Iqbal Taufik

Executive Technical Support

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Located in Kuala Lumpur, Malaysia

Mobile Phone : +60 6636710

Executive - Technical Support @ Lenovo (August 2022 - present)

Technical Support/Customer Service/Problem Management

• Manage inbound calls/email/chat/E-tickets regarding Lenovo’s computer software/hardware issues
• Provide Troubleshoot remotely with the customer to provide immediate solutions (Fix by Contact)
• Identify and suggest the correct hardware parts required to resolve issues.
• Raise work orders with onsite service providers
• Manage and follow up on open case(s) until they are resolved
• Escalate issues to higher management for permanent resolution of customer problems

Technology used : Microsoft Dynamic, Remote apps Log Me In/quick assist, MS office products

KPIs : Manage on average 25 tickets no of problem report via phone/email/chat/e-ticketing per day, Fix on contact by first call, CQM Passed 90%

E-Commerce website owner (2018 - 2022)

Marketer/operation/customer service

• Conduct Product & supplier focusing on fashion niches
• Create promotional offers
• Manage social media (Facebook and Instagram) to drive organic traffic
• Run ad campaigns using Facebook Business Manager
• Monitor campaigns, manage social media pages, and respond to customer inquiries/orders via website, social media, and WhatsApp to generate sales
• Respond to question/orders via website, FB/Instagram page also via whatsapp in order to get a sale
• Handle order fulfillment and coordinate with delivery services

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

KPIs : 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

• Handle inbound calls and emails regarding IBM hardware and software issues
• Follow up on problem tickets with remote and onsite engineers
• Provide labor and parts quotations for non-warranty machines
• Dispatch engineers and parts, ensuring service delivery meets SLAs

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

Personal KPIs : 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

• Reconcile data of engineer’s activity report submitted via system, analyze potential revenue from repaired non-warranty machines (IBM delivered service first, pay later). Compile with 3 actions; To be billed, To be waived, To be hold
• 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 KPIs : 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 KPIs : Send completed fiduccia(s) to all branches at the same day

Achievements

• Won one million of rupiahs company’s innovation challenge in 2014, title “go green, read on screen”
• Passed a corporate audit in 2014 with no major note
• Collected many positive reviews during my time in IBM Malaysia

Education

2006-2010 Gunadarma University - Bachelor of economics

2003-2006 High School of SMAN 8 Bekasi

2000-2003 Junior high school of SMPN 2 Bekasi

1994-2000 Elementary school of SDN Rawa roko 1 Bekasi

References