Fandhy Okka Pratama

okkafandi@gmail.com
Bojong Utama V Blok E 32 No 3, Bekasi City, West Java
+6285930194670

5 years experiences in Customer Service roles with strong analytical thinking and able to
identify every customer's issue and solve it according to the company rules to create a good
customer satisfaction and experience.

Soft Skill:
Improving customer experience
Persuasive Speaking Skills
Empathy
Problem Solver
Analytical thinking

Tools Skill:
CRM, Zendesk (Live Chat, Email and analytics), Salesfoce, Mysql, Google Suite, Ms Office
(Word, Excel, Power Point)

PT ShopBack Mitra Sejahtera (ShopBack Indonesia)

Customer Service Executive Aug 2018 - OCT 2021

 Handle 150 customers queries through email per day

 Handle 50 incoming chat per day
 Solving customer’s problems by analytical thinking and company rules
 Able to maintain KPI CSAT 93%, FRT less than 1 minute and FURT 8 hours.

Project:
Involved in project “Never Ending Customer Obsession” Conduct mini research about
customer’s behaviour and attitude when accsessing merchants through ShopBack and heard
their thoughts about ShopBack.

PT Tokopedia (Tokopedia)
Outbound Call Center OCT 2017 - AUG 2018

 Solve customer problems in term of Payment, Courier, Fraud, Order & Delivery
(missing, damaged and crisscross item)
 Call at least 15 customers per day for confirm and solving customer problems
 Person in charge who is responsible to handle customer came to Tokopedia Office.
PT Telkomsel (Grapari Telkomsel)
Customer Service Representative May 2016 - July 2017

 As as person who served user came to Grapari. Able to Handling 25 user per days
 Handle customers queries in term of network, feature and product, data package,
billing statement and other question about Telkomsel
 Offer cross and up selling Telkomsel products to customer
 Able to maintain KPIs 15 minutes for serving time and 3 minutes for waiting time.

Education

Bina Nusantara (BINUS) 2018-2021

Bachelor Degree Online Learning Program - Business Management
GPA: 3.61
Thesis: Work Stress Analysis and Career Development on Employee Turnover Intention At
PT XYZ

Universitas Jenderal Soedirman (UNSOED) 2012- 2015

Diploma Degree Faculty Of Biology Management of Fishery Resources
GPA: 3.25
Assistant Lecturer in Fisheries Biology
Final Project: Test of the level of contamination of Staphylococcus aureus bacteria on
Pressure Milkfish at BP2HP East Jakarta

Certification

Mini Course - Intro to Data Analytics by RevoU

10-22 January 2022