Ismail Marzuki

As a Customer Experience Manager at Ula, an online marketplace for small businesses in Indonesia, I oversee the call center operations and ensure the quality and efficiency of customer service. With over 7 years of experience in customer service management, I have developed strong skills in call center development, communication, people management, quality assurance, and CRM software.

My mission is to deliver world-class service to Ula's customers and foster ongoing engagement with the company. I manage, train, mentor, and lead a team of call center representatives who handle customer orders, inquiries, issues, and feedback. I also execute communication strategies, monitor system performance, analyze data and trends, and prepare reports.

I have contributed to increasing the customer retention rate, NPS, and order rates at Ula. I am passionate about creating and maintaining a high-quality work environment where my team members are motivated and supported to perform at their best.