Nuryasin - Email & Phone Number

Tangerang, Banten, Indonesia

Under the supervision of the Revenue Management Director with the main responsibilities are to manage the response GX teams to customer inquiry from all communication channels and ensuring that issues can be resolved properly to achieve SLA response time

Jakarta, Indonesia

I have 12 subordinates: 2 Supervisors, 10 Team Leaders, and oversee 100 agents. Besides the customer care area with the chat and voice channel, I am also responsible for Social Media channels with the achievement a response time is always under 1 hour. While managing customer care, achievement of CSAT are always >92% and occupies number 1 compared to other BPOs. I also successfully completed "COPC Best Practice for Quality Management Training" in accordance with the COPC Customer Experienced Standard with a score of 92%

Jakarta, Indonesia

The number of headcounts that I am responsible for has increased to 80 agents, 1 SPV, and 2 Team Leaders. There are 6 projects under my auspices, including Seller Mapping with the task of mapping products to the competitors, I achieve an accuracy target of > 90% every month. I have also handed LSS Project which is responsible for Seller Growth, offering Sellers to increase their sales

Jakarta, Indonesia

I am supervising 4 Team Leaders and 45 agents, with this number of teams I'm responsible for ensuring operations run well 24/7. With the position I held, I succeeded in achieving all the KPI targets given like a Service Level of >82%, FCR of>85%, Sweeping Backlog of 60/days, and QA Score of>90%. Apart from that, I’m also responsible for the Retention Project which has a role in ensuring that customers loyal to the company, and got pretty good results

Jakarta, Indonesia

My responsibility is to manage 15 agents to achieve the KPIs given by the company like Productivity >60/days, Reopen <3%, and CSAT >92%. I am also liable for providing daily and weekly reports. Besides that, I am also given the authority to coordinate with clients to tight monitoring escalation tickets that are >3 days. With the achievement of all the given KPIs, I was selected to the Best Team Leader 2 times

Jakarta, Indonesia

Answering customer inquiries through inbound call services and responding to information customers need via email is my responsibility, I also do escalate to another department if needed. Apart from that, I have also served in the live chat service which made me the best agent due to I achieved the most productivity, on average of >100 inflow per day