Muhammad Febin Agustian

Delivering customer support through email and digital channels for Tiket.com, assisting with travel-related inquiries. Managing cases using Salesforce CRM and resolving booking issues while adhering to SLAs.

Provided real-time customer support via English live chat for the Canadian market, assisting with order inquiries, delivery, returns, and refunds. Handled multiple chats simultaneously while maintaining high service quality and CSAT.

Delivered end-to-end customer support in English through inbound calls, assisting customers with banking products and digital services. Resolved concerns by identifying root causes and ensuring compliance with banking regulations and service quality standards.

Developed learning curricula and instructional materials tailored to participant objectives. Collaborated with educators to design engaging learning experiences and conducted curriculum reviews.

Coordinated external relations by establishing partnerships with universities, government institutions, and community groups. Served as primary liaison for collaborations and organized leadership training and community projects.

Directed overall operations of the university's English student organization, leading executive board members and supervising divisions. Designed strategic annual work plans and initiated English competitions and workshops.

Led the External Affairs Division by developing partnerships with student organizations and community institutions. Coordinated communication between internal committees and external stakeholders.

Taught English material in senior high and vocational high schools. Organized English usage in the camp area and created an English environment.

Taught English material twice daily and organized English usage in the camp area. Created an English environment and achieved runner-up in a speech competition.

Directed internal organizational management by coordinating communication and collaboration across executive departments. Developed internal governance policies and supervised departmental programs.

Created and managed lesson plans for special education students and classes. Communicated with other teachers and parents to help education needs.

Assisted in managing external relations by coordinating partnerships with student organizations and educational institutions. Supported planning and execution of collaborative events and outreach initiatives.

Grade: 3.81/4.0 (Cum Laude)

Activities and societies: Staff of Ministry of External Affairs, BEM FBIK; Ministry of Internal Affairs, BEM FBIK; President of Sultan Agung English Club (SAEC)

Graduated with a Bachelor of Education in English Education, with minors in Tourism and English Communication, achieving a GPA of 3.81/4.0 (Cum Laude).

Activities and societies: Enhanced cross-cultural communication, academic adaptability, and collaboration skills.

Participated in the Merdeka Belajar – Kampus Merdeka (MBKM) Student Exchange Program by Kemendikbudristekdikti, attending courses related to language, culture, management, economy, and education.