Loading profile…
Naufal Bari Muhammad
Looking for a jobCustomer Support Lead
Customer Support Lead at YourPropFirm, managing two support teams and improving workflows while maintaining 90%+ customer satisfaction.
IndonesiaCustomer Support Lead at YourPropFirm
Experience
Customer Support Lead
Led and managed two teams of customer support executives with 17 team members, ensuring service standards and high customer satisfaction. Designed operational workflows and managed crisis response during volume surges.
Team ManagementSupport StrategyData AnalysisWorkflow OptimizationCrisis ManagementCustomer SatisfactionIntercomCrispFreshdeskThriveDeskHubSpotDixaGoogle WorkspaceClickUpSlackAsanaTrello
Customer Support Executive
Provided exceptional support via email and live chat, handling 1,500-2,500 tickets per month. Investigated and resolved customer issues promptly, maintaining response times within 2-5 minutes.
Customer SupportTicketing SystemsIntercomCrispFreshdeskThriveDeskProblem SolvingEmpathyActive ListeningCRM Tools
Marketing Officer (Customer & Marketing Support)
Communicated with customers via phone calls to provide information about P2P lending, maintaining relationships with around 60 customers daily. Created and executed social media content strategies and supervised campaigns.
Customer Relationship ManagementCommunication SkillsProblem SolvingGoogle SheetsSocial Media StrategyCopywritingContent PlanningCampaign Management
Corporate Sales Representative
Introduced and promoted a digital training platform with LMS to potential corporate clients, building relationships and presenting product benefits. Analyzed leads and closed deals through MoU or LOI.
SalesCold CallingLead GenerationPresentation SkillsZoomGoogle MeetGoogle SheetsAsanaNegotiationRelationship Management
Personal Goals Pursuit
Built and operated an SME brand in the Food & Beverages sector, handling business strategy, marketing, and financial management. Created social media content and managed paid ads.
entrepreneurshipBusiness StrategyMarketingSocial Media ManagementMeta Business SuiteCanvaGoogle SheetsExcelTrelloFinancial Management
Marketing Executive
Maintained client relationships and assisted 12-14 clients monthly as a consultant. Created and executed social media content plans and managed paid advertising campaigns.
Customer Relationship ManagementSocial Media MarketingContent CreationCanvaMeta Business SuiteGoogle SheetsCopywritingDigital Advertising
Community Manager
Communicated with students to help solve learning problems using the company's app. Maintained relationships through daily activities like webinars and live consultations, and managed social media content.
Community ManagementCustomer SupportSocial Media ManagementGoogle SheetsAsanaTrelloWhatsAppLINEWebinar Coordination
School Relationship Officer
Built relationships with high schools by visiting and presenting the company's digital learning platform. Analyzed potential customers and reported daily activities using project management tools.
Relationship BuildingPresentation SkillsPowerPointGoogle SheetsAsanaTrelloSalesCustomer Analysis
Education
Telkom University
Pursued a Bachelor of Industrial Engineering at Telkom University from August 2014 to January 2019, achieving a GPA of 3.30 out of 4.00.
Pursued a Bachelor of Industrial Engineering at Telkom University from August 2014 to January 2019, achieving a GPA of 3.30 out of 4.00.