Abdul Ghofur

Experience

• 

  Ruangguru.com

  Aug 2019 - Sept 2024

  • Coordinating a team of 30-50 (seasonality) inbound education consultants, with various channels (E-mail, Voice, Social Media, Livechat) across multiple products Ruangguru (K-12 Products, Skill Academy, Ruangkerja, etc)• Manage daily activities of customer operations for Ruangguru, act as a first tier problem resolution of customer issues or queries to ensure a high customer satisfaction level and excellent service is given.• Guide and coordinate customer service agents and monitor day to day customer operations performance.• Assist and help customer service agents in order for them to provide an excellent service to customer, partner, and stakeholders.• Escalate and highlight customer issues to supervisors and manager based on case by case priority.• Provide regular reports to supervisors and manager related to customer experience KPI and product issues.• Collaborate and provide information and insights to customer experience stakeholders. Show less Professionally handle customer support operations for Ruangguru. Act as a link between the team and related department to identify and analyze roots of problems & potential problems, and develop long-term permanent solutions using all data, SOP, and script provided.• Handle day to day customer service operations for Ruangguru, resolve issue or queries from customer to ensure a high customer satisfaction level• Identify queries from customers to gather insights and recommend improvement suggestions and initiatives to other teams in Ruangguru like Product, Tech and Content teams• Help to improve the conversion of different products/services by convincing inbound inquiries, cross-selling, up-selling• Proactive approach in sharing information related to learning experience to customer via chat.Using various tools like Qiscus, Zendesk live chat, Zendesk email. Using Company's CRM to reporting and documenting the daily task.• Handle various products of Ruangguru, from Ruangbelajar (all type), Skill Academy, English Academy, and Ruangkerja. Show less Responsible for selling Ruangguru's products by identifying leads, educating prospects on products through calls, training, and presentations, and providing existing customers with exceptional support.• Visiting all schools in the area of responsibility, socializing effective learning methods using technology-based facilities.• Responsible for maintaining the effectiveness and efficiency of selling Ruangguru products.• Play a direct role in helping to improve the academic quality of students in the area of responsibility. Show less

  • Customer Experience Coordinator

    May 2022 - Sept 2024

  • Customer Experience

    Jul 2020 - May 2022

  • Field Education Consultant

    Aug 2019 - Jul 2020
• 

  PT Sentra Vidya Utama (SEVIMA)

  Sept 2024 - now

  • Diagnose and resolve related issues from the user, including Application, Web Dashboard, etc., based on user descriptions.• Prepare troubleshoot documentation or Bug Fixing Document and submit it to the relevant team via Jira.• Analyze and support the Product Support Team and Account Managers related to user requests/complaints and also provide suggestions to improve the system.• Handle daily tickets and user complaints from the Product Support and Account Manager Team.• Foster positive relationships and collaboration with both internal and external parties to achieve operational and business goals.• Report to the Direct Supervisor and summarize the total issues solved or not solved every week.• Coordinate with the Project Team or Product Team if any cases require improvements on the product side or our platform. Show less • Handle day-to-day customer inquiries through live chat to ensure high customer satisfaction.• Resolve issues by analyzing customer-reported problems and providing accurate, effective solutions.• Demonstrate strong analytical skills to identify root causes of customer challenges.• Escalate issues to relevant internal teams with clear and detailed summaries, ensuring smooth resolution.• Perform follow-ups with customers and internal stakeholders to deliver timely solutions within established SLA targets.• Meet performance metrics and targets as defined by management while maintaining adherence to SLA standards. Show less

  • Technical Support

    Jan 2025 - now

  • Customer Support

    Sept 2024 - Jan 2025