Andrew Marshandy

Experience

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  PT. Intelindo Teknologi Indonesia

  Jan 2016 - Apr 2016

  IT Network Support Intern

  • Install and configure computer hardware operating systems and applications• Troubleshoot system and network problems, diagnosing and solving hardware or software faults• Setting up, developing and maintaining computer networks within or between an organisation

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  ZEN Rooms

  Dec 2017 - Dec 2018

  Customer Relationship Associate

  • Working in an international environment with various departments across Southeast Asia • Reservation management for properties in Southeast Asia (Singapore, Indonesia, Thailand, Malaysia and Philippines.)• Processing/solving customer and partner inquiries• Management of inbound and outbound telephone calls, emails, and chats (60% - international customer/partner).• Identifying new opportunities to improve the way the job is performed• Stock control and inventory management• Delivering the best customer experience Show less

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  Nordic Solutions (Asia) Pte Ltd

  Jan 2020 - Nov 2020

  Business Development & Tech Recruiter

  • Successfully built and managed the IT Helpdesk and Customer Relationship teams for the Stay Home Notice Singapore Project (Covid-19), ensuring seamless support and customer satisfaction.• Researched and recommended prospects for new business opportunities.• Identified sales leads, pitched goods or services to new clients, and maintained a good working relationship with new contacts.• Attended conferences, meetings, and industry events to stay informed about industry trends and potential business opportunities.• Analyzed customer feedback data to determine satisfaction with company products and services, implementing improvements as needed.• Organized business meetings for CEO and partners to discuss strategic initiatives and project progress.• Managed the recruitment process for both staff and managerial positions, ensuring a qualified and effective team.• Oversaw goods and services procurements, ensuring cost-effectiveness and adherence to quality standards. Show less

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  Shimano

  Nov 2020 - Aug 2021

  Business Process Analyst

  • Led and managed projects in Recruitment, Quality Control, Finance, Purchasing, Administration, and Warehouse for Shimano Bike, ensuring timely completion within budget and scope.• Interacted with all levels of management to document existing processes, manage and analyze data, and recommend enhanced business processes.• Designed and integrated business process solutions across departments to facilitate continuous improvement, streamline processes, increase efficiency, and enhance quality.• Supported implementation activities using change management approaches, collaborating with staff and senior leadership to achieve project objectives.• Identified opportunities for improving work processes, enhancing service quality and productivity, and communicated these opportunities to Operations department leadership.• Conducted surveys and analyzed best practices for techniques and processes, supporting pilot projects and internal case studies to trial usage improvement methods or approaches.• Coached other teams on the use of moderately complex re-engineering techniques to improve process performance and product quality. Show less

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  Water Warrior Aquatics

  Jun 2021 - Jun 2023

  Business Development Manager

  • Achieved the #1 ranking in the ornamental fish category on e-commerce platforms in Batam/Riau Islands.• Managed to close deals generating 5 times the regular revenue in a campaign.• Drove sales of ornamental fish, accessories, and live feed, including consultation and aquarium services, especially filtration.• Effectively increased online sales to nearby islands and cities in Indonesia, also catered to occasional in-person customers from Singapore and Malaysia.• Managed promotional ads on Instagram.• Built and maintained long-lasting relationships with key customer accounts.• Developed strong relationships with local and domestic fish breeders.• Handled end-to-end shipping logistics, including airport cargo coordination and fish quarantine licenses.• Crafted customized aquariums, filtration systems, and decorations for esteemed customers.• Implemented and managed fish breeding programs for fish fries.• Managed fish displays in-store for an enhanced visual experience.• Tended to customer sick fish, ensuring happy and satisfied customers.• Established and nurtured a community around the business.• Proactively conducted cold calls and sent offers to potential buyers. Show less

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  Alpha Iota BPO

  Feb 2023 - now

  Quality Assurance Analyst

  • Developed and implemented innovative quality assurance processes that enhanced operational efficiency in customer service.• Evaluated chat interactions for customer service agents in Indonesia, Malaysia, and Singapore, ensuring adherence to quality standards.• Managed, coached, and developed the customer service team, resulting in performance improvement from 10% to an average of 98%.• Conducted daily quality checks on live chats, providing targeted coaching and constructive feedback to enhance team performance.• Ensured customer service interactions aligned with quality standards, company policies, and procedures.• Implemented mystery shopping initiatives to identify weaknesses in customer service agents, fostering a culture of excellence.• Compiled and presented comprehensive data reports on customer service performance, providing insights for strategic decision-making.• Collaborated with cross-functional teams to maintain consistent customer service standards across all channels and platforms.• Assisted with videography, department events, and engagement activities, promoting team cohesion.• Contributed to the chatbot project by creating flowcharts to navigate different scenarios, enhancing automated customer interaction. Show less