DWI SURYA

Experience

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  Archipelago International Hotels, Resorts & Residences

  Jan 2015 - Jan 2016

  Front Desk Receptionist

  SUMMARYResponsible for providing a friendly, welcoming and efficient service to all hotel guests, in line with the hotel’s vision and values on customer satisfaction. The main purposes of the hotel reception area’s staff are to respond courteously to guests’ requests, play a part in the general running of the reception desk and help the General Manager to maintain a smooth room bookings service.Main Tasks and Responsibilities To undertake front of house duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience. To build a good rapport with all guests and resolve any complaints/issues quickly to maintain high quality customer service. To deal with guest requests to ensure a comfortable and pleasant stay. To assist in dealing with customer complaints in an effective and courteous manner, providing or seeking solutions as quickly as possible. To be responsible for accurate and efficient accounts and guest billing processes. To assist in keeping the hotel reception area clean and tidy at all times. To undertake general office duties, including correspondence, emails, filing and switchboard, to ensure the smooth running of the reception area. To administer all routes of reservations to ensure that room bookings are made and recorded accurately. To ensure that all reservations and cancellations are processed efficiently. To keep up to date with room prices and special offers to provide accurate information to guests. To report any maintenance, breakage or cleanliness problems to the relevant manager. To administer the general petty cash system and float in an accurate manner. To undertake all training as required (eg, first aid, health and safety, customer service). To adhere to all fire safety test procedures and to assist in the evacuation process in the event of fire. To undertake any other ad-hoc duties (bar and restaurant work) relevant to the post, as and when required. Exibir menos

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  RedDoorz

  Nov 2016 - Jan 2021

  1. Helping HR to be the touch persons of employee input and complaints.2. Maintaining employee engagement through events initiatives.3. Become the marketing of the company to be well known externally, to support building a good reputation, and to gain more credible candidates to join the company.4. Planning and executing employee engagement plans.5. Helping the regional team to give input on the upcoming event from the Indonesia POV.6. In the future, helping with employee journey, KPI set up and analysing employee needs. Exibir menos 1. Manage the day-to-day performance of the Contact Centre Operations to deliver a best-in-class service, meeting or exceeding all KPIs and within budget.2. Lead, inspire and co-ordinate the contact centre management team at all levels to create motivated and engaged colleagues.3. Responsible for the end-to-end customer contact processes and their associated customer experience.4. Responsible for the recruitment, training, induction and coaching strategy across the CS team.5. Enhance the quality of customer interactions, ensuring quality assurance, compliance, regulatory and legal obligations are met across all interactions.6. Maintaining attrition rate below 2% annually.7. Creating and suggesting KPI flowing the OKR given by the company.8. Maintaining, communicating and starting the integration of the ticketing system.9. Maintaining, communicating and starting the integration of the softphone system.10. Suggesting and approving CS layout station.11. Budgeting variable expenses and CAPEX within the Customer Care Department.12. Calculating head count and annual plan annually. Exibir menos Main Tasks and ResponsibilitiesTo undertake allotment duties, that is closing room allocation, opening room allocation, and handling overbooking cases, then solve it to ensure a better customer experience. To build a good rapport with all partners/properties and resolve any complaints/issues quickly that come from the rooms allotment field to maintain high-quality customer service. To deal with partners/properties requests of closeout. To assist in dealing with overbooking cases in an effective and courteous manner, providing or seeking solutions as quickly as possible. To be responsible for accurate and efficient close or open allotment processes. To undertake general office duties, including correspondence, emails, and calling customers to ensure the smooth running of the customer service, allotment, and reservation area. To administer all routes of reservations to ensure that room bookings are made and recorded accurately. To keep up to date with room allotments and closeout requests with its reason of being close.To report any maintenance, breakage, or cleanliness problems that make the rooms close to the relevant manager.To ensure no-show reservation from pay at the hotel payment method. Exibir menos Main Tasks and ResponsibilitiesTo undertake customer service and reservation duties, that is handling complaints, information, and request from multi-channel such as incoming and outgoing calls, e-mails, and chats, process reservations manually, escalate tickets to be solved, and tele-survey. To build a good rapport with all customers and partners/properties to maintain high-quality customer service. To be responsible for accurate and efficient communication to customers and partners/properties as a bridge for the company.To undertake NPS calling customers to ensure the smooth running of the service given. To report any maintenance, breakage, or cleanliness problems that make the rooms close to the relevant manager.To ensure no-show reservation from pay at the hotel payment method. Exibir menos

  • People Development Specialist

    Mar 2021 - Jan 2021

  • Head of Customer Service and Reservation Vietnam

    Jan 2018 - Jan 2021

  • Supervisor Training and Quality Assurance for E-mail and Chat

    Jan 2017 - Jul 2018

  • Customer Relationship Management Executive

    Jun 2017 - Jul 2017

  • Allotment Specialist

    Jan 2017 - Jan 2017

  • Customer Service and Reservation

    Nov 2016 - Jan 2016
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  BukuWarung

  Jan 2021 - now

  Customer Care Manager

  1. Monitoring Quantity performance:- Monitoring SL Achievement- Floor Monitoring- Coordinate with related department2. Reporting.3. Coaching team.4. Monitoring all inquiries that came to CS was being handled and followed up properly.5. Evaluate the quality of agents based on KPI.6. Creating KPIs that align with company OKR and agents' responsibility.7. Creating a schedule for agents.8. Following up and maintaining good communication with the banks and their partners to follow up on complaints.9. User UAT for product/feature release.10. Keeping the attrition rate low.11. Creating employee journeys for the development of employee careers. Exibir menos