Lukman Hakim

Background

About Lukman Hakim

I have over a decade (15 years) of experience in Operation and support, I am always open to new projects with clients who think out of the box! User Experience (UX) and User Interface (UI) Operation and support Contact Center Customer Relation Management Operations Management Skill Responsibilities include designing policies, overseeing customer service and implementing technology solutions. Responsible leader with an analytical and strategic mind and have a broad knowledge of the business. Ensure our operations run smoothly and that people are productive. RFTM skill as a Call center floor managers oversee the call center staff. Responsible for managing call center operations and make sure that customer service and support are properly given AHT, SOP, Roster, and Service Level as well. Workplace Engagement and Service Quality Creating a great service experience is all about having engaged and motivated employees. To deliver service excellence, customer satisfaction with survey, olympic program and quiz. Create new reporting system by Google suite such as Spreadsheet and google doc, Maintenance Client, Sales force, and Branch operations, Setup system OMNI Channel by Freshwork (Freshdesk and Freshchat) Setting up with call center with vendor system called as Jascloud premium call Responsible for responding quickly to all customer requests and ensuring that all staff members make sound decisions based on customer satisfaction. Also in charge of assigning responsibilities, investigating and evaluating complaints and claims and occasionally acting as a manager on duty in the absence of other managerial staff. Duties; Responding to issues such as service inquiries, problem resolution, and retaining accounts. Handling customer escalations and all customer relations issues. Writing reports and business correspondence. Relaying information in a concise and clear manner. Managing customer expectations. Building customer relationships and loyalty. Quickly researching and investigating issues that concern a customer. Managing customer service teams, processes, and polices. Creating work schedules. Conducting visual observations of how staff speak to customers. Allocating staff resources. Preparing daily, weekly, and monthly reports for senior managers. Coaching and developing team members in soft skills. Assessing the customer service department’s operational performance against set targets. Promoting products and services.