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JK
Jefri Karo Karo
Contact Center Leader & Automation Developer
Power Platform
Operations Leadership
Process Automation
Business Intelligence
I bridge the gap between operational strategy and technical execution. With a decade of experience growing from Customer Support Agent to Contact Center Manager, I now build the automation tools that make operations teams excel.
Quick Details
- Location: Southeast Asia (Indonesia)
- Status: Open to Opportunities
- LinkedIn: linkedin.com/in/jefrikrama
- Email: [email protected]
Core Expertise
- Contact Center Operations & Leadership
- Power Platform Development (Apps, Automate, BI)
- Business Process Automation
- Data Analysis & Visualization
Career Journey
Contact Center Manager
2022 - Present
Genpact Malaysia
Leadership & Automation Integration
- Manage team of 40+ contact center agents and supervisors
- Built and implemented Power Apps eLeave system (70% faster approvals)
- Developed real-time Power BI dashboards for quality & performance metrics
Technical & Process Innovation
- Reduce training time from 100 days to 30 days
- Redesign pre-training courses which resolve low traning throughput to above 80%
- Design digital flow ai to help increase agent's efficiency to reach AHT below 7 mins
Training & Quality Supervisor
2019 - 2022
Teleperformance Malaysia
Customer Support Agent → Technical Mentor and Escalation Specialist
2016 - 2020
Convergys Malaysia (Now - Concentrix Malaysia)
Started in frontline customer services, developed deep understanding of technical troubleshooting and move over to technical supports. Progressed to Technical Mentor and Escalation Specialist roles where I guiding new hires / CS team on basic and shortcuts on common tech issues troubleshooting.
Technical Stack
Power Platform
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Power Apps (Canvas & Model-driven)
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Power Automate (Cloud & Desktop)
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Power BI & DAX
Data & Analysis
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Excel (Advanced Formulas, Pivot)
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Python
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SharePoint Lists
Operations & Leadership
- Team Management (40+ agents)
- Process Optimization & SOPs
- Quality Assurance Frameworks
- Training & Development Programs
- KPI Dashboard Design
- Budget & Resource Planning
Interested in Working Together?
I'm open to leadership roles in operations/digital transformation, consulting projects, or speaking engagements about Power Platform and automation.