Hello,

This is #MalikCX,

I am a Customer Enthusiast,

Customer Experience Manager with extensive experience in local and multinational companies, strive to deliver a proven result for building great Customer Service and Customer Experience, through qualitative and Quantitative Improvement.

A servant leader for over 7 years adept at identifying problem areas and guiding the team in the collaborative implementation of corrective actions, I also identify customer pain points and running some projects to drive process improvements and bring happiness for customers.

Key Competencies:
1. Leadership and Management
2. Communication for all level
3. Project Management
4. Strategic Planning and Implementation
5. Customer Service Improvement
6. Developing CS Business Process
7. Performance Optimisation
8. Vendor Management
9. Customer Journey Map

Technologies:
1. CS Tools (Admin Level): Salesforce, Zendesk, Freshdesk, Ameyo, e-Centrix, Grandstream, Cisco, Avaya, Focalscope, Sprout
2. Google App: Slide, Gsheet, Gdocs, Diagram
3. Integration Software: Soap UI, IAS, ICS, GDS Software
4. Finance: Payment Gateway Midtrans, Xendit, Doku, Braintree

Methodologies:
- Six sigma, CSI, ITIL CSI

Key Achievement:
+NPS Score Improvement
+Developed CS Team from scratch
+CSAT Score Improvement achieved >97%
+Managed Project Launch Customer Service (Planning, Assessing, Training, Implementation, and Evaluation)
+Quality Performance Improvement
+UI/UX Improvement Project By Clean up all the data across all channels
+Designing and Managing Regional Report to Founders and Collaborative with Cross venture team
+CS Tools Set-Up (Planning-Implementation)
+Drive Vendor Performance

I truly understand what customers need, and strive to work toward it, in order to meet their expectations, and give the best experience!

Please contact me via [email protected] to find out, how I can contribute and add value to your project!

Also if you want to read my stories, go visit my page: https://medium.com/@mmalikm

Thanks,

#MalikCX