Experience

PT Satria Antaran Prima Tbk. ("SAP Express")

• Indonesia
• Transportation, Logistics and Storage
• 400 - 500 Employee

• Administration

  • Mar 2022 - Present



Schenck Process Indonesia

• Jakarta, Jakarta, Indonesia

• Customer Service Administrator

  • Jan 2020 - Sep 2021

  1. Strengthened operational efficiencies by developing organisational filing systems for confidential customer records. 2. Resolved customer questions, issues and complaints efficiently to reach mutually beneficial solutions. 3. Reconciled documentation discrepancies, ensuring correct reporting to senior leadership. 4. Improved service quality and increased sales by developing strong knowledge of company's products and services. 5. Arranged follow-up appointments with appropriate service professionals. 6. Effectively communicated with team members to maintain clearly defined expectations. 7. Filled out daily logs and created weekly reports detailing activities. 8. Answered customer requests with friendly, knowledgeable service and support. 9. Monitored daily activities of customers support teams. 10. Increased positive customer experiences by successfully resolving conflicts. 11. Delivered exceptional customer service to grow business, resolve issues and maximise customer experience. 12. Managed day-to-day operations for 22 -member team. 13. Generated and distributed daily reports and order acknowledgements to appropriate personnel. 14. Proactively identified and solved complex problems impacting operations management and business direction. 15. Collected, monitored and evaluated customer requirements to achieve desired delivery time. Show less



Schenck Process

• Germany
• Industrial Machinery Manufacturing
• 700 & Above Employee

• Customer Service Administrator

  • Jan 2020 - Sep 2021



TNT Express Indonesia

• Jakarta, Jakarta, Indonesia

• Customer Service Executive

  • Sep 2011 - Dec 2019

  1. Handled customer billing errors, researching issues in system and working to resolve problems and inconsistencies. 2. Coordinated and conducted staff training on new policies, procedures, company developments and regulations. 3. Closely monitored and oversaw customer service processes, detecting improvements required to enhance customer satisfaction. 4. Enabled customers to find answers by providing extensive details on system navigation. 5. Managed all complex complaints, issues and problems to maintain customer satisfaction. 6. Developed phone scripts for staff to follow based on all plausible scenarios to improve customer service. 7. Maintained excellent customer satisfaction by delivering high-quality customer service and dealing with all matters appropriately. 8. Followed company regulations, policies and processes. 9. Maintained excellent customer satisfaction by offering friendly, helpful and informative customer service. 10. Communicated with customers in a variety of formats, such as phone calls, online chats and emails. 11. Attended training to keep up to date on company's best practices, procedures and regulations. 12. Answered and dealt with customer questions per day regarding availability and pricing. 13. Ensured communication targets were met by staying organised throughout service and closely monitoring operations. 14. Dealt with complex complaints and angry customers professionally and politely, resolving issues with favourable solutions. 15. Maintained excellent team relationships by helping others during complicated or difficult customer calls. Show less



Soe Makmur Utama

• North Jakarta, Jakarta, Indonesia

• Front Desk Receptionist

  • Feb 2011 - Sep 2011

  1. Welcomed guests and clients in friendly, positive manner. 2. Processed and distributed incoming correspondence to relevant staff, facilitating team communication. 3. Organised and updated weekly schedules and monthly calendar obligations for various levels of management and junior staff. 4. Answered and directed incoming calls to relevant staff members using multi-line telephone system. 5. Coordinated travel arrangements and itineraries for staff trips, conferences and meetings. 6. Operated multi-line telephone system to take messages, give information and direct callers. 7. Cleaned reception area regularly to maintain professional appearance. 8. Greeted arriving guests and personally escorted to offices or meeting spaces. 9. Helped source vendors for office supplies or service needs. 10. Carried out basic day-to-day administrative tasks to support staff needs. 11. Received and dispersed incoming mail and correspondence, shipping outgoing items daily. Show less



Telkom Indonesia

• Indonesia
• Telecommunications
• 700 & Above Employee

• Customer Service Agent

  • Feb 2008 - Feb 2011

  1. Processed orders on online system with accuracy. 2. Recorded and processed call information, helping to strengthen quality of customer data. 3. Resolved customer queries over the phone and by email. 4. Addressed customer service enquiries quickly and accurately. 5. Input customer information, call notes and personal data onto internal database. 1. Processed orders on online system with accuracy. 2. Recorded and processed call information, helping to strengthen quality of customer data. 3. Resolved customer queries over the phone and by email. 4. Addressed customer service enquiries quickly and accurately. 5. Input customer information, call notes and personal data onto internal database.



Oxford Course Indonesia

• Indonesia
• Education Management
• 1 - 100 Employee

• English Teacher

  • Feb 2006 - Feb 2008

  1. Managed pupil behaviour, applying appropriate and effective measures in cases of misbehaviour. 2. Developed constructive feedback on homework to drive attainment. 3. Evaluated students' comprehension of lessons through relevant test questions. 1. Managed pupil behaviour, applying appropriate and effective measures in cases of misbehaviour. 2. Developed constructive feedback on homework to drive attainment. 3. Evaluated students' comprehension of lessons through relevant test questions.