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Esplora
Fiverr Pro
Italiano
$
USD
Lathiif Shiddiq
@lathiif_shiddiq
Junior Associate ,Team Leader ,Operation ,Experienced Customer Service
Indonesia
Indonesiano
Chi sono
I am an experienced professional with over 8 years of expertise in customer service and operations management. I have a proven track record as a Team Leader and Junior Associate, specializing in monitoring daily activities, maintaining KPIs like CSAT and AHT, and providing constructive coaching to improve team performance.
Competenze
Lathiif Shiddiq
offline •
Tempo di risposta medio: 1 ora
Consulta i miei servizi
Inserimento dati
I will create automated KPI and sla dashboards in excel and google sheets
Esperienza lavorativa
Junior Associate
Shopee • Full time
Aug 2024 - Oct 2024 • 2 mos
Monitored daily activities and maintained L2 Operation KPIs including CSAT, FCR, and AHT. Conducted quality monitoring of agent performance, handled escalation and ticket solving processes, and analyzed performance data to produce reports highlighting team achievements and trends. Provided constructive coaching and feedback to agents.
Customer Service Team Lead
Teleperformance • Full time
Apr 2020 - Mar 2023 • 2 yrs 11 mos
Managed the team to achieve predetermined company and operational Key Performance Indicators (KPIs). Provided motivation and monitored team performance by providing facilities to support performance development. Conducted real-time monitoring, coaching, and organization of agents.
