Open to opportunities

Gifary Ilham

@gifaryilham

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Customer service professional driving efficiency and satisfaction in banking and retail.

Indonesia

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What I'm looking for

I seek a collaborative role where I can improve customer experiences, leverage data to optimize workflows, and grow into leadership within operations or omnichannel customer service.

I am a passionate, performance-driven customer service professional with over two years of experience in banking and digital financial operations, and recent omnichannel retail leadership. I build meaningful client relationships, resolve complex issues, and use data insights to improve workflows.

At BankAladin and Bank CIMB Niaga I maintained high customer satisfaction rates, processed financial product applications efficiently, and supported growth through cross-selling and upselling. In a freelance omnichannel role at Decathlon I integrated online and offline experiences, managed inventory and merchandising, and analyzed sales metrics to identify revenue opportunities.

I thrive in fast-paced, collaborative environments and bring strong communication, leadership, and analytical skills. I am committed to driving efficiency, enhancing customer experiences, and contributing to team and organizational growth.

Experience

Work history, roles, and key accomplishments

Omnichannel Sport Leader

PT. Decathlon Indonesia

Jan 2025 - Dec 2025 (11 months)

Managed daily store operations and integrated online and offline customer interactions to deliver a seamless omnichannel experience, analyzed sales data to identify revenue opportunities and improved operational efficiency.

Inventory Management Visual Merchandising Sales Analysis Cross Functional Collaboration Customer Experience Merchandising

Customer Service Representative

PT. Bank Aladin Syariah Tbk

Jan 2023 - Jan 2025 (2 years)

Handled inbound calls and emails, diagnosed customer issues and delivered solutions maintaining a customer satisfaction rate above 90%, and used service trend data to support operational improvements.

Customer Support Call Center Operations Data Analysis Customer Relationship Management Email Support

Customer Service Specialist

PT. Bank CIMB Niaga Tbk

Jan 2022 - Jan 2023 (1 year)

Responded to customer inquiries about financial products (credit cards), processed applications efficiently and achieved 90% of monthly sales targets while supporting cross-selling and up-selling initiatives.

Card Processing Product Knowledge Sales Target Achievement Cross Selling Banking Operations Problem Solving

Education

Degrees, certifications, and relevant coursework

Universitas Pembangunan Nasional Veteran Yogyakarta

Bachelor of Management, Management / Economics and Business

2019 -

Grade: 3.40 GPA

Activities and societies: Student Activity Unit of Taekwondo: Organization Supervisor (2018-2019); Head Division of Tournament and Belt Rise Test (2017-2018); Vice President (2016-2017)

Completed a Bachelor of Management in Economics and Business with a focus on employee performance factors; authored a thesis on competency, work environment, and education level impacts on employee performance at SriwijayaAir Semarang.