Ishak A.
Senior Quality Assurance Specialist
Open to offersNew to PlatformAbout
Ishak A. is a seasoned professional in the field of Customer Service and Quality Assurance, boasting over 8 years of experience within diverse roles primarily in contact center operations, complaint handling, and performance evaluation. Currently, at ASTRAWORLD, he is instrumental in monitoring customer interactions, providing coaching, and enhancing service quality through analysis and feedback. His skills include Customer Complaint Handling, root cause analysis, and the development of improvement initiatives. Previously, he managed customer shipping documentation at PT ORIENT STAR SHIPPING, ensuring the accuracy and resolution of documentation issues. His earlier tenure as a Call Center Agent with PT INTEGRASI LOGISTIK CIPTA SOLUSI further honed his ability to address inquiries and resolve logistics service issues. Fluent in Bahasa Indonesia and proficient in English, Ishak leverages his strong analytical competencies and technical knowledge in tools like Microsoft Excel and Adobe Photoshop to support operational efficiency and customer satisfaction.
Experience
Call Center Officer & Quality Assurance
ASTRAWORLD · 2018 — PresentMonitoring and evaluating customer interactions to ensure compliance with quality standards. Conducting coaching sessions and providing feedback to agents. Analyzing customer complaints to identify root causes and preparing quality performance reports along with recommendations. Supporting operational teams in reaching their KPI and SLA targets while handling inbound and outbound customer communications.Customer Service Documentation
PT ORIENT STAR SHIPPING · 2015 — 2016Managing customer shipping documentation and coordinating with customers regarding their shipment requirements. Ensuring the accuracy and completeness of shipping documents while resolving documentation-related customer issues.Call Center Agent
PT INTEGRASI LOGISTIK CIPTA SOLUSI · 2013 — 2015Responding to incoming customer calls and providing information and solutions for logistics services. Recording customer inquiries and complaints, escalating issues when necessary, and ensuring timely resolutions.Sea Export Documentation (Customer Service)
PT COMBI LOGISTIK INDONESIA · 2010 — 2011Preparing and controlling export shipment documentation while coordinating shipment schedules with customers and shipping lines. Ensuring compliance with export procedures and documentation requirements.
Skills & Expertise
Education
- Diploma in English LiteratureABA Bina Sarana Informatika · 2006 — 2009
- High SchoolSMA Negeri 7 Jakarta · 2003 — 2006
- Middle SchoolSMP Negeri 122 Jakarta · 2000 — 2003
- Elementary SchoolSDN Pluit 03 Jakarta · 1994 — 2000