Open to opportunities

Abdurrofiq Nasrullah

@abdurrofiqnasrullah

Message

I lead live chat and email support teams to improve SLA performance.

Indonesia

Message

What I'm looking for

I'm looking to lead customer service or operations teams where I can improve live chat and ticket performance, develop agents through practical coaching, manage SLA and quality metrics, and turn operational issues into clear improvements.

I've led 15+ agents across live chat and email ticket operations at Hejun Zongda Data Technology and PT Koneksi Seluruh Indonesia, controlling queue flow, backlog, SLA risk, AHT, DSAT, escalations, and service recovery.

My experience also includes supervising 99% accurate content moderation operations at Teleperformance, coaching agents as an SME/QnA Coach, leading data annotation projects at Transcosmos Indonesia, and supporting international customers in English. I turn recurring operational issues into practical coaching, clear reports, and process improvements while building agent confidence and accountability.

Experience

Work history, roles, and key accomplishments

Customer Service Team Leader

Hejun Zongda Data Technology Co., Ltd. / PT Koneksi Seluruh

Oct 2025 - Jul 2026 (9 months)

Led daily customer service operations across live chat and email ticket workflows, ensuring 15+ agents responded professionally and within SLA standards. Monitored queue flow, backlog, and performance metrics, and developed team capability through coaching and case reviews.

SLA Backlog Management Escalation Handling Agent Coaching performance reporting Case Review Workforce Coordination