Ernest Nathan Handrijono
About Ernest Nathan Handrijono
Ernest Nathan Handrijono is an Operations, Customer Experience, and Success professional specializing in B2B environments at Xendit in Jakarta, Indonesia. He utilizes Zendesk and has developed chatbot solutions to improve customer satisfaction, drawing on his background in computer science and previous experience in software engineering.
Work at Xendit
Ernest Nathan Handrijono has been employed at Xendit since 2022, serving in the role of Operations, Customer Experience and Success (B2B). His responsibilities include managing customer ticketing and escalation processes using Zendesk and related applications. He has developed efficient tooling and chatbot solutions aimed at enhancing customer satisfaction. In this role, he collaborates with various teams, including product, sales, finance, and merchant teams, to address complex issues and facilitate incident communication.
Previous Experience
Before joining Xendit, Ernest worked as a Software Engineer at Comply Flow for a duration of four months in 2021. Additionally, he served as a Committee Member at the Project Management Institute in 2020 for one month. These roles provided him with valuable experience in software development and project management.
Education and Expertise
Ernest studied at SMAK YSKI from 2016 to 2018, completing his secondary education. He then pursued a Bachelor's degree in Computer Science at Universitas Dian Nuswantoro from 2018 to 2022. His educational background has equipped him with technical knowledge and skills relevant to his current role in customer experience and success operations.
Customer Success Operations
In his current position, Ernest has gained first-hand sales-like experience through customer success operations. He provides both general and technical explanations of fintech products, which aids in the onboarding process for merchants. His role emphasizes the importance of customer satisfaction and effective communication in the fintech industry.