Irwan Syam

Experience

• 

  PT.PLS Bahari

  Sept 2009 - Oct 2012

  Import Clerk

   Coordinated with clients and shippers to ensure continuity with shipping details. Maintained an effective data management system to track all shipments and deliveries. Addressed any issues with late or missing shipments or expected deliveries. Checked the accuracy of invoices from customers brokers. Prepared all required customs and air freight documentation. Registered packages with government agencies when required. Maintained ongoing communications with clients

• 

  KAHA GROUP

  Oct 2012 - Jul 2013

  Customer Service Coordinator

   Managed a team of representatives and provided coaching and feedback along with performance reviews. Took acre of customer escalations and provided solutions. Communicate performance expectations to employees. Assisted in new hire training. Provided guidance, instruction, direction and leadership to the team. Provided feedback to team members to help achieve desired results. Provided customer service throughout the call center

• 

  The Centro Hotel

  Sept 2014 - Sept 2015

  Front Desk Receptionist

   Responsible for the end of day audit reports, daily paperwork, cash flow, and customer satisfaction. Responsible for maintenance issues to be forwarded to an appropriate person for a fast response. Booked reservations for incoming guests and groups. Personal interacted with incoming and outgoing guests to ensure complete satisfaction. Responsible for checking in all guests after standard business hours, answering any questions, and ensuring comfort for all guests Organized office facilities. Checked Guest in whether they are walking in or have a reservation Count register and safe to make sure all the currency is correct. Show less

• 

  RedDoorz

  Aug 2016 - Apr 2024

  Customer Service Supervisor

  Supervised a team of 10 customer service representatives, provide training and guidance to ensure customer satisfaction and quality service  Developed and implemented customer service policies and procedures to improve customer service quality and efficiency Monitored customer service metrics to identify the areas of improvement and ensure customer service goal were met Maintaining average SCR (Service Call Ratio) up to 92% last year Maintaining CSAT (Customer Service Satisfaction) ratio 100% on last year Show less