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Lathiif Shiddiq
@lathiif_shiddiq
Junior Associate ,Team Leader ,Operation ,Experienced Customer Service
Indonésie
Indonésien
À propos de moi
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.
Compétences
Lathiif Shiddiq
hors ligne •
Temps de réponse moyen de 1 heure
Voir mes services
Saisie de données
I will create automated KPI and sla dashboards in excel and google sheets
Expérience professionnelle
Junior Associate
Shopee • Temps plein
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 • Temps plein
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.
