Wimpi Pardede

My name is Wimpi Pardede. Currently I lived in Yogyakarta Indonesia. I have been work in Customer Support Industry since 2016 as agent and finish my manager role in 2025. During my period of work, I also promotes to the several position such as Sales Support, Quality assurance and team leader customer support.

Find the right balance between targets and boost the work culture is the path that I really believe be able to elevate the quality of customer service and improve customer satisfactions. Develop reports, supporting documentation, system, or app to be able to assist the team member for smoother process.

Customer Support Team Leader at NEUSOFT (2025-01 – Present)

• Maintain team performance to meet client's targets.
• Complete client task request to gain data or testing for flow improvement.
• Develop KPI target for all agents.
• Provide weekly and monthly report to client regarding operational performance.
• Provide training and performance tracking for new hire

Customer Support Manager at NINJAVAN (2021-01 – 2025-01)

• Manage high number of team member 100+ team member.
• Develop flow handling and rules to make sure all the operational running smooth and efficient.
• Make sure FRT, Resolution, and CSAT meet the company targets.
• Working with other department to make sure all Pickup and Delivery of the parcels meet the customer expectations.

Consignee Support Team Leader at JANIO ASIA (2020-01 – 2021-01)

• Manage regional customer support team located in Indonesia.
• Develop KPI, CRM, and flow documentation from scratch.
• Responsible to monitor CS performance such as FRT and Customer satisfaction Rating.
• Working closely with other team to make sure all parcel process meet the customer expectations.

Customer Support Team Leader at SALESTOCK (2019-01 – 2020-01)

• Responsible to manage live chat team.
• Maintain agent performance to meet the company standards with coaching, development and 1on1.
• Working with quality assurance to make sure all service and flow handling be able to deliver to customer.
• Assist customer as Fashion Consultant to guide and provide recommendations for the fashion item needed.

Bachelor Degree in Sport Science – YOGYAKARTA STATE UNIVERSITY (2012-01 – 2018-01)