Hendy Samosir
About Hendy Samosir
Hendy Samosir is a Senior Manager of Customer Support at Coda Payments in Jakarta, Indonesia, with a background in Public Relations and Communication. He has over seven years of experience in customer support roles, where he has led initiatives to improve communication skills, streamline processes, and enhance customer satisfaction.
Work at Coda Payments
Hendy Samosir currently serves as the Senior Manager of Customer Support at Coda Payments, a position he has held since 2022. In this role, he oversees the customer support operations in Jakarta, Indonesia. Prior to this, he worked for five years as a Customer Support Manager from 2017 to 2022, and he initially joined Coda Payments as a Customer Support representative from 2015 to 2017. Throughout his tenure, he has contributed to various initiatives aimed at improving customer service efficiency and team communication.
Education and Expertise
Hendy Samosir earned a Bachelor of Arts in Public Relations, Advertising, and Applied Communication from Universitas Mercu Buana, completing his studies from 2017 to 2021. His educational background provides a strong foundation for his work in customer support, where effective communication and relationship management are essential. His expertise includes developing training programs and implementing customer feedback systems, which enhance overall service quality.
Background
Hendy Samosir has a background in customer support, having worked at Coda Payments for several years in various capacities. His career in customer service began in 2015, and he has progressively taken on more responsibilities, culminating in his current senior management role. His experience spans both frontline support and managerial positions, providing him with a comprehensive understanding of customer service operations.
Achievements
During his time at Coda Payments, Hendy Samosir has led several initiatives that have positively impacted customer support operations. He organized quarterly workshops to enhance communication skills within the customer support team. He also played a key role in a cross-departmental initiative that streamlined the escalation process, achieving a 20% reduction in resolution time for complex issues. Additionally, he developed a training program for new representatives, which reduced onboarding time by 30%.
Customer Support Innovations
Hendy Samosir has been instrumental in integrating innovative solutions within the customer support framework at Coda Payments. He led a project to incorporate AI-driven chatbots, which improved response times and operational efficiency. Furthermore, he implemented a customer feedback system that resulted in a 15% increase in customer satisfaction scores within the first year, demonstrating his commitment to enhancing the customer experience.