Supriyadi . Email & Phone Number

Semarang, Central Java, Indonesia

- Implemented a standardized crisis management framework within Tokopedia Care, achieving optimal response and handling times of 10 minutes while maintaining high levels of customer satisfaction.- Contributed to the creation of Tokopedia's first dedicated Payment & Fintech customer service team and feature, collaborating with various departments across the company.- Led in-house and partner teams across Jakarta and Semarang, managing customer complaints and engagement on Tokopedia's official social media and chat channels related to payment issues.- Received the Most Proactive Employee award for outstanding performance and initiative.- Strengthened collaboration and communication with the BPO team, promoting a more cohesive and efficient working relationship.

Semarang, Central Java, Indonesia

- Actively monitoring employee performance and attendance, with a focus on maintaining high standards and enforcing disciplinary actions when necessary to ensure operational excellence.- Reviewing and analyzing employee productivity to ensure alignment with client expectations, while recommending strategic improvements to uphold and exceed quality standards.- Supporting the Operations Manager in driving key projects focused on KPI enhancements and overall operational efficiency.- Proactively identifying and evaluating customer needs, implementing strategies to boost satisfaction and elevate Net Promoter Scores (NPS).

Semarang, Central Java, Indonesia

Expert in managing high call volumes with a focus on real-time floor monitoring to ensure optimal performance. Diligently track attendance and adherence, quickly identifying and addressing agent discrepancies. Proactively implement action and recovery plans during call surges to maintain seamless operations.

Semarang, Central Java, Indonesia

Planning, managing, and monitoring all team members through guidance and coaching.Responsible for providing services to all interacting customers and handling customer requests. Managing all daily operational activities.Following up, monitoring, and resolving customer complaints received through the application or other available media in accordance with the applicable business processes.