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Agaputra Awali

@agaputraawali

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A customer experience in e-commerce based in Indonesia with customer sense skills.

Indonesia

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What I'm looking for

I have perfected my customer experience skills with a background in service to company profit. I'm looking for opportunities where I can apply those skills to a mission I'm passionate about.As someone who is familiar with customer relations and business development, I am known for my ability to be a person with resilience and problem solving skills, and also contribute to retention.

With around 5 years of experience in the area of Customer Experience in e-commerce, I've developed a strong sense for identifying long-term customer needs and relationships, also maintaining retention of long time period by contributing to the company's profit.

Experience

Work history, roles, and key accomplishments

Customer Experience Supervisor

LummoSHOP

Sep 2020 - Nov 2022 (2 years 2 months)

Do the business strategic plan about Payment, Logistic, Risk & Fraud, and Tech to achieved better NPS. Also developed new strategic on escalation process, cut 75% process to serve better customer experience and contribute 25k orders created & GMV up to IDR 7bio. Led and manage a team of 35 full-time employee and 5 outsourcing and together met and exceeded KPI.

Customer Experience Customer Experience Strategy Customer Experience Tech Stacks Customer Experience Management Logistics Logistic Management Payments Payment Systems Payment Vendors Payment Gateways

Customer Engagement

iflix

Oct 2018 - Sep 2020 (1 year 11 months)

Increase awareness of new trends and items and answered any inbound questions via direct messages, also comments section. Doing Quality Assurance score for managerial level and performance of each agent and rewarded as Best Agent (highest case solved, fast response, and good feedback from the customer).

Customer Engagement Customer Engagement Metrics Customer Engagement Management Customer Engagement Operations

Account Executive

Fabelio

Nov 2017 - Oct 2018 (11 months)

Convert Leads In to Hot Leads, report roughly (1500 leads in) per month, communicate and persuade the client, set the target for sales team, & estimate the price of the project. Increase the potential leads into income sales every month and report and evaluating the result in weekly meeting.

Sales B2B Sales B2C Sales