Husnul Awaliyah

HUSNUL AWALIYAH Quality Assurance Analyst Indonesia | - |- SUMMARY Customer service quality assurance analyst with 2 years and 6 months of experience in customer service quality analyst role and 5+ years in customer service industry. Familiar with analyzing customer service service quality, develop improvement plans to ensure customer service quality, understand customer’s needs and compile strategy to meet their expectation that leads to an excellent customer experience. EXPERIENCE itemku by Bukalapak Quality Assurance Analyst (Aug 2022 – Present)  Analyzing customer service agent’s daily ticket and documenting the result  Analyzing customer dissatisfaction rate and to create service improvement  Ensure the quality of customer service agent on handling the case  1 on 1 with agent to confirm, acknowledge or discuss issue  Discuss strategy, insight, improvement plans and collab with function team to improve quality  Update weekly feedback point for customer service agents on uncommon issue or massive agent’s mistakes itemku by Bukalapak Customer Service Agent (Mar 2021 – Aug 2022)      Take ownership of user’s inquiry in CRM tool (Zendesk) Identify root cause of issue and provide a relevant and accurate solution according to knowledge management tool Update daily issue with whole team member Attend weekly feedback session from Trainer and Quality Assurance team to discuss update and recent issue Attend monthly calibration session to review self performance HOOQ Customer Experience Advocate (Jun 2018 – Apr 2020)    Help customer with complain or inquiry related to app or content Identify root cause of issue and provide a relevant and accurate answer or solution according to knowledge management tool Coaching regularly with team leader to keep improve service quality Jackal Holidays Shuttle Call Center Agent (Jan – Jun 2018)    Handle inbound call for seat reservation, complaint and shuttle inquiry Make outbound call to confirm about passenger’s reservation and departure schedule Check and manage passenger’s departure boarding PT Infomedia Solusi Humanika Outbound Call Center Agent for Telkomsel (Aug – Dec 2017)   Analyze customer’s behaviour on using the cellular data package Provide recommendation on a cellular data package according to customer’s needs Grand Mercure Bandung Setiabudi Telephone Operator (Sept 2016 – Jun 2017)    Handle inbound call for room, restaurant, event, and lost and found item inquiry Manage guest’s wake up call inquiry Take room reservation if necessary EDUCATION Sekolah Tinggi Ilmu Ekonomi Pariwisata YAPARI (2013 - 2017) Diploma of Tourism - GPA 3.5 SKILLS ● ● ● Customer satisfaction management Problem solving Analytical thinking ● ● ● Time management Customer experience CRM – Zendesk