Open to opportunities

Lalu Irwan

@laluirwan

Message

Customer service leader driving data-informed incident resolution and exceptional CX.

Indonesia

Message

What I'm looking for

I seek a role where I lead or improve contact center operations, coordinate cross-functional teams, and use data to enhance customer experience and operational efficiency.

I am a customer service and command center lead with extensive experience in high-volume complaint handling and contact center operations. I combine a psychology background with practical frontline experience to understand customer needs and improve service outcomes.

Over several years I handled frontline roles at McDonald's and BPJS Ketenagakerjaan, progressed to complaints specialist at Permatabank managing ~70 cases daily, and now lead the Bank Jago Command Center. I focus on coordinating cross-functional teams to resolve incidents and translate complaints into satisfying experiences.

My strengths include problem solving, data-informed decision making, team coordination, and coaching frontline agents across inbound/outbound calls, email, social and branch channels. I emphasize patience, discipline, and clear communication to maintain quality service under pressure.

I have a track record of awards and volunteer work that reflect empathy and community engagement, and I bring a conscientious, learner-first mindset to continuous improvement and customer experience leadership.

Experience

Work history, roles, and key accomplishments

Current

Command Center Lead

Current

Bank Jago

Jan 2023 - Present (2 years 9 months)

Lead the command center to coordinate incident resolution across teams, make data-driven decisions, and maintain service continuity to improve customer experience.

Incident Management Data Analysis Zendesk Slack Microsoft Excel Customer Service Leadership

Complaints Handler Specialist

Permatabank

Jul 2019 - Sep 2022 (3 years 2 months)

Managed customer complaints, handling an average of 70 cases per day, coordinated with internal divisions to resolve issues and turned complaints into satisfactory customer outcomes.

Complaint Handling Customer Support Communication Email Support Social Media Support Ticketing Systems

Customer Care Agent

BPJS Ketenagakerjaan

Apr 2018 - Apr 2019 (1 year)

Answered participant inquiries via phone, email, and social media and created complaint tickets to ensure proper follow-up in the resolution process.

Customer Support Ticketing Email Support Phone Support Social Media Support Communication Data Entry

Call Center Agent

McDonald's Indonesia

Mar 2016 - Mar 2018 (2 years)

Handled customer orders and complaints by phone, delivered high-quality service and executed upselling to increase order value.

Upselling Customer Service Phone Communication Complaint Handling Sales

Shift Leader

Dunkin' Donuts Indonesia

Apr 2012 - Mar 2016 (3 years 11 months)

Supervised shifts, trained crew on service and sales practices, assisted managers with inventory calculations and product requests to support outlet operations.

Team Leadership Training Inventory Management Cash Handling Customer Service Operations