Open to opportunities

Bimo Erki Basuki

@bimoerkibasuki

Message

Results-driven customer service and e-commerce operations professional.

Indonesia

Message

What I'm looking for

I am looking for a role that fosters collaboration, values customer satisfaction, and offers opportunities for professional growth.

I am a results-driven customer service and e-commerce operations professional with a strong track record of maintaining high-quality service standards and optimizing workflows. My experience spans across various roles where I have consistently enhanced customer satisfaction through effective issue resolution and process improvement.

Throughout my career, I have achieved significant milestones, including the Best Agent Award for exceptional performance in customer satisfaction and response efficiency. I have successfully revamped over 50 Standard Operating Procedures (SOPs), which led to a 30% reduction in resolution time for customer support cases. My analytical skills have enabled me to implement strategies that increased customer satisfaction by 15%, demonstrating my commitment to data-driven decision-making.

Currently, I am focused on creating and optimizing SOPs to improve service quality and operational efficiency. My collaborative approach allows me to work effectively with cross-functional teams, ensuring that we meet and exceed customer expectations. I am passionate about continuous improvement and am eager to contribute to a dynamic organization that values customer-centric solutions.

Experience

Work history, roles, and key accomplishments

Buyer Segment

Service Resolution SOP

Sep 2024 - Present (10 months)

Improved over 15 SOPs focusing on Buyer aftersales, logistics, and payment-related inquiries, supporting CSAT improvement by optimizing SOPs for Paylater handling and refund inquiries. Reduced Internal Escalation Rate and collaborated with the Global Payment Team on day-to-day SOP refinement.

Customer Satisfaction Aftersales Payment Processing

Seller Segment

Service Resolution SOP

May 2024 - Present (1 year 2 months)

Improved over 40 SOPs for the Seller Segment, focusing on logistics and payment handling, which reduced the Seller Business Line Internal Escalation Rate. Participated in major initiatives like the Seller Escalation Rate Improvement and Zero Backlog SS L2 project.

Logistics Management

Creator Segment

Service Resolution SOP

May 2024 - Present (1 year 2 months)

Created and revamped 10 SOPs for the Creator Segment, reducing internal escalation rates and improving key metrics like 24H Resolution Rate and First Contact Resolution (FCR). Contributed to the strategic CREATOR SSAT PROJECT: Road to 85%.

SOP Development Process Improvement Metrics

Customer Service Specialist

Bytedance (Tiktok Shop)

Oct 2023 - Present (1 year 9 months)

Analyzed key metrics like CSAT, DSAT, and resolve rates to improve customer service quality. Collaborated with key contacts to enhance processes and provide solutions for daily operations.

Customer Service Data Analysis Process Improvement Performance Metrics Collaboration

Tier 2 Specialist

Bytedance (Tiktok Shop)

Feb 2022 - Present (3 years 5 months)

Managed Tier 1 escalations for efficient issue resolution, coordinating with key contacts. Assisted buyers, sellers, and creators on TikTok Shop, analyzing root causes and ensuring clear communication for quality support.

Escalation Management Customer Support Root Cause Analysis Cross Functional Collaboration Communication

L2 Shopefood Customer Service Agent

PT Shopee Indonesia

Aug 2021 - Present (3 years 11 months)

Solved order problems involving buyers, merchants, and drivers within Shopeefood. Ensured smooth resolution of complex food delivery issues.

Order Management Customer Service Conflict Resolution Logistics Coordination Payment Processing

Customer Services Social Media Agent

PT Shopee Indonesia

Aug 2020 - Present (4 years 11 months)

Took and solved Shopee user problems within Social Media (Twitter, Facebook, & Instagram). Maintained QA score and performance as an agent, achieving good performance reviews.

Quality Assurance Performance Monitoring Problem Solving User Support

BPO Agent Tier 1 (DANA Social Media)

PT Vads Indonesia

Dec 2019 - Present (5 years 7 months)

Provided social media customer service support for DANA, resolving user inquiries efficiently. Acted as POC for the team leader to assist and guide other agents in handling cases effectively.

Social Media Management Customer Support Team Leadership Communication

Education

Degrees, certifications, and relevant coursework

Pembangunan Nasional Veteran Jakarta University

Bachelor of Management, Management

Studied management principles and practices at Pembangunan Nasional Veteran Jakarta University, focusing on business operations and organizational leadership. Gained foundational knowledge in various aspects of business administration.