Teuku Iqbal

Senior Analyst of CSM Strategic Analysis & Performance Improvement

Experienced Customer Satisfaction Analyst with a demonstrated history of working in the internet/e-
commerce industry. Skilled in Project Management, Design Research, Data Analysis, and Customer
Service Oriented.

teuku.muchammad.iqbal@gmail.com 087878873937

jl. kramat kosambi IV no 24, Jakarta, Indonesia 01 November, 1993

linkedin.com/in/teukumiqbal

WORK EXPERIENCE SKILLS

Senior Analyst of CSM Strategic Analysis & Mysql Zendesk Excel Word
Performance Improvement
Bukalapak.com Project Management Public Speaking
08/2018 – Present
Achievements/Tasks Customer Service Leadership Team Building
Lead 5 Staff Analyst
Create project and timeline Data Visualization Project Management
Providing data and insight to improve customers service
productivity
Maintain CRM Tools and Customers Service Dashboard
PERSONAL PROJECTS
Create new metrics for customers service productivity
Issue Tree Complaint (03/2019 – 03/2019)
Create Issue Tree Complaint for Case labeling, Live
Customer Satisfaction Analyst Monitoring Issue and Reporting to Stakeholder
Bukalapak.com Define every case to mapping Agent Tier 1 dan Tier 2
11/2017 – 06/2018
Achievements/Tasks Single Dashboard for CS (02/2019 – 02/2019)
Analyze customer issues so as to develop tools and processes to Mapping all Dashboard activities which CS needs for solving
increase customer satisfaction. ticket
Analyze and summarize customer issues in order to prepare Create Dashboard Privilage for CS
appropriate solutions
Analyze customer issues so as to develop tools and processes to Revamp Bukabantuan Categories
increase customer satisfaction (01/2019 – 01/2019)
Create surveys for customers to increase customers support Revamp touch point customers for submit complaint
performance Creating short description for each categories
Creating new form for each categories to reduce Resolution
time

Team Lead Customers Support

Bukalapak.com
06/2016 – 11/2017
LANGUAGES
Achievements/Tasks
Leading 20 staff return support English
Creating schedule for team Professional Working Proficiency

Maintain daily and monthly performance team Indonesia

Create Monthly guarantee Report Native or Bilingual Proficiency

INTERESTS
EDUCATION
Hiking Swiming Gaming Book
Management
Universitas Negeri Jakarta
06/2012 – 04/2016 GPA : 3.25