Saiful Arifin Rahman

Experience

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  Telkom Professional Development Center (Telkom PDC)

  Feb 2014 - Oct 2014

  Instructor

  • Teaching VB.Net and Data Structure.• Planning, preparing, and delivering lessons to the class.• Preparing and setting tests, examination papers, exercises, individual and group assignment.• Organizing and getting involved in creating a new curriculum based on the latest IT technology.• Write and create new learning modules based on the new curriculum.

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  Telkom Indonesia

  Oct 2014 - Jul 2018

  • Tracking; seek, take over, and rectify technical issues that do not meet the criteria for resolution.• Intervention; worked with other technical and field units to achieve targets according to KPI/SLA.• Assurance; ensure the quality of technical issues settlement by doing final check.• Learning; making business process based on past technical issues handling.• Utilized Toad for Oracle database management and Excel to track, analyze, and visualize data.• Sucessfully adhered to company data governance standards receiving the “Employee of the Year” in 2016 and 2017. Show less • Monitor customer service performance on the agent and team level.• Help agents improve their performance with specific instructions and constant support.• Maintain and develop internal support and call center quality standards.• Participate in calibration sessions to maintain consistency in internal evaluations.• Create and report support team’s performance to higher-ups.• Utilized MySQL and Excel for visualization of data insights and implemented new scripts that increased performance by 20%. Show less

  • TIAL & Performance Analyst ROC TREG 3

    Oct 2015 - Jul 2018

  • Quality Control Assurance Service Desk ISC

    May 2015 - Oct 2015

  • Call Center Agent Service Desk ISC

    Oct 2014 - May 2015
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  PT. INFOMEDIA NUSANTARA

  Jul 2018 - Oct 2020

  ROC Consumer Coordinator

  • Supervise, research, and provide technical directions in order to carry out work related to KPI/SLA.• Provided data reporting functions to the technical community using SQL querying to enable the team to gain insight into various parts of the business.• Successfully interpreted data to identify key metrics and draw conclusions for managerial action and strategy.• Analyzed data to perform root cause analysis that increase the handling of technical issues performance from 26% to 87%. Show less

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  Telkom Indonesia

  Oct 2020 - now

  CPMS Technical Data Analyst