Open to opportunities

Herland Akbari Putra

@herlandakbariputra

Message

I am a Customer Service Team Lead driving quality, coaching, and KPI-driven performance improvements.

Indonesia

Message

What I'm looking for

I seek a leadership role where I can improve customer experience through coaching, QA, and KPI-driven processes; collaborate across teams to solve product issues and grow professionally in a supportive, data-driven environment.

I am a Customer Service Team Lead with extensive experience in customer support and quality assurance across international markets. I focus on elevating customer satisfaction and streamlining support operations through data-led decision making.

I have directed teams of customer service agents, overseen content moderation, audited interactions, and implemented feedback systems to improve service quality. I consistently track and analyze KPIs (AHT, TCD, DSAT) to identify improvement opportunities and inform coaching.

I collaborated closely with technical teams to report and resolve system issues, led calibration sessions and workshops as a Quality Assurance Analyst, and used dissatisfaction data to drive process enhancements. I emphasize clear documentation, trend analysis, and actionable coaching to boost team performance.

I also worked as a Bahasa Indonesia linguist, improving AI-generated and localized content for linguistic and cultural accuracy. I hold a Master’s in Applied Linguistics and was awarded the Stipendium Hungaricum scholarship, which supports my analytical and communication strengths.

Experience

Work history, roles, and key accomplishments

Current

Customer Service Team Lead

Current

OLA Chat Tech

Nov 2021 - Present (4 years)

Directed a team of customer service agents, improving service quality and efficiency through KPI tracking (AHT, TCD, DSAT) and structured coaching. Led content moderation, audited interactions, and coordinated with technical teams to identify and escalate application issues for prompt resolution.

Team Leadership Coaching Content Moderation KPI Tracking Quality Assurance Cross Functional Collaboration Customer Escalation

Bahasa Indonesia Linguist

I.AM+

Feb 2021 - Dec 2021 (10 months)

Translated and reviewed AI-generated content for linguistic and cultural accuracy, improving natural language quality of localized materials. Provided linguistic QA to ensure culturally appropriate and accurate outputs.

Translation Localization Linguistic Review Cultural Adaptation Quality Assurance Localization QA

Quality Assurance Analyst

Teleperformance

Nov 2019 - Oct 2021 (1 year 11 months)

Assessed multichannel service interactions and ran calibration sessions to align quality benchmarks, delivering actionable feedback and workshops to raise service performance. Interpreted dissatisfaction data and contributed to process enhancements that improved consistency across teams.

Quality Assurance Interaction Auditing Performance Analysis Process Improvement Multichannel Support

Customer Service Representative

Teleperformance

Nov 2018 - Oct 2019 (11 months)

Delivered customer support via phone, chat, and email, consistently meeting resolution targets and maintaining thorough case documentation. Contributed to trend analysis to inform quality and training initiatives.