Chalify Ardiawan

Experience

• 

  DHL Express

  Jul 2013 - Sept 2022

  Assist the Customs Clearance manager to implement and supervise the work procedures to ensure compliance to the standard clearance processes and standards of corrective actions as needed to achieve the clearance performance goals set by local managementMaintaining good relations and communication with local custom Comply with policies, regulations and procedures that have been spelt out by Customs and other government agencies Supervise duty and tax payments and ensure that adequate controls are in place to monitor these disbursements to prevent abuseJoin visits with commercial to in order to socialize clearance procedure or policies Managing Custom Clearance hotline with average 150 calls/day عرض أقل Key Account Team that exclusively handle National, Multinational and Global Company Customer with revenue more than 10.000 EUR per month by giving proactive monitoring, reporting and customize services.Managing and assist in day to day activities and team management (16staff) with regular monthly coaching and quality monitoringSupport all key account functions in terms of complaint and claim handling, problem solving and other contractually agreed services communicated by the relevant Sales staff in order to develop a continuing business partnershipWork with commercial department for account acquisition, performance review and exploration of new business and execute project to gain revenue opportunityCo-ordinate and liaise with key personnel in other functional areas, Regional Offices, Overseas DHL offices, GCC or within the DHL network to ensure effective delivery of Key Account customer servicesJoin visits with commercial to handle escalated issues or service recovery and customized requests of shipment processes Use data to prepare trend analysis and identify repeated shipment incident and root causes to propose process improvementsReview and Manage Key Account customer’s services that include global, multinational and national company with revenue >10.000 EUR/per month.Channeling customer’s feedback to management or relevant departments for service improvement.Planning with Customer Service Director and execute people development, productivity & efficiencies and motivational program project for CS department and improving project management skillsAs Training Facilitators jointly develop and co-ordinate training sessions using CIS (Certified International Specialist Curriculum). عرض أقل Service Recovery team that handle shipment incident, complaint and claim, with average 70 traces/day that need to resolve within 3 days.Assist the Customer Care Manager to continuously review rostering of CS Advisors (Tracing) to ensure optimal resource utilization, enhanced productivity and the most cost effective and efficient service levels for current and future customer needs.Support Customer Care executives (11 staff/team), evaluate customers’ complaints and ensure that they are dealt with expeditiously and satisfactorilyRoot cause Analyzing for service failure or performances and planning with manager to execute program or project for CS departmentWork with the Customer Care manager to communicate and implement the approved procedures for handling and resolving service recovery based on Global Standard Operating Platform and all approved DHL policy and thereafter ensure compliance by trace staff via Quality Audit.Collaborate with Ground operations or any departments in country or regional level to develop new or enhance procedure.Handle customer’s escalated cases from advisors and communicate with customers about issues on Trace resolution. عرض أقل Medium scale call center with total 75 staff (15 staff/each supervisor) with service level target 90% and 1% abandon call with average 6000-7000 calls/daySupport the Customer Contact Centre Manager in leading and managing a team of Customer Service Advisors in the Customer Contact CentreEnsure optimal resource utilization, enhanced productivity and the most cost-effective for current and future customer needs.Regular coaching and analyzing customer service quality as part of theirdevelopment and to improve customer satisfactionIdentify and promote areas with potential for revenue generation to crosssell,upsell services including value added services.Work closely with the IT functional department to leverage technology to automate front line contact center processes as well as formulate back upplans in times of outage.Liaise closely with Ground Operations and Gateway staff to resolve andprevent recurrence of problems encountered by customers.Planning with Contact Center Manager and execute project for contact center related quality, efficiency and productivity. عرض أقل Handle 70-90 traces per day to solving incident shipmentProvide quality and professional track and trace services to all parties, particularly customers and the DHL network, aimed at resolving service problems to achieve and exceed defined performance standards for traces and customer service.Provide full tracing services for customers by investigating shipment incidents involving undelivered, returned, misrouted, delayed, lost damaged shipments etc.Negotiate and dealing with customer about shipment service incident Handling some of customer complaint Communicate with DHL Network around the world for shipment tracing purpose عرض أقل

  • Custom Clearance Supervisor

    Jan 2022 - Sept 2022

  • Key Account Executive Supervisor

    Oct 2019 - Dec 2021

  • Customer Care & Service Recovery Supervisor

    Sept 2018 - Oct 2019

  • Contact Center Supervisor

    Sept 2016 - Sept 2018

  • Tracing Advisor

    Jul 2015 - Aug 2016

  • Customer Service Advisor

    Jul 2013 - Jun 2015
• 

  GEODIS

  Sept 2022 - now

  Head of Customer Care

  Design and Establish Customer Service Environments at Geodis Indonesia* Lead and drive customer satisfaction by providing best in class standards with a view towards establishing and maintaining a competitive advantage.* Drive efficiency organization without sacrificing customers satisfaction* Ensure customer satisfaction and excellence in service delivery by ensuring KPI’s are met and delivered (internal & external) for the responsibility areas* Interact with external customers in a professional manner for effective service recovery and/or pay visits where Service Recovery actions are deemed essential as an extension of customer care* Assist CS supervisors/coordinator or customer care advisors to handle difficult and complicated claim issues, complaints that require consultation with solicitors or cases involving legal proceedings. (Assist them to handle issues as a consulting person not as a person who helps the supervisor manager)* Design the approved Service Recovery system empowerment model in the customer service department that will facilitate speedy resolution of service failures, customer complaints and other issues.* Manage and analyze GEODIS Customer Survey (GCS, NPS, Customer Satisfaction and Sales Attributes) delivering customer feedback to internal and optimizing customers respond and participation. * Collaborate with Regional, cross functional and teams to support revenue generating activities service excellence initiatives eg campaigns, new promotions, products and services for roll-out in the country* Collaborate and co-ordinate with relevant staff within the GEODIS Network to ensure the customer request and service recovery resolution are solved effectively.* Work with Finance Department on service recovery or claim cases involving financial settlement. * Work with sales department for implementation new account, performance review and exploration of new business عرض أقل