Muhammad Sholahuddin
Quality Assurance Analyst, Customer Support, Data Analyst
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Professional Summary
Customer Experience and Quality Assurance Analyst professional with 4 years in fast-paced support environments
across tourism and social media sectors. Proven track record in optimizing support quality, coaching teams of 35+
agents, and ensuring SLA/KPI compliance using tools like Zendesk. Strong in data-driven process improvements,
customer satisfaction, and bilingual support (English & Indonesian).
Skill
Tools: Zendesk, Microsoft Office, Google Spreadsheet, Tableau, CRM Systems (Salesforce, Agent Connect)
Skills: Quality Assurance, Root Cause Analysis, Coaching, SLA Monitoring, Training Delivery, COPC, Six Sigma
Languages: Indonesian (Native), English (Advanced)
Experience
Customer Support
Jul 2024 - Present
Concentrix - Social Media Platform Project
Kuala Lumpur, Malaysia
Resolved 15+ daily user inquiries via calls, chat, and email, ensuring 95% SLA compliance.
Escalated complex issues to internal teams and tracked resolution turnaround.
Analyzed user reports and collaborated with stakeholders to improve service workflows.
Achievements:
Maintained monthly KPI above 80% consistently.
Recommended workflow optimizations that increase CSAT chance by 6%.
Endorsed to HiVa Team (VIP Customer) for excellence in customer handling.
Quality Assuance Analyst
Dec 2021 - Jul 2024
Mitracomm Ekasarana - Online Travel Agency Platform Project
Semarang, Indonesia
Led QA operations for 35–40 agents, driving a 15–20% improvement in performance through coaching and
project implementation.
Conducted weekly audits and root cause analysis to maintain quality above 80%.
Delivered training to new hires and refresher sessions to improve compliance with product and policy
knowledge.
Designed and implemented scorecards and SOP workflows to align with client KPIs.
Achievements:
Reduced DSAT risk by 30% during peak season through proactive SOP forecasting.
Recognized as Best QA in 2023 for outstanding performance in accuracy and leadership.
Customer Support
Jun 2021 - Dec 2021
Mitracomm Ekasarana - Online Travel Agency Platform Project
Semarang, Indonesia
Handled 40+ inquiries daily across phone, chat, and email with >85% resolution accuracy.
Coordinated with marketing managers and internal teams for complex case resolution.
Created weekly operational reports for leadership decision-making.
Achievements:
Consistently exceeded 80% KPI targets.
Recognized as “Best Agent” Q3 2021.
Proposed SOP improvements that enhanced issue resolution speed by 10%.
Projects
Focus Group Discussion Accommodation Team Project
Initiated a “courtroom-style” coaching program to correct misconceptions among low-performing agents
through stakeholder-led questioning.
Improved agent performance by 15–20% by fostering empathy, active participation, and memorable learning
experiences that addressed root causes of recurring issues.
Converted session insights into SOP updates and targeted coaching for sustained improvement.
Weekly CCE Focused Coaching Project
Led weekly coaching that cut CCE findings by 21.67% through root-cause-driven focus and improved SOP
adherence.
Reduced repeat errors to 12.5% by shortening coaching intervals and targeting key agent performance gaps.
Education
Universitas Negeri Semarang, Semarang
Bachelor of Education in English Language Teaching
