Mohamad Laila Fauzhi

Jl. Setiabudi 3 No 15 – setiabudi Jakarta selatan

Curiculum Vitae

Objective

A motivated professional, seeking an opportunity to utilize career experience, skills, and education to contribute to employer
objectives, profitability, and success with a company offering potential for challenge and growth.

Education & Course

Bachelor Degree (S1) from Sekolah Tinggi Ilmu Ekonomi Keuangan dan Perbankan Indonesia (STEKPI) Majoring in Finance
and Banking Management, Jakarta 2001

English Course at English First (EF) in Sydney - Australia 1997

English Course at LIA Jakarta 1995-1996

Direct Sales Training Academy of Citibank NA-Advanced Level 2007

Profesional Experience

Special call center (customer service, telemarketing and quality assurance team) set - up/ build – up project at a new
start - up company. October 2019 – December 2019

 Got special training of product, procedure and call center system (TMS) in Vietnam.
 Built a team of 50 people (customer service, telemarketing and quality assurance team member).
 Created call center (customer service, telemarketing and quality assurance) SOPs, script, KPI, operational rules,
training material, training agenda/ method and shifting schedule to achieve company objective.
 Conducted theoretical and practical training to call centre team (customer service, telesales and QA).
 Partnered with HR manager and country director in recruitment and hiring process to fulfill call centre capacity
quota/ planning.
 Collaborated with HR, country director and CEO to review pilot live of call center team on 3rd month (December
2019) of the project.
 Achieved project target as a date line that required by the company.

Customer Experience Team Leader - PT STOQO TEKNOLOGI INDONESIA (Stoqo.com). August 2018 – April 2019

• Participated in setting up customer experience team (Inbound & Outbound)/ customer experience department
project.
• Create draft of new SOP (Standard Operating Procedures) for Customer Experience team. Call/ chat (Inbound &
outbound) procedures.
• Create draft of capacity planning, training material, outbound call/ chat script, operational rules, SLA, KPI and
shifting schedule.
• Cooperated with IT department team to develop customer experience system (Meta-base, Zoho desk & CRM,
ABC Stoqo, XYZ, Slack, Zopim).
• Managing complaint by monitoring, handling, tracking via incoming call/ chat or escalation and distribute or
escalate to related department.
• Lead, monitor and control Customer Experience team daily operational. such as order confirmation, order
verification, order validation, order out of stock, order delivery/ rescue and achieve monthly retention/ reorder
targeted.
• Ensure all daily activities of customer experience operation in accordance with the company standard and
procedure.
• Conduct new product, process and system training to new or existing team member.
• Weekly and monthly report to Service leader.
• Executed new projects to improve all aspect in Customer Experience department operation.

Call Center Supervisor – PT Solusi Sistem Integrasi / Napan Persada Group (Central Online/ FiberOne / Jubli.com).
September 2016 – April 2018.
Mohamad Laila Fauzhi
Jl. Setiabudi 3 No 15 – setiabudi Jakarta selatan
Phone : 021-5250595|Mobile: 081218575217 |Email : [email protected]

 Participated in setting up contact center (Inbound & Outbound) project under operation department.
 Create new SOP (Standard Operating Procedures) for Call Center incoming call/ email procedures.
 Create training material, call/ email script, operational rules, SLA, KPI and shifting schedule.
 Cooperated with IT department team to develop and provide requirement of call center system (Centerback
Helpdesk & Magento).
 Managing complaint by monitoring, handling, tracking via incoming calls or emails and to distribute or escalate to
related department.
• Supervision Call Center (Inbound & Outbound/ telesales) operation.
• Ensure daily activity of Call Center operation in accordance with the company standard and procedure.
• Conduct soft skill, product and system training to all Call Center Agent/ team.
• Weekly and monthly report to operational director.

Call Center, Tele-sales and Back Office Supervisor - PT Home Credit Indonesia August 2012 – May 2015

Call Center & Back Office role:

 Participated in setting up contact center (Inbound & Outbound)/customer service and back office project under
operation department.
 Establish new SOP (Standard Operating Procedures) for Back Office & Call Center end to end process and
procedures.
 Establish new training material and curriculum, capacity planning, Job description, quality management, CC
script, operational rules, SLA, KPI, incentive scheme and shifting schedule for back Office & Call Center team.
 Recruit new employee and also conduct training for back office & call center team member.
 Cooperated with IT department team to develop and provide requirement of contact center & back office system
(Homer Select 1.0 – 1.2 system, recording system & Xorcom system).
 Managing, monitoring and supervising back office & call center team (Jakarta & Bandung branch) on daily
operational activity and ensure all the procedure has been followed.
 Monitor and maintain customer’s contract documents registration and archiving.
 Monitoring, controlling and reviewing quality of back office and call center team performance also do coaching to
back office and call center team member.
 Cooperated with Quality Assurance department to maintain and review Back Office and Call Center Team
performance in standard quality and documented procedures.
 Support sales department in quality, escalation to risk department for any suspicious fraud case, and support HR
department in recruitment activity.
 Managing incoming customer complaint by monitoring, handling, tracking and analyze complaint via incoming
calls, letters, emails and performed escalation to another department.
 Assistant to COO (Chief Operation Officer) for Back Office and Call Center monthly report and daily operation
department activity.

Senior Telesales Supervisor for HSBC September 2007 – Oct 2011

 Managing 24 of Sales professional team to achieve monthly targets along with high standard quality of selling.
(KTA, Personal loan and credit card).
 Monitoring, handling, tracking and analyze incoming complaint via incoming calls.
 Maintaining turn over of current team capacity, by agresive and continues recruitment for new hire and retaining
program for sales professional team.
 Manage to reduce cost by increasing productivity and efficiency.
 Controlling, monitoring and analyze result of data tracking to maximize database penetration that leads to higher
booking rate.
 Assistant to channel manager for controlling and managing channel. Ensuring all target is achieved and increasing
productivity.
 Demonstrated outstanding relationship-building, by response and solving customers complain then turn it into
complement for the sales channel.
Mohamad Laila Fauzhi
Jl. Setiabudi 3 No 15 – setiabudi Jakarta selatan
Phone : 021-5250595|Mobile: 081218575217 |Email : [email protected]

 Key person to review and brief both new or current product. Ensuring all team well informed regarding to
product knowledge.
 Earned current ranking of the best supervisor in sales channel.

Tele-sales Officer, Citibank NA, July 2004-September 2007

 Sales professional to achieve target of Citibank’s credit card Program and Benefit with quality selling. (KTA , LOAN
ON PHONE , ADVANCE LOAN ON PHONE and PERSONAL LOAN)
 Handling and tracking incoming complaint via incoming and outgoing calls
 Improving quality of selling by attending Training related to sales goal.
 Hold a insurance certification from Asosiasi asuransi Jiwa Indonesia (AAJI)
 Hold a Certification of Courtesy and selling skill from Total Quality of Citibank NA
 Nominator Top 40 NASCO (National Tele-sales Conference) 2005 for Best of The Best Tele-sales Officer

Supervisor in Plaza Senayan Outlet, PT Citra Pramudita Int’l (SS Mega Dunia Sega) May 2003 – April 2004

 Supervise outlet operation include managing shift schedule for employee.

Summary of Qualifications

9 years of professional working experience in managing team at contact center (customer service, sales and operation
support). Has proven ability to lead team effectively, passion, hardworking, into detail and able to multi-task effectively.