Experience

• 

  3m indonesia

  Nov 1995 - Apr 1998

  Import department

  As admin to prepare Import paperwork to release import shipment using other broker agent• Using a variety of software packages to produce correspondence and documents and maintain presentations, spreadsheets and databases• Devising and maintaining office systems• Using content management systems to maintain and update websites and internal database• Arranging meetings, taking minutes and keeping notes• Invoicing• Liaising with members of staff in other departments or external contacts• Organizing and storing paperwork, documents and computer based on information• Arranging both in house and external events• Distributing incoming package to Logistic and Sales team• Filling Show less

• 

  Ups cardig international

  Aug 1998 - Jul 2011

  Job Summary :Responsible to ensure that customer service department service level are met through supervising, training and subordinates.Job Duties :Customer Service • Ensure department service of level are met• Monitor and review complaints responses• Monitor and review export tracer responses• Ensure that customer’s requests are satisfactorily metTraining and Development • Train and coach Customer Service staff on their respective work procedure• Conduct on job supervision for CSC• Source and recommended relevant professional training courses in Customer Service• Interview and Review new hires development progress using the CSC – on job training checklistPeople• Ensure that all customer service personnel are effectively utilized• Work closely with HR and interview all Customer Service prospect to ensure quality selection and job fit.• Plan, justify, and ensure adequate manning for Customer Service• Ensure all customer service personnel adhere to company policiesCommunication • Conduct regular meetings to review customer service activities• Conduct TLA sessions at least once a year with all customer service personnel• Plan and appropriate for telecommunication facility requirements e.g telephone, fax, IMReport • Ensure that customer service WOR is completed.• Ensure that relevant service measurement reports are completed timely and accurately.Supervision • Identify and record any non-conformance’s and initiate action to prevent inaccuracy • Monitor and check that methods and procedure implemented runs smoothly • Supervise account payable, general ledger, purchasing, treasury, and social project• Responsible for providing training and development activities for the staff in APGL section Tax and Audit• Organize the year and audit review for external auditing • Prepare statistical reports, financial audit reports and corporate taxes Show less • Assist supervisor in ensuring department goals are met.• Recommended solution and service recovery to service concerns/problems.• Responsible in up keeping daily manning in customer service.• Ensure high service level when responding customer’s inquiries.• Capable of handling and providing solutions to customer’s complaints timely and accurately.• Able to coordinate with relevant department (e.g. center, export, import, etc) effectively.• Assist supervisor in training and development of CSC staff• Assist supervisor in handling objectives for the department any service related issues/complaints• Able to conduct regular meetings and discussions that could achieve departments goal and objective• Assist Supervisor in maintaining department procedures• Assist to lead the CSC groups in day to day CSC operations• Assist to lead the CSC groups in the absence of the Supervisor• Compile daily statistic reports• Prepare and submit daily WOR report to region • Prepare and submit weekly ACD Performance report to region• Prepare and submit weekly Outage report to region• Assist in handling daily CSC operational needs• And any other duties assigned from time to time Show less Concern Resolution Group (CRG)• Handle import inquiries, tracing import shipments exception, raised international complaint, prepare daily pick up complaint, prepare billing adjustment and look up surcharge daily report.• Identify and record complaints on service issues• Update and reply customers request which come to CC email address• Recommend solutions to service concerns/problems to higher authority• Assist to register UPS Technology Initiative into UPS SystemCustomer Service Representative• Understand UPS service, product, system and procedure• Handle incoming calls for pick up, track and trace, complaints, claims, service guarantee, price quotation, service information, export shipments exception and other enquiries in professional manner• Update the pick up arrangement, UPS supply request and tracking follow up• Identify and record complaints on service issues• Recommend solutions to service concerns to management• And any other duties assigned from time to timeAwards:• Achievement handle all CSC operation during Supervisor assigned at Thailand for 4 months Show less

  • Head of Customer Service

    Mar 2009 - Jul 2011

  • Customer Service Team Lead

    Oct 2007 - Feb 2009

  • Customer Service Representative

    Aug 1998 - Sept 2007
• 

  Tnt

  Jul 2011 - Oct 2018

  Objective / Purpose :- To consistently exceed our customers’ expectations and operational standards for delivered on time performance at an optimized cost and zero tolerance in respect to loss and damage. - To manage the functions/processes through implementing the agreed business plan within the agreed budget and through excellent people management practices, resulting in improved service and productivity, financial and people results.Key Activities / Accountabilities :- Linehaul Suppliers Management- Process Management & Implementation : to deploy and monitor Operations processes policies and procedures in order to ensure the consistency, efficiency and quality of internal and external customer experiences. - People Management : to lead, motivate and empower staff, through effective and open communication, excellent leadership, regular performance feedback and team building, in order to maximize customer satisfaction, business results, employees’ satisfaction and team productivity.Resource Management- To effectively plan human, subcontracted and facilities/equipment resources to meet and exceed internal and external service levels at all times, and to provide excellent service to customers.Financial Management- To manage the line haul Operations budget in line with Value Based Management principles in order to create value to the business and shareholders from the Operations organisation.Customer satisfaction and retention- To establish a customer-focussed culture by implementing and managing initiatives and tools that aim to achieve customer satisfaction, loyalty and retention.CSR and Health & Safety- Comply with the company's corporate social responsibility, health, safety and environmental standards and responsibilities as identified within TNT Express management systems and directly support line management in effectively implementing these management systems Show less Key accountabilities :To lead, motivate and empower the staff through effective & open communication, excellent leadership, regular performance feedback and team building in order to maximise customer satisfaction, employee satisfaction and team productivity.Customer Relationship ManagementTo build, grow and maintain an excellent relationship with the Global and Major Account customers in order to foster customer satisfaction, loyalty and advocacy. This is done by pro-actively taking actions aimed at getting to know these customers, as well as their needs and wishes related to doing business with TNT.Customer Experience• Contribute to the roll out of actions aimed at embedding the regional strategy and tactics in the area of Customer Experience. • At any time and any where perform the activities and display the behaviours that are designed to deliver a distinctive Customer Experience. These activities and behaviours are highlighted in the "Delighting Customers" core competency and in any additional Customer Experience behavioural guideline applicable to the role.• Through coaching and monitoring encourage and improve employee adherence to these activities and behaviours. Show less

  • Linehaul Manager

    Aug 2015 - Oct 2018

  • Customer Service Major Account Supervisor

    Jul 2011 - Aug 2015
• 

  Pt fedex international

  Oct 2018 - now

  Operations manager

  Objective To consistently exceed our customers’ expectations and operational standards for delivered on time performance at an optimised cost and zero tolerance in respect to loss and damage.Manage the Clearance Team by providing them the framework to facilitate the implementation of the agreed operations business plan, within the agreed budget and through excellent people management practices, resulting in improved service, productivity, financial, people and customer results. Maximizing low and peak hour’s productivityKey accountabilities :- Delivering on-time and in perfect condition- Service Quality Import- Cost Management- Project Work- Customer satisfaction and retention- People Management- Effective communication- Coaching and Performance Management Show less