RSrifki saputra
@rifkisaputra
Experienced customer success professional with a focus on e-commerce.
IndonesiaWhat I'm looking for
With over 7 years of experience in customer success, I have dedicated my career to enhancing customer experience and satisfaction within the e-commerce sector. My journey has been marked by a proven track record of maintaining high CSAT scores and adeptly resolving customer issues. I specialize in overseeing end-to-end projects related to customer service, focusing on optimizing processes and driving operational efficiency.
At Tokopedia, I have held various roles, culminating in my current position as Senior Service Recovery. Here, I successfully initiated strategies that decreased traffic ticket complaints by about 30% and collaborated with internal teams to achieve an 85% increase in customer satisfaction. My commitment to excellence is reflected in my ability to prepare for new product launches and ensure proper service delivery, ultimately enhancing the customer journey.
Experience
Work history, roles, and key accomplishments
Senior Service Recovery
Tokopedia
Jan 2023 - Aug 2024 (1 year 7 months)
Monitored and analyzed product performance and checkout rates for strategic development. Initiated various strategies to decrease traffic ticket complaints by approximately 30%.
Service Recovery Specialist
Tokopedia
Sep 2019 - Jan 2023 (3 years 4 months)
Monitored and analyzed customer complaint tickets to identify root causes, driving process improvements and enhancing customer satisfaction. Conducted promo testing of payment and fintech products, ensuring smooth operation and collaborating with the Marketing team for customer engagement.
Quality Assurance
Tokopedia
Feb 2018 - Sep 2019 (1 year 7 months)
Responsible for ensuring the assessment of QA partners and managing quality projects per service. Set Quality Assurance Strategy and analyzed system and process anomalies impacting quality.
Customer Support
Tokopedia
Mar 2017 - Feb 2018 (11 months)
Managed a minimum of 100 customer complaints through social media, focusing on issue resolution and solution provision. Directly resolved customer issues at the Tokopedia office, enhancing overall customer experience.
Education
Degrees, certifications, and relevant coursework
Pancasila University
Bachelor of Communication Science, Communication Science
2011 - 2016
Studied Communication Science at Pancasila University. Gained foundational knowledge in communication theories and practices.
Tech stack
Software and tools used professionally
Availability
Location
IndonesiaAuthorized to work in
Job categories
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