Fernando Ando

Experience

• 

  PT Bank Central Asia Tbk

  Sept 2011 - Sept 2018

  Customer Service Team Lead
• 

  Shopee

  Sept 2018 - now

  Currently, I am managing Community CS, Internal CS and SWAT Hard Complaint Specialist Team.- Develop productive, profitable and achievement oriented working environment for employees.- Address operational issues and concerns in a timely manner.- Supervise operations team to ensure operational excellence and excellent customer services.- Educate operations team on best practices, company policies and service excellence standards.- Develop and maintain operational guidelines for staffs.- Oversee operational cost, risk and audit activities.- Assist in interviewing, recruiting, training, performance evaluation, promotion and termination activities.- Determine staffing requirements, work assignment and schedules for new projects.- Coordinate with other Manager in different operational issues and promotional activities.- Evaluate current operational strategies and recommend improvements.- Generate operational reports for management as needed. Show less

  • Assistant Manager, Customer Operations

    Jul 2022 - now

  • Senior Associate, Customer Operations

    Sept 2018 - Jul 2022