Fadel Fadillah
Head of Customer Service @Svrg.Id
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WORK HISTORY
Head of Customer Service @Svrg.Id
EDUCATION
Universitas Negeri Malang
Bachelor of Engineering - BE
SMA Yadika 5 Jakarta Barat
Science
ABOUT FADEL FADILLAH
Head of Customer Service with 6+ years of experience in customer service operations, including 2 years leading teams and managing multi-channel customer support across email, live chat, marketplaces, social media, and WhatsApp. Experienced in leading customer service operations for 11 brands, handling high-volume interactions across WhatsApp, TikTok Shop, Shopee, Tokopedia, and Blibli. My focus includes KPI, SLA, and AHT management, escalation handling, CRM optimization, and team performance development to ensure fast, accurate, and consistent service quality. Skilled in managing CRM systems and customer engagement initiatives, maintaining 95% customer satisfaction, and supporting WhatsApp-based projects contributing to IDR 300M+ in revenue. Strong background in people management, problem-solving, SOP improvement, and cross-functional collaboration. Currently focused on strengthening customer service operations and building scalable service quality across teams.
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