Susan Halim
Solution Delivery Specialist at Amadeus IT Pacific- Claim this Profile
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Indonesian Native or bilingual proficiency
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English Native or bilingual proficiency
Topline Score
Bio
Credentials
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Agile at Work: Building Your Agile Team
LinkedInAug, 2021- Oct, 2024 -
Comparing Agile versus Waterfall Project Management
LinkedInAug, 2021- Oct, 2024 -
Creating Positive Conversations with Challenging Customers
LinkedInFeb, 2021- Oct, 2024 -
De-Escalating Intense Situations
LinkedInFeb, 2021- Oct, 2024 -
Writing in Plain Language
LinkedInFeb, 2021- Oct, 2024 -
Communication Foundations
LinkedInJan, 2021- Oct, 2024 -
Effective Listening
LinkedInJan, 2021- Oct, 2024
Experience
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Amadeus IT Pacific
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Australia
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IT Services and IT Consulting
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100 - 200 Employee
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Solution Delivery Specialist
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Jul 2021 - Present
Airline IT Implementation
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Implementation Support
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Nov 2020 - Jun 2021
Standalone Projects - PNRGOV to Customs Implementation on PNR Push Data from Airlines to Customs/Passenger Information Unit
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Airline IT Customer Support Expert
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May 2012 - Oct 2020
Support for Global Airlines Customers for Amadeus Products in Reservation, Ticketing and Inventory including Functionality and Technical support. Managing Customer and become the first point of contact for Premium Customer for reporting issue and assisting them with their request in getting the best and faster resolution. Working together with Service Deliver Manager to provide Premium Customer with support to fulfill their Business Objectives and also to make sure their Business Operations run smoothly.
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Air France
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France
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Airlines and Aviation
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700 & Above Employee
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Team Leader
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Apr 2008 - May 2012
Worldwide number one Air France Contact Centre for Customer Satisfaction.Servicing both Air France-KLM Customers within Asia Pacific Regions covering Indonesia, Malaysia, Philippines, Thailand, Singapore, Korea, Japan, New Zealand and Australia.Responsibilities include:• Managing and monitoring team performance on daily basis• Give training to sales agents in handling and resolve complicated cases and/or difficult customers.• Assisting in finding solution and decision making for complex cases in fares and ticketing matters i.e. Change/rerouting/upgrade and also couching sales agents and/or take over escalate calls• Updating in regular basis the markets information such as fare promotions, product updates, or ticketing procedures• Generate both daily and monthly sales report for a team supervisor• In contact with airport office staff to ensure smooth service and delivers customer satisfaction• Liaise with Air France – KLM delegation offices in relation to products, procedure and other concerns
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Sales and Service Agent
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Aug 2006 - Mar 2008
Worldwide number one Air France Contact Centre for Customer Satisfaction.Servicing both Air France-KLM Customers within Asia Pacific Regions covering Indonesia, Malaysia, Philippines, Thailand, Singapore, Korea, Japan, New Zealand and AustraliaResponsibilities include:• Assist the customers over the phone mainly on reservation matters i.e. creating reservation, flight date change, products enquiries and ticketing matters• Follow up special requests and update the customer with the outcome i.e. special seat, meal and other assistance requests• Ensure sales target to be achieved and exceeded by giving courtesy follow up call to the customers
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Progress Study Consultancy
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Education Administration Programs
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1 - 100 Employee
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Education and Migration Consultant
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Jan 2005 - Jul 2006
Responsibilities include: • Assist with clients enquiry regarding education and migration • Provide suggestion and best solution to meet client interest on their study • Correspondence with clients and people from the colleges/universities • Follow up client’s applications to make sure it submitted properly • Managing clients’ databases, filling and compiling documents, word processing • Preparing accounts such as invoicing, accounts receivable and accounts payable Responsibilities include: • Assist with clients enquiry regarding education and migration • Provide suggestion and best solution to meet client interest on their study • Correspondence with clients and people from the colleges/universities • Follow up client’s applications to make sure it submitted properly • Managing clients’ databases, filling and compiling documents, word processing • Preparing accounts such as invoicing, accounts receivable and accounts payable
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Education
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2003 - 2004
CQUniversity
Master's degree, Accounting -
2000 - 2002
RMIT University
Bachelor, Marketing
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