Looking for a job

Muhamad Boby

@muhamadboby

Message

I lead customer support operations for US e-commerce and logistics teams.

Indonesia

Message

What I'm looking for

I'm looking for remote full-time or contract customer support operations roles with US-hours overlap, where I can lead distributed teams, improve SLA and quality performance, and support US customers.

I oversee customer support operations at Teleperformance Indonesia for a US e-commerce and logistics program, leading 80 agents and 6 Team Leaders across voice and email support.

I've reduced average handling time by 15% by refining workflows and coaching leaders on efficient, quality-focused case handling. I analyze performance data, manage SLA, CSAT, AHT, and QA targets, and resolve high-level customer escalations.

Previously, I led 19 support agents and increased CSAT by 15% and QA scores by 20% through structured coaching, quality feedback, and clear performance targets. I work fluently in English with distributed teams and US customers across time zones.

Experience

Work history, roles, and key accomplishments

Current

Operations Assistant Manager

Current

Teleperformance Indonesia

Aug 2025 - Present (1 year 1 month)

Oversee daily operations for 80 agents and 6 Team Leaders, accountable for SLA, CSAT, AHT and QA targets across voice and email support for US customers. Reduced AHT by 15% and improved CSAT and QA scores through coaching and workflow refinements.

SLA Management CSAT Improvement AHT Reduction QA Improvement Performance Coaching Data Analysis Excel CRM Escalation Handling Team Leadership

Team Leader

Teleperformance Indonesia

Apr 2024 - Jul 2025 (1 year 3 months)

Led a team of 19 agents handling voice and email support for US customers, tracking ticket resolution, SLA compliance and quality benchmarks. Raised CSAT by 15% and QA score by 20% through structured coaching and feedback.