faisal hediansyah, Senior Customer Experience Management

About

i'am a Customer Experience or Satisfaction Specialist with 5 years Experience

Experience

Segari

Jan 2022 – Present

Jakarta

Senior Customer Experience Trainer

- Supervising the quality monitoring team, especially Learning and Development Team, and also QA team - Concepting learning design for BPO and Inhouse Ops - Mapping Knowledge Managament Base on Customer Journey Story - Mapping module Checklist - Create training module - Create training package, TNA and bootcamp program - Create punishment concept to reduce and warn agent mistake - Create metrics development indicator - Initiating idea to business process improvement - Sync with any stakeholder to run the adhoc project - Run the socialization to ops for adhoc and revamp project - Breakdown and make sure the OKR's run in excellence level as individual and team

Bukalapak

Jan 2018 – Jan 2021

Jakarta

Service Quality Assurance

- Transferring Knowledge to all team about Product Knowledge in Bukalapak Customer Satisfaction Management Tribe - Transferring & Developing about Soft Skill to all agent/staff in Customer Satisfaction Management Tribe - Socialize & Review about SOP, Handbook & Project in Customer Satisfaction Management Tribe - Making a Training Need Analyst - Arrange The Training Checklist, Learning Modul and Upskill (softskill or hardskill) for Operational Support (include Inhouse & BPO) - Arrange and Conduct Refreshment Test Monthly for Monitoring How the progress of All Agent or Customer Support Employee - Making The Project Individual / Ideation Improvement

Education

IPB University

Jan 2012 – Jan 2015

Vocational of Communication , Communication

faisal hediansyah

Senior Customer Experience Management

Skills

Languages