Hikam Nur Bayan
About Hikam Nur Bayan
Hikam Nur Bayan is a Customer Support Agent at Influx, where he has worked since 2021. He specializes in training, onboarding, and delivering customer support services in multiple languages, achieving notable efficiency in response times.
Work at Influx
Hikam Nur Bayan has been employed at Influx as a Customer Support Agent since 2021. In this role, he has demonstrated efficiency by achieving an average first response time of five minutes for emails and one minute for live chats. He conducts customer roleplay evaluations while serving as a trainer, which ensures continuous improvement in customer support skills. Additionally, he provides onboarding and refresher training to both new and established team members, contributing to a knowledgeable workforce. His responsibilities also include managing accounts for high-profile SaaS clients, ensuring exceptional service delivery.
Education and Expertise
Hikam Nur Bayan holds a Bachelor's degree in Human Resources Management/Personnel Administration from Universitas Widyatama, which he completed from 2019 to 2021. Prior to this, he earned an Associate's degree in Business Administration and Management from Politeknik Negeri Bandung, studying there from 2013 to 2016. His educational background has equipped him with the skills necessary for effective customer support and training in a corporate environment.
Background
Before joining Influx, Hikam Nur Bayan worked at Medion Group as Branch Administration from 2016 to 2018. He also served as QA Incoming Material Admin at Kalbe Nutritionals from 2019 to 2021. Additionally, he completed a short-term role as a Human Resources Compensation & Benefits Trainee at Trans Studio Bandung in 2016. His diverse work experience spans various roles and industries, contributing to his comprehensive understanding of customer service and administration.
Achievements in Customer Support
In his current role, Hikam Nur Bayan has handled a daily workload of approximately 140 users globally, ensuring timely issue resolution. He actively participates in the Voice Support Agent Roleplay program as both Trainee and Coordinator, which enhances skill development and training effectiveness. He is proficient in delivering customer support services in Spanish and Portuguese, in addition to English, thereby broadening communication with a diverse customer base.
Technical Skills and Tools
Hikam Nur Bayan utilizes various tools to maintain high service standards in his role. He employs JIRA and Monday Board for ticket escalation and deeper investigation. His technical skills support efficient workflow management and contribute to the overall effectiveness of customer support operations.