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Naufal Bari Muhammad

@naufalbarimuhammad

Customer Support Lead at YourPropFirm, managing two support teams and improving workflows while maintaining 90%+ customer satisfaction.

Indonesia

Message

At YourPropFirm, I manage two customer support teams with 17 members and use data analysis to identify improvements and recommend strategies. I design daily workflows and task delegation frameworks, and maintain customer satisfaction above 90%.

Previously, I supported customers across financial technology and digital learning, and worked in marketing and corporate sales. I also built and operated Burger Bang!, developing its marketing plan, social media presence, and business finances.

Experience

Work history, roles, and key accomplishments

Customer Support Lead

YourPropFirm

May 2025 - Oct 2026 (1 year 5 months)

Led and managed two teams of customer support executives with 17 team members, ensuring service standards and high customer satisfaction. Designed operational workflows and managed crisis response during volume surges.

Team Management Support Strategy Data Analysis Workflow Optimization Crisis Management Customer Satisfaction Intercom Crisp Freshdesk ThriveDesk HubSpot Dixa Google Workspace ClickUp Slack Asana Trello

Customer Support Executive

YourPropFirm

Mar 2024 - May 2025 (1 year 2 months)

Provided exceptional support via email and live chat, handling 1,500-2,500 tickets per month. Investigated and resolved customer issues promptly, maintaining response times within 2-5 minutes.

Customer Support Ticketing Systems Intercom Crisp Freshdesk ThriveDesk Problem Solving Empathy Active Listening CRM Tools

Marketing Officer (Customer & Marketing Support)

PT. Artha Permata Makmur

Jun 2022 - Mar 2024 (1 year 9 months)

Communicated with customers via phone calls to provide information about P2P lending, maintaining relationships with around 60 customers daily. Created and executed social media content strategies and supervised campaigns.

Customer Relationship Management Communication Skills Problem Solving Google Sheets Social Media Strategy Copywriting Content Planning Campaign Management

Corporate Sales Representative

Satukelas.com

Jan 2022 - May 2022 (4 months)

Introduced and promoted a digital training platform with LMS to potential corporate clients, building relationships and presenting product benefits. Analyzed leads and closed deals through MoU or LOI.

Sales Cold Calling Lead Generation Presentation Skills Zoom Google Meet Google Sheets Asana Negotiation Relationship Management

Personal Goals Pursuit

Career Break

Jul 2020 - Nov 2021 (1 year 4 months)

Built and operated an SME brand in the Food & Beverages sector, handling business strategy, marketing, and financial management. Created social media content and managed paid ads.

entrepreneurship Business Strategy Marketing Social Media Management Meta Business Suite Canva Google Sheets Excel Trello Financial Management

Marketing Executive

Asia Coach Indonesia

Jan 2020 - Jun 2020 (5 months)

Maintained client relationships and assisted 12-14 clients monthly as a consultant. Created and executed social media content plans and managed paid advertising campaigns.

Customer Relationship Management Social Media Marketing Content Creation Canva Meta Business Suite Google Sheets Copywriting Digital Advertising

Community Manager

Pahamify

Sep 2019 - Dec 2019 (3 months)

Communicated with students to help solve learning problems using the company's app. Maintained relationships through daily activities like webinars and live consultations, and managed social media content.

Community Management Customer Support Social Media Management Google Sheets Asana Trello WhatsApp LINE Webinar Coordination

School Relationship Officer

Pahamify

Aug 2019 - Sep 2019 (1 month)

Built relationships with high schools by visiting and presenting the company's digital learning platform. Analyzed potential customers and reported daily activities using project management tools.

Relationship Building Presentation Skills PowerPoint Google Sheets Asana Trello Sales Customer Analysis