundation Fellowship 2011

Education record

President of Green Lovers Community, Duta Karang (Coral Ambassador 2011), Red Cross, Participant of Geoscience National Science Olimpiade.