Open to opportunities

Firman Dwi Saputro

@firmandwisaputro

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Customer Service Advisor with 10+ years in AR, operations, and sales administration.

Indonesia

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What I'm looking for

I’m looking to deliver fast, high-quality customer support through live chat and ticket handling, while leveraging my AR collection and operations experience to improve SLA, DSAT, and customer satisfaction in a KPI-driven team.

I’m a results-driven customer service and operations professional with 10+ years of experience supporting clients, coordinating workflows, and strengthening customer relationships. I take pride in clear communication, adapting to customer needs, and delivering exceptional outcomes.

Across my roles in sales administration and finance field collection, I analyzed AR and managed overdue invoices across multiple cities. I improved performance repeatedly—growing AR by 200% and increasing delivery ratio by 70% through process and mapping approaches.

In office and warehouse-adjacent responsibilities, I maintained SOP compliance, optimized processes, and ensured accurate documentation. I also supported customer satisfaction directly by resolving delivery or sales issues, while improving operational cost efficiency by more than 35%.

Now, as an English Customer Service Advisor, I focus on quick aftersales support, payment and delivery issue resolution, and KPI-driven service in live chat and ticket handling.

Experience

Work history, roles, and key accomplishments

Current

English Customer Service Advisor

Current

Concentrix Services Indonesia

Nov 2024 - Present (1 year 10 months)

Provided English aftersales support for payment, delivery, and order-related issues via live chat while handling tickets to meet KPI targets (SLA and DSAT). Resolved customer inquiries and escalated issues beyond agent capability.

Customer Service Aftersales Live Chat Ticketing Delivery Issue Resolution Customer Escalation Complaint Resolution

Finance Field Collection

Borwita Citra Prima

Apr 2020 - Aug 2023 (3 years 4 months)

Analyzed AR and conducted daily collection of overdue invoices across multiple cities, managing customer interactions with persuasive communication. Supported merchandising and focused on improving AR performance and customer satisfaction through problem solving.

AR Analysis Persuasion Problem Solving Client Communication

Canvas Sales Administrator

Borwita Citra Prima

Oct 2017 - Apr 2020 (2 years 6 months)

Synchronized field sales data for goods allocation and invoice processing, and consolidated/checked warehouse documents. Performed physical and sales data checking and handled stock checking across four cities.

Invoice Processing Warehouse Document Consolidation Document Quality Control Physical Sales Data Checking Stock Checking

Office Coordinator

Tritunggal Mulia Wisesa

May 2015 - Oct 2017 (2 years 5 months)

Improved delivery ratio using remapping methods and increased AR ratio through operational coordination. Managed office needs and supervised daily shipment and receivables overdue analysis.

Delivery Operations Remapping AR Management Team Cost Efficiency Receivables Overdue Analysis

Sales Administrator

Tritunggal Mulia Wisesa

Mar 2013 - May 2015 (2 years 2 months)

Assisted field sales data entry and synchronization, supporting goods allocation and invoice processing. Consolidated warehouse documents with quality control and contributed to expanding the customer base within the target market.

Data Entry Invoice Processing Document Quality Control Sales Support

Office Administrator

CV. Densuko Jaya

Feb 2012 - Feb 2013 (1 year)

Maintained SOPs and ensured compliance with industry regulations while handling payroll administration for the production crew. Supported production planning approvals and customer order/price and delivery processing, including petty cash implementation.