Rachmat Arriz Saputra Email & Phone Number

County Dublin, Ireland

Georgetown, Penang, Malaysia

- Consistently and accurately resolve 35 – 45 issues daily with topics related to account recoveries, gameplay and billing issues, account trading, legal inquiries and GDPR Data related requests.- Performed deep investigations in handling players’ inquiries by utilizing vendor's in‑house tools to ensure that all decisions are made correctly to give players the best customer experience.- Held consultations with the Subject Matter Experts, Quality Assurance department and the trainers in… Show more - Consistently and accurately resolve 35 – 45 issues daily with topics related to account recoveries, gameplay and billing issues, account trading, legal inquiries and GDPR Data related requests.- Performed deep investigations in handling players’ inquiries by utilizing vendor's in‑house tools to ensure that all decisions are made correctly to give players the best customer experience.- Held consultations with the Subject Matter Experts, Quality Assurance department and the trainers in handling complex cases to provide the best solutions for the players.- Successfully maintain more than 75% customer satisfaction (CSAT) rate and 85% ‑ 100% Quality Assurance score monthly by following and understanding vendor's internal procedure correctly.- Stay updated with the vendor's internal procedure and game updates to handle players inquiries accordingly.- Replied the players’ inquiries with empathetic and concise languages by formulating specific FAQs for various type of cases from the players. Show less

Penang, Malaysia

- Orchestrated the successful onboarding and training of a cohort of 10 new hires, ensuring consistent learning outcomes and integration into operational teams within the stipulated timeframe. - Developed and delivered specialized training modules for new hires, focusing on industry-specific knowledge, company policies, and customer service skills. - Led and executed comprehensive product training sessions for a diverse group of 20 participants, ensuring thorough understanding and… Show more - Orchestrated the successful onboarding and training of a cohort of 10 new hires, ensuring consistent learning outcomes and integration into operational teams within the stipulated timeframe. - Developed and delivered specialized training modules for new hires, focusing on industry-specific knowledge, company policies, and customer service skills. - Led and executed comprehensive product training sessions for a diverse group of 20 participants, ensuring thorough understanding and proficiency in utilizing client's internal tools and the upgraded version of the product. - Evaluated training effectiveness through assessments, feedback, and performance metrics. - Utilized data-driven insights to measure training impact and make continuous improvements to training programs. Show less

Malaysia

- Selected to become IIUM campus ambassador of FutureLab Malaysia, a leading online mentoring platform in Southeast Asia (SEA) that connects experienced industry professionals with mentees who are young professionals and fresh graduates aimed to close skills and knowledge gap to achieve career goals of the mentees.- Responsible in identifying career areas of interest of IIUM students, reaching out to and inviting industry professionals across various industries to take part in the mentoring… Show more - Selected to become IIUM campus ambassador of FutureLab Malaysia, a leading online mentoring platform in Southeast Asia (SEA) that connects experienced industry professionals with mentees who are young professionals and fresh graduates aimed to close skills and knowledge gap to achieve career goals of the mentees.- Responsible in identifying career areas of interest of IIUM students, reaching out to and inviting industry professionals across various industries to take part in the mentoring programs and organizing online mentoring sessions between industry professionals and IIUM students and graduates as the mentees. Show less

Indonesia

- Led the whole processes in organizing the online Digital Marketing Bootcamp by scheduling classes, liaising with the instructors, conveying information to the students and gathering feedback.- Resolved arising issues from the students by providing accurate information with empathy to create positive learning experience in a timely manner.- Taking the role as the Master of Ceremony (MC) in organizing the online classes to assist instructors in delivering conducive and positive sessions… Show more - Led the whole processes in organizing the online Digital Marketing Bootcamp by scheduling classes, liaising with the instructors, conveying information to the students and gathering feedback.- Resolved arising issues from the students by providing accurate information with empathy to create positive learning experience in a timely manner.- Taking the role as the Master of Ceremony (MC) in organizing the online classes to assist instructors in delivering conducive and positive sessions for the students.- Interacted closely with the students to understand their obstacles in learning and supported them by providing additional learning materials, information, and tools.- Documented all administrative matters and online sessions conducted to be reported to the student success manager and on the company’s Learning Management System (LMS). Show less

Malaysia

- Elected to become the only campus ambassador of Nestle Malaysia for IIUM.- Acted as a bridge between Nestle Malaysia and IIUM students by informing Nestle Malaysia’s career related events, workshops, youth programs and graduate programs to increase Nestle’s brand awareness and to close the career opportunity information gap between Nestle and IIUM students and graduates.

Selangor, Malaysia

- Composed and scheduled promotional and product insights messages to be shared with the Pandai App users through WhatsApp; users engagement rate increased by 50%.- Produced Pandai App user guideline videos scripts in Bahasa Melayu (Malay) in collaboration with the Product Development Department.- Performed competitor analysis on various SEA EdTech companies and provided feedback to the company for product improvement purpose.

Malaysia

- Identified and approached 30+ Malaysian KOLs and Influencers daily.- Acquired and acted as an Account Manager for 50+ Malaysian KOLs and Influencers that are active on YouTube, TikTok and Instagram; responsible in introducing them to the company's affiliate marketing scheme, benefits and entertaining inquiries.- Informed and educated the KOLs and Influencers on how to maximize their revenue and the latest E‑commerce double digit campaigns that they could participate in.- Achieved… Show more - Identified and approached 30+ Malaysian KOLs and Influencers daily.- Acquired and acted as an Account Manager for 50+ Malaysian KOLs and Influencers that are active on YouTube, TikTok and Instagram; responsible in introducing them to the company's affiliate marketing scheme, benefits and entertaining inquiries.- Informed and educated the KOLs and Influencers on how to maximize their revenue and the latest E‑commerce double digit campaigns that they could participate in.- Achieved Shopee Malaysia's affiliate monthly targets worth 5,000 MYR and 7,500 MYR in June and July 2021. Show less

Selangor, Malaysia

- End-to-end involvement in the company’s Instagram contents creation starting from content pillars planning, contents scheduling, researching, writing and editing in collaboration with the graphic designer.- Produced and posted Instagram contents daily with topics circulating around the Tech Industry, Product Management, Project Management and UI/UX Design combined with the company’s Bootcamp programs promotions to generate leads and applicants.

Malaysia

- Appointed as one of the Maybank student ambassadors for IIUM assigned to increase the brand awareness and engagement rate of Maybank with IIUM students and graduates.- Consistently involved in promoting Maybank Malaysia’s career webinars, engagement events, internship and graduate programs through various Social Media platforms.

Indonesia

- Reached out, negotiated and secured two interview opportunities with PEKA Malaysia, a MalaysianEnvironmental NGO, and ERTH Malaysia, a Malaysian Electronic Waste Recycling Center, to establishrelationship and gain information pertaining the journey and contributions of both organizations.- Transformed the obtained information into narrative writings in line with Sociopreneur Indonesia’s Weaver Magazines themes, an electronic magazine produced by the company, in consultation with… Show more - Reached out, negotiated and secured two interview opportunities with PEKA Malaysia, a MalaysianEnvironmental NGO, and ERTH Malaysia, a Malaysian Electronic Waste Recycling Center, to establishrelationship and gain information pertaining the journey and contributions of both organizations.- Transformed the obtained information into narrative writings in line with Sociopreneur Indonesia’s Weaver Magazines themes, an electronic magazine produced by the company, in consultation with the internship supervisors.- Revised writing drafts and have the final versions of both narrative writings included in the publication of Weaver sixth & seventh edition with “Environmental Action” and “Celebrating Freedom Through Kindness” as the themes of both editions. Show less