Iqbal Taufik

Experienced as customer service and admin support for more than 6 years in IT Industry.

E-Commerce website owner (2018 - present)

Marketer/operation/customer service

• Product & supplier research (Fashion niches)
• Offer creation for promotion
• Contents feeding on social media; Facebook and Instagram
• Works on Ads via Facebook Business Manager, launch campaigns
• Monitor the campaign, manage the FB/Instagram page
• Respond to question/orders via website, FB/Instagram page also via whatsapp in order to get a sale
• Hand the packet(s) to delivery services

Technology used : FB ads manager, landing page builder, payment aggregator, GIMP, Canva, etc

KPI(s) : Profitable, respond to customer within 5 minutes, send the packet within a day

Helpdesk Specialist @ IBM Malaysia (June 2014 - June 2017)

Contact center/customer service/problem management

• Manage inbound calls & email pertaining IBM Hardware and software problems
• Follow up ticket number of problems to Remote engineers and onsite engineers
• Propose quotation of Labor and parts to customer for non-warranty machines
• Dispatch resources; engineers, parts, etc, make sure services delivered as per SLA

Technology used : Avaya Phone system, IBM Ticketing system, MS. Excel, MS. Word

Personal KPI(s) : Answer the phone within 10 seconds, Assign ticket# to engineers within 1 hour

Percall Administrator and business operation focal point @ IBM Indonesia (April 2011 - June 2014)

Operation support/Administrator/delinquent customer management

• Compile data of engineer’s activity report submitted via system, analyze potential revenue from repaired non-warranty machines (IBM delivered service first, pay later)
• Issue draft of billing for invoice, contribute 10-100k USD revenue per month
• Monitor aging unpaid invoice, conducted collection procedure via Phone and email
• Monitor sales team activity with CFO on retroactive Maintenance/warranty contracts
• Lead Ops support team, travel admin and country system admin on claim submission and issues that occurred daily

Technology used : PRIS system, IBM Ticketing system, MS. Excel, MS. Word

Personal KPI(s) : Invoice issued within 3 days after billable receipt received, Activities in system need to be decided whether to be billed, to be waived or to hold at the same day when the data extracted

Treasury staff @ Mandala Multifinance (October 2010 - March 2011)

Administrator

• Compile customer’s loans request documents for Bank’s funding
• Distribute Bank’s approved documents back to branches

Personal KPI(s) : Send completed fiducia(s) to all branches at the same day

2006-2010 Gunadarma University - Bachelor of economics