Fairuz Nandi D.

Head of Customer Experience @ Pyypl - For 800 million Digital Natives

About

As the Head of Customer Experience at Pyypl, a fintech company that serves 800 million underbanked people, I lead and empower a team of 45 customer service agents to deliver high-quality and efficient service across multiple channels. With 14 years of experience in various industries, including telecommunication, internet, e-commerce, and fintech, I have developed a deep understanding of customer needs, expectations, and behaviors, as well as the best practices and tools to meet them. I am proficient in using CRM platforms such as Freshdesk, Zendesk, HubSpot, and Oracle, as well as telephony and QA tools. My mission is to create and implement customer experience strategies that increase customer satisfaction, retention, and loyalty, as well as align with the company's vision and goals. I collaborate with cross-functional teams, such as sales, marketing, and product development, to ensure a cohesive and seamless customer journey and to resolve any customer-related issues. I also analyze data and feedback to identify areas of improvement and enhancement for the customer service process and the team's performance. I am passionate about empowering my team and boosting their morale, as I believe that happy employees lead to happy customers. I provide training, mentoring, and coaching to help them develop their skills and reach their potential. I also set clear and realistic KPIs and reward them for their achievements. I am always looking for new ways to optimize the processes and systems to achieve efficiency and effectiveness. I enjoy working in a dynamic and innovative environment, where I can learn from others and contribute to the company's growth and success.

Country

Indonesia

City

Jakarta

Industry

Financial Services

Skill

Customer Satisfaction (CSAT), Design Thinking, Market Analysis, Strategic Vision, Communication, Operational Efficiency, Marketing, Customer Journeys, Net Promoter Score, Call center start-up, Contact Center Operations, Zendesk, Call Centers, IT Solutions, Computer Proficiency, Foreign Languages, Language Services, Telecommunications, English Literature, Translation

Experience

Head of Customer Experience

Pyypl - For 800 million Digital Natives

2023-3 - Present · 3 yrs 7 mos

United Arab Emirates

Customer Experience Manager

Ula

2022-1 - 2023-1 · 1 yr 1 mo

Jakarta Metropolitan Area

- Developed and implemented customer experience strategies that increased customer satisfaction rates by 10%, as measured by surveys and feedback mechanisms. - Managed a team of 18 customer service representatives, providing training, mentoring, and performance evaluations to ensure high-quality service delivery. - Collaborated with cross-functional teams (including sales, marketing, and product development) to ensure a cohesive customer journey and resolve any customer-related issues. - Oversaw the customer support process, implementing new technologies and methodologies to enhance efficiency and response times.

Head Of Customer Care

Zilingo

2017-1 - 2021-12 · 5 yrs

Jabodetabek , Indonesia

- Manage the team of 45 agents, with different skills and omni-channels - Empower the team and boost their morale to be the happiest team - Optimizing the processes and systems to achieve efficiency - Analyzing data to make enhancement and improve customer satisfactions - Setting KPIs for the team member and empower them to reach the goals

Head Of Customer Service

zenrooms

2015-12 - 2016-11 · 1 yr

Jabodetabek , Indonesia

Customer Service Supervisor

ASUS

2013-8 - 2015-12 · 2 yrs 5 mos

Jabodetabek , Indonesia

Technical Support Supervisor and QA handling software issues and other technical issues.

Real Time Floor Manager

Telekom Malaysia

2012-4 - 2013-7 · 1 yr 4 mos

- Coordinating with team leader to minimize agent’s absenteeism. - Managing AHT, ACW, and agents hold time. - Creating report to Senior Manager in daily, weekly, and monthly basis. - Analyzing agents pattern on absenteeism rate. - Handling internal system error and expediting with other division. - Ensure all workstations are working properly.

Garuda Indonesia - English Customer Service and Ticketing Staff

Garuda Indonesia

2010-9 - 2012-2 · 1 yr 6 mos

Jabodetabek , Indonesia

- Handling domestic and international flights - Handling customers complain - Includes making a new reservations, cancel rebook, refund, - Giving all information needed by passengers - Familiar with ARGA reservation system, and the newest ARGA 15 - Documenting all customer details in the system

English Instructor

Solocom English Course

2008-8 - 2010-8 · 2 yrs 1 mo

Surakarta Jawa tengah

- Teaching English languange - Teaching at Foundation Level until Intermediate Level - Student’s maintenance - Held the test for the students - Held training for new instructors