Lukman Hakim

Experience

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  Indosat

  Aug 2007 - Sept 2009

  Callcenter im3

  information, request, complaint and dispute Indosat IM3 product and help resolve any customer complaints gather their information via a telephone call.

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  PT. Kereta Api Indonesia (Persero)

  Oct 2009 - May 2013

  Customer Service Office

  A customer service representative interacts with a PT. KAI's customers to provide them with ticketing order/reservation and help resolve any customer complaints gather their information via a telephone call.

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  Telkomsel

  Jul 2013 - Aug 2016

  Social Media Specialist

  Create and implement a social media strategyFinding the target audience of brand in the online worldDoing engagement with the audience and build community. Remember: Quality. not QuantityPerform competitive analysisMonitor brand mentions: answer questions, provide customer serviceAnalytics: talks tracking about brand in social media, discover why if there is a sharp increase or decrease of the conversation your brand and change strategies appropriate current conditions.Give rewards given to advocacy to increase word of mouth.Create a link between the presence in social media and customer retention sales Show less

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  PT Smartfren Telecom Tbk

  Sept 2016 - May 2018

  DTP
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  Rupi

  May 2018 - May 2020

  Head Of Customer Service

  Dual responsibility of Customer service OMNI Channels & Call center Advisor:● Hiring, training, coaching, and leading call center representatives as they provide support for customers.● Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.● Create new reporting system by Google suite such as Spreadsheet and google doc● Maintenance Client, Sales force, and Branch operations● Setup system OMNI Channel by Freshwork (Freshdesk and Freshchat)● Setting up with call center with vendor system called as Jascloud premium call 150999 Show less

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  Indarta Knight Group

  Feb 2021 - now

  Client Manager - CRM Manager

  Indarta Knight Group is a TOTAL SOLUTIONS business group that helps clients complete engineering and construction projects.IKG provides a variety of services primarily Pipeline, HVAC, Mechanical Electrical, Logistics, Equipment and Machinery Rental, and Labour Providers for various sectors such as Manufacturing, Energy, Oil & Gas, and Construction.