Fathurrahman Alif Fahrezi

Fathurrahman Alif Fahrezi - |-| linkedin.com/in/fathurrahmanaf Tangerang Selatan, Indonesia 15416 SUMMARY An experienced Operation and Customer Service professional with a passion for process streamlining and efficiency. I have a proven track record of implementing process improvements that have reduced manual work and increased productivity. Skilled in managing teams and can adapt to changing business environments. Committed to delivering exceptional results and driving continuous improvement. WORK EXPERIENCES eZee Technosys Pvt. Ltd Account Manager (February 2023 - Now, Remote) ● ● ● Ensuring effective and efficient onboarding process for properties to go live within SLA Build and maintain strong relationships with stakeholders (Hotel Client, Online Travel Agent, Other departments) Provide solution to client business and technical inquiry ZEN Hospitality Solutions Sr. Operation Manager (June 2022 - December 2022, Jakarta - Remote) ● ● ● ● Managed a team of 6 members in the Content and Distribution department, maintaining client onboarding quality and pace of 10-15 clients onboarded daily Proactively explored opportunities to streamline the client onboarding process, reduced 1+ hours of manual tasks by removing redundant processes Built and managed a ticketing system for other departments to submit requests and technical issues, centralizing issue submission and knowledge base Built and maintained partnerships with stakeholders (Online Travel Agents, Hotel Clients, Other departments, etc.) Operation Manager (July 2021 - June 2022, Jakarta - Remote) ● ● ● ● Conducted bi-monthly internal audit and coordinated with Finance Team in ensuring the data accuracy of 11000+ reservations and payments Streamlined and automated manual works in the audit process, reduced 2+ hours of manual works Successfully reduced 6+ hours of manual payment charging weekly by collaborating with the technical team in refining the behavior and the capability of an existing automatic payment process Generated and analyzed reports for decision-making, and resolved technical issues by coordinating with various departments as necessary Customer Service & Operation Team Leader (June 2019 - June 2021, Jakarta) ● ● ● ● ● Spearheaded the system training for internal departments and clients and maintained a pace of 3-5 clients training daily Managed and improved system training materials in the format of video, slideshow, and picture Onboarded and provided the training of processes and systems to 15+ Customer Service agents Built and managed a reporting dashboard for the Customer Service Team using Google Data Studio Supervised daily operations, ensured agents performed their duties according to SOP Customer Care Associate (November 2017 - June 2019, Jakarta) ● ● ● Assisted customer orders, issues, and inquiries via chat, email, and call with a volume of 50+ cases daily Navigated various Online Travel Agent systems, property management systems, channel managers, and payment gateways in the execution of the role Assisted the QA process of the customer service team PT Vads Indonesia Customer Service Representative (September 2014 - November 2017, Jakarta) ● ● Provided technical assistance to customers with their Internet and Telephone issues Disseminated accurate information about the company’s services and products SKILLS Ms. Excel, Gsheet (Macro Automation), Google Data Studio, Hotelier Property Management System, Channel Manager, POS, Payment Gateway (Xendit, Stripe, Adyen), Customer Service Ticketing System (Zendesk, Jira), System and Employee Training, Ms. Word, Canva, Zapier, English, Bahasa Melayu, Native Bahasa Indonesia