Piere Firdauzi
Community Operations Specialist
Bangkok City, piere
Summary
Social media and online media savvy, native speaker of English and Indonesian law graduate (LLB) with deep understanding of Indonesian law, culture, politics, current social events, and global trends. Along with 10 years of experience in the content moderation, training, customer experience and BPO industry in Thailand, Indonesia, and Australia.
Overview
10
10
years of professional experience
7
7
years of post-secondary education
10
10
Certificates
Work History
Community Operations Specialist
TDCX
01.2021 - Current
- Review reported content and respond to user inquiries with high quality, speed, empathy and accuracy
- Assist our community and help resolve inquiries empathetically, accurately and on time
- Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content
- Gather, analyse, and utilise relevant data to develop ways to improve the overall user experience on the site
- Recognise trends and patterns, escalating any issues outside company policy to the global team
- Ensure confidentiality, security, integrity and privacy of data as top priority
- Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.
Teacher and Customer Experience, ALFALINK & Private Tutor
01.2014 - 10.2019
- To teach and managed to help students achieve their desired IELTS, TOEFL iBT, Business English, or
- English for Academic Purposes results within programme duration, both in teams and individually
- Maintained attentiveness, delivered excellent customer experience, maintained contact through phone, email, and in-person with clients (students and their parents or guardian)
- Piere Firdauzi - page 1
- Provided customer support to make sure all their needs are met, including but not limited to experimenting, collaborating, and modifying materials
- Demonstrated analytical thinking and high problem-solving skills to solve operational issues
- Continuously managed to actively look for ways to improve customer's experience and business performance, to identify and process improvements, including operational improvement
- Performed general administrative duties and answered inquiries about programmes offered and pricing queries both real-time and via phone calls, messages, replying to emails, and in-person, to recruit clients while maintaining confidentiality and integrity
- Met and exceeded KPI and team goals with students' satisfactory rate of 95%.
Outbound Market
Wallis Consulting Group
03.2012 - 12.2012
- Accountable to interact efficiently in real-time and in-person with participants to conduct surveys on behalf of the Australian Government covering different areas, such as: Public Transport, City
- Council Surveys, and the Longitudinal Survey of Australian Youth (LSAY) in a fast-paced call center environment
- Maintained focus, good attitude, professional, ethical, and immaculate telephone manners
- Demonstrated and maintained high degree of patience, consistency, integrity, and confidentiality
- Abled to take ownership, addressed concerns, and queries in a timely and accurate fashion
- Worked and communicated with team leaders and manager to ensure appropriate changes were made based on respondents' requests to improve business performance, operational issues, and customer experience
- Demonstrated mastery of call script and communication skills
- Demonstrated persuasion to keep respondents in the survey (for longitudinal survey)
- Worked in shift rotation and double shift including weekend on longitudinal survey to meet KPI.
Sales And Marketing Representative
Red Energy
01.2012 - 03.2012
- Initiated and conducted door-to-door sales of product
- Developed, delivered engaging sales presentations of products, and customer service
- Communicated with customers to understand their needs and recommended appropriate product.
Customer Service Sales Specialist
Piere Firdauzi, Origani
05.2011 - 10.2011
- Demonstrated excellent customer service, products, explained pricing, and provided customer support
- Demonstrated persuasion and conducted sales using consultative approach, which resulted in the increase in daily sales
- Maintained records, returns, and inventory related to sales
- Accepted and processed sales and returns (refunds)
- Merchandised attractive shelf displays
- Met team goals and KPI
Food Server
Othello Restaurant
05.2011 - 05.2011
- Provided customer service, set up dining table, and greeted customers
- Explained menu, including specials to customers
- Provided customer support and answered customers queries
- Collected credit card or cash payments.
Education
Bachelor of Laws - LLB - International Business, Trade, Tax Law, Business Law
Universitas Pelita, University of The Arts
01.2016 - 01.2020
Short Course programme - Media and Communication
Piere Firdauzi
01.2010 - 01.2012
Bachelor of Arts - BA - Communication and Media Studies
Monash University
01.2012 - 01.2012
Diploma - International Business, Business Management, Marketing, Economics
INTO Newcastle University
01.2009 - 01.2010
Skills
Lawundefined
Certification
Legal Aspects in Notary Making - Notaris' Office - Indonesia
Timeline
Community Operations Specialist
TDCX
01.2021 - Current
Bachelor of Laws - LLB - International Business, Trade, Tax Law, Business Law
Universitas Pelita, University of The Arts
01.2016 - 01.2020
Teacher and Customer Experience, ALFALINK & Private Tutor
01.2014 - 10.2019
Outbound Market
Wallis Consulting Group
03.2012 - 12.2012
Sales And Marketing Representative
Red Energy
01.2012 - 03.2012
Bachelor of Arts - BA - Communication and Media Studies
Monash University
01.2012 - 01.2012
Customer Service Sales Specialist
Piere Firdauzi, Origani
05.2011 - 10.2011
Food Server
Othello Restaurant
05.2011 - 05.2011
Short Course programme - Media and Communication
Piere Firdauzi
01.2010 - 01.2012
Diploma - International Business, Business Management, Marketing, Economics
INTO Newcastle University
01.2009 - 01.2010
Accomplishments
I was recognised and awarded as a Top Performer on Feburary of 2022.
Similar Profiles
Ikmal RaniIkmal Rani
Customer Support Specialist at TDCXCustomer Support Specialist at TDCX
Najwa Bari'ah Mohd TabriNajwa Bari'ah Mohd Tabri
Senior Customer Service Representative at TDCXSenior Customer Service Representative at TDCX
Sasvin RaviSasvin Ravi
Customer Service Subject Matter Expert at TDCXCustomer Service Subject Matter Expert at TDCX
Nurfadhilah Mohammad NasirNurfadhilah Mohammad Nasir
Customer Services Associates at TDCXCustomer Services Associates at TDCX
CAO NGUYEN THANH MYCAO NGUYEN THANH MY
Community Operations Specialist at TDCX INC.Community Operations Specialist at TDCX INC.