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lathiif_shiddiq

Lathiif Shiddiq

@lathiif_shiddiq

Junior Associate ,Team Leader ,Operation ,Experienced Customer Service

Indonesia
Indonesio
Parte de la información aparece en idioma inglés.
Sobre mí
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.... Lee más

Habilidades

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lathiif_shiddiq
Lathiif Shiddiq
desconectado • 
Tiempo medio de respuesta: 1 hora

Revisa mis servicios

Entrada de datos
I will create automated KPI and sla dashboards in excel and google sheets
DeUSD 20 / proyectoMás información

Experiencia laboral

Shopee

Junior Associate

Shopee • Tiempo completo

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.

Teleperformance

Customer Service Team Lead

Teleperformance • Tiempo completo

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.