Tommy Saputra Email and Phone Number

Directly reports to the CEO & President Director on customer excellence, logistics, and warehousing developments. Specifically focuses on driving significant customer satisfaction improvements while optimizing costs. Works to transform operations into a revenue stream, rather than solely a cost center.

Provide P&L Analysis, Insight & Project Management

Explore new business models and revenue streamDeliver company value to rural area

Role as assistant manager with around 120-130 team members. Directly report to head/VP of Customer Excellence department in Ninja Xpress. Managing customer interaction through various channels such as Whatsapp, Facebook Messenger, Line, Telegram, Email and Call Center.-. Leads project/initiative to increase customer satisfaction. Proven by rapidly increasing CSAT score since pilot project started.-. Revamping customer support reply methods to getting more engaging for customers. Removing robotic taste. Proven by CSAT score and customers review about how far customer support care about customers complaint.-. Revamping internal development.-. Revamping internal flow of information to ensure all team member keep updates directly.-. Revamping reporting flow.-. Revamping follow up process and investigation.-. Maintain all team member KPI to meet or even above company's expectation.-. Leads Project to proactively send notification about parcel status updates for customers.-. Revamping scheduling methods to maintain productivity, response time, FRT, speed of answer, answer level stay above company's expectation.

Leading an initiative in Tanah Abang, Jakarta to digitize the buying and selling process of Southeast Asia's largest textile market.

-. Ensure all team members meet target expectation and maintaining performance consistency.-. Involved/Leading in some projects to develop Customer Service's measurement and CRM.