Sofyan Mage

Senior Quality Assurance at Concentrix Malaysia Sdn, Bhd

Monitored and improved team performance through weekly transaction monitoring and daily case scrubbing. Devised action plans with Team Leader, SME, and Operations Manager. Facilitated coaching sessions and team huddles to disseminate updates and feedback. Engineered and dispatched reporting for weekly performance across management levels. Executed ad-hoc tasks including QA calibration, new hire training, and other management-related tasks.

Social Media Marketing Support at Concentrix Malaysia Sdn, Bhd

Managed advertiser inquiries via chat, phone, and email. Analyzed ad performance using Facebook Ads Manager and Page Insights, providing strategic advice to optimize campaigns. Guided advertisers in creating effective ads aligned with objectives and assisted with escalations. Maintained up-to-date knowledge of campaigns and market trends.

Customer Service Inbound at PT Indosat Mega Media under PT Teleperformance Indonesia Jakarta

Delivered exceptional service through calls; provided information on Indosat products, marketing, educated customers, troubleshot issues, and checked customers' internet connections via Telegram. Coordinated with back office teams and generated escalation tickets when necessary.

Sr. Quality Evaluator at PT Indosat Mega Media under Teleperformance Indonesia Jakarta

Addressed inquiries from corporate customers regarding internet services via calls and chats. Investigated customers' internet connections, traffic, domain, and hosting concerns.

Back Office at PT Indosat Mega Media under Teleperformance Indonesia Jakarta

Managed the dispatch and follow-up of tickets generated by call center and email agents to the appropriate divisions. Communicated with customers via email to request further information or to inform them when issues had been resolved.

Email Agent at PT Indosat Mega Media under Teleperformance Indonesia Jakarta

Provided solutions to customer inquiries received via email and chats. Troubleshot customers' internet connections.

Customer Service Inbound Call at PT Indosat Mega Media under Teleperformance Indonesia Jakarta

Resolved customer inquiries via phone calls concerning Indosat services. Collaborated with relevant teams to escalate tickets to the back office as necessary.

Senior Quality Assurance at Concentrix Malaysia Sdn. Bhd

Monitored team performance through weekly transaction monitoring and daily case scrubbing. Devised an action plan collaboratively with the Team Leader, SME, and Operations Manager to enhance team performance. Facilitated coaching sessions, discussions, and team huddles with Agents to disseminate new updates, inputs, and feedback regarding performance. Engineered and dispatched reporting for weekly performance across management levels. Executed ad-hoc tasks including creating RRNo Verbatim, conducting QA Talks for new hire training, facilitating QA Calibration, and addressing other management-related tasks.

Social Media Marketing Support at Concentrix Malaysia Sdn. Bhd

Managed advertiser inquiries regarding advertising through chat, phone, and email. Analyzed advertiser ads performance and metrics using Facebook Ads Manager or Page Insights and provided strategic advice to enhance ads performance. Advised advertisers on optimizing ads engagement based on target audience insights. Guided advertisers in creating effective ads aligned with their objectives or campaigns. Oversaw account/customer escalations and ensured timely responses and proper tracking as required.

Customer Support and Analyst at PT Indosat Mega Media (Teleperformance Indonesia) Jakarta

Addressed inquiries from corporate customers regarding internet services via calls and chats. Investigated customers' internet connections and traffic concerns; troubleshot domain and hosting issues.

Back Office at PT Indosat Mega Media (Teleperformance Indonesia) Jakarta

Managed dispatch and follow-up tickets generated by call center and email agents to the appropriate divisions. Communicated with customers via email to request further information or to inform them when issues were resolved.

Email Agent at PT Indosat Mega Media (Teleperformance Indonesia) Jakarta

Provided solutions to customer inquiries received via email and chats. Troubleshot and assessed customers' internet connections.