2014 - now
Service Delivery Manager
Building and maintaining internal and external relationships and services.
Manage all Indonesia staff across multiple locations.
Implement staff training, documentation, orientation and review processes.
Mitigating and solving escalations with urgency and determination (Top-Down and Bottom-Up Escalation).
Mediate and Resolve issues raised between Indonesia and Australia staff.
Implement Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
Decide on service level agreements both operationally and for contracted services.
Reporting on process improvements, team performance and agreed service levels
Ensuring that quality of services/tasks/products produced by Indonesian Staff are delivered with regard to the agreed SLA
2013 - 2014
Customer Service Manager
People Management - Motive and manage the customer support staff. Grow team members abilities through effectiveness coaching and support
Customer Service Management - Improve efficiencies in tools, training, processes, reporting and employee engagement techniques. Facilitate customer resolution for escalated tickets before they reach the General Manager.
Reporting and measurement - Provide support outcome reports and recommend changes along with weekly stats for all team members.
Implement Staff Troubleshoot System - A system that helps staff troubleshoot client issues.
Staff Output Management - Provide analytics and feedback around the output of staff for client. Recommendations on how they can manage staff better.
PT. Berca Cakra Teknologi
2009 - 2013
Service Center Leader
Supervise the implementation of operation plan in Service Center to be in line with SOP so as to achieve the agreed level of SLA and CSI.
Follow up & provide the proposed recommendation to superior for decision making process on each customer complaint in order to ensure the achievement of SLA and CSI
Coordinate & monitor service operation team (front desk, spare part warehouse and engineer) in order to provide excellence service & to achieve level of SLA and CSI
Execute program in Service Operation function of CSI, i.e. queuing system, uniform/groom, officer development program, good environment, 5S, etc., in order to increase level of Customer Satisfaction Index (CSI)
Set up internal meeting for Service Operation team which related to Operation of Service Center in order to achieve high performance of Service Center Team.
Provide weekly report which including on case quantity (closed and waiting collection, repetitive case ), customer trend, SLA, pending status, spare part warehouse & engineer team performance to be submitted to Superior