Tivoni Nur Ridho

Jl. Ismail No. 25 Bukit Duri Tanjakan, Tebet, Jakarta Selatan | tivoninr@gmail.com | +62 85271092639 |
https://www.linkedin.com/in/tivoni-nur-ridho-621133129/

Summary

Experienced Contact Center Officer and Customer Operation professional with expertise in critical thinking,
problem-solving and attention to detail. Recognized for priorizing quality and providing effective solutions to
meet customer needs. Passionate about Quality Assurance and continuous improvement.

Key Expertise
 Logical & Critical Thinking
 Problem Solving
 Detail Oriented

Experiences
Customer Care Agent (Physical Goods Logistic – Tokopedia) | February-May 2020
Responsible:
As a bridge that connects customers with customer service during social distancing, where we continue to
serve customers by providing the best service.

 Handling and resolving customer complaints or enquiries via emails and social media.
 Provide customers with needed information and support.
 Escalating customer issues to supervisors or higher authority
 Proactive to solve customer problem immediettely.

 Handled and resolved customer complaints and inquiries via emails and social media.
 Provided necessary information and support to customers.
 Escalated complex issues to supervisors for resolution

Customer Operation (Service Recovery Logistic & Fulfillment - Tokopedia) | June 2020-June 2022
Responsible:
having more authority to making decision and follow up the problems that cannot be handled by the customer
care team in order that user's problems can be resolved immediately.

 Managing escalated casess from the customer care team until the problem is solved.
 Coordinating with the Business Development, Product Manager, IT team and related teams as needed
to solved the problem.
 Coordinating with logistic partners to resolve shipping problems
 Providing suggestions for improvement to address weaknesses identified.
 Monitoring issue which may arise based on the volume of cases to identify significant trends.

Customer Operation (PIC of Service Recovery - Tokopedia) | July 2022-February 2023

Responsible:
 Monitoring the daily productivity of the service recovery team
  Monitoring the number of tickets in the backlog of each department in service recovery and ensuring
that the number of tickets in the backlog for each department in service recovery and ensuring the remain
within acceptable levels
 Conducting quality control on check sample tickets handled by the service recovery team
 Providing supervisors with the necessary information
 Reporting to supervisors on long-standing ticket issue to facilitate prompt resolution

Achievement
Customer Operation (Service Recovery Logistic & Fulfillment)
 Awarded Best of Quality – H1 (July 2021)
 Awarded Best of Quality – H2 (December 2021)

Education
Padang State Polytechnic (2015-2018)

 Accounting Diploma – GPA 3.73

Skills
Planning and Reporting (Microsoft Word, Microsoft Excel, Microsoft Power Point)
Design and Editing (Careldraw, Light Room, Capcut, Canva)
Other (Salesforce, Typing Fast)