Muhammad Raihan Sanika Email & Phone Number

Jakarta, Id

Jakarta, Indonesia

- Assisted clients through the onboarding and integration phases to ensure a smooth transition before Go Live transactions.- Delivered tailored end-to-end integration solutions to clients, offering extensive support to both local and international customers across multiple communication channels, including Call Support via Google Meet, Email, Viber, WeChat, WhatsApp, and Slack.- Monitored client's transaction performance and swiftly resolved issues throughout the critical six-month integration phase- Empowered customers' teams to achieve independence in utilizing Xendit products effectively.Worked collaboratively with the Sales team to promptly address concerns and inquiries raised by key accounts. Utilized business analysis expertise to bolster sales efforts and provide valuable support resources.- Managed a broad spectrum of inquiries and issues, spanning from general to product-specific concerns, including troubleshooting API integration flows and issues through replication and API log checking.- Orchestrated seamless coordination with product - engineering, compliance, legal, finance, operations, and other pertinent teams, proactively raising awareness of issues for swift resolution.

- Partnered with with Product Managers, developers and other internal teams to identify issues and formulate product enhancement strategies and business process improvements. - Analyzed customer tickets, tracking essential metrics and KPIs to assess performance and pinpoint areas for enhancement across both the Product Team and Customer Success Department, conducted bi-weekly by utilizing Looker Studio- Developed and maintained comprehensive documentation for Virtual Account and Direct Debit payment products, ensuring clear and effective communication of updates and revisions to internal teams, clients, and stakeholders, garnering up to 1000 monthly views.- Led the escalation process for issues, managing around 200 ticket escalations monthly to deliver prompt and efficient customer support.- Facilitated training sessions for internal stakeholders on product features, facilitating a seamless onboarding experience for both customers and internal teams.

Jakarta, Indonesia

-Contributed in internal CS teams' roster scheduling as side project from early implementation to optimizing scheduling platform improvement with 1000+ organized and approved shifts monthly-Designed end-to-end project plan for one of CS business improvement pipeline including quantitative and qualitative research, business process and workflow, internal talent sourcing to managing cross-stakeholders' expectation-Coordinated 4 cross teams collaboration as Project Management Officer to prepare CS Support for pipelined business expansion by updating visualized project schedule periodically, reporting weekly project update and led weekly action step meeting-Monitored and coordinated internal and external stakeholder workflow, SOP documentation and making sure 80+ project task lists are executed on time

Indonesia

-Handled and solved around 600 tickets monthly using CRM ticketing tools including customer's complaints, checking transaction inquiries and API technical questions using Postman-Achieved monthly above average QA score and semesterly KPI

Jakarta, Indonesia

Yogyakarta, Indonesia

-Started small business offering customized notebooks in 2019 and led business expansion into customized wall decoration and K- Pop merchandise in 2020.-Formulated market trend new products and initiated new partnership with vendors succeeding 200% sales in first quarter of business expansion.-Maintained 4.9 of 5.0 stars Shopee Customer Review from 3.100+ customers, provided quick support with guaranteed products.-Planned and created social media contents and implemented digital marketing through Shopee, FB and IG Ads attained current 11.5 k Shopee and 3.8 k Instagram followers.

Yogyakarta Area, Yogyakarta, Indonesia

-Planned grand design for 3 days event of IREC 2019 including main event, opening and closing concept, directed teams of 8 with 3 branches of competition such Speech, Debate and Story Telling-Arranged proposal and engaged with external stakeholders including partners and sponsors, gaining 20+ mio event profit.-Managed to invite 130+ participants across Indonesia and conducted Talk Show Session with remarkable keynote speakers such as Budiman Sudjatmiko and Aditya Percaya.

Yogyakarta Area, Yogyakarta, Indonesia

West Sumatera Province, Indonesia

-Led team of 8 and directed a full day event including opening, talk show sessions and faculty expo, invited remarkable speakers for Talk Show Session such as Anies Baswedan, Andi Arsana and Febri Diansyah.-Designed overall try out and talk show including concepts and substantial matter, and managed to invite 5800+ try out, followed by community service to increase student’s literacy in Pagai Islands, Mentawai Regency. participants and 1.000+ talk show participants in West Sumatera.-Coordinated with Sponsorship teams to arrange funding proposals and tailored relations with sponsors, achieved 15+ mio event profit.

Padang Area, West Sumatera, Indonesia

Padang Area, West Sumatera, Indonesia

Padang Area, West Sumatera, Indonesia

Padang Area, West Sumatera, Indonesia

Bachelor'S Degree, International Relations And Affairs

High School Diploma, Natural Sciences