Hi, I’m
Irma Intan Muslihah. Amd
Depok
Summary
Efficient Customer Service Coordinator focused on resolving customer concerns quickly to maximize satisfaction. Well-versed in operational standards and best practices in automotive industry. Hardworking, disciplined and reliable manager with demonstrated record of success.
History of increasing customer satisfaction and driving improvements to service quality. Proficient in Inquiry System.
Customer-focused professional with track record of success in responding to customers' needs in accordance with procedures.
Effective trainer and team leader with 10 years' experience in automotive environments dedicated to customer service. Superior skills in communication, organization and prioritization. Desiring to apply abilities and solid Automotive Industry background to pursue a new position as a Customer Service Coordinator.
Successful Customer Service Coordinator with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
Focused Customer Service Manager offering 10 years of combined experience in sales management, office administration and customer service. Proven success in developing high-performance teams and streamlining day-to-day office activities. Well-versed in accounting functions with proficiency in QuickBooks.
Overview
13
years of professional experience
1
Certification
Work History
AUTO2000 - TSO Astra Internationaleast jakarta
Customer Service Coordinator
12.2006 - 06.2016
Job overview
- Resolved concerns with products or services to help with retention and drive sales.
- Devised and deployed successful approaches to retain customers and boost brand loyalty.
- Spearheaded training initiatives to keep all customer service team members operating consistently with strong call management abilities.
- Monitored and reported on trends in customer interaction to evaluate processes and capitalize on improvement opportunities.
- Set benchmarks for customer service employees and monitored progress against targets.
- Created customer profiles by answering questions and providing tailored experiences based on interests and agendas.
- Conferred with sales team members to evaluate processes and improve integration of after-sales assistance.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Reviewed submitted documents to check compliance and enforce recordkeeping policies.
- Responded to customer needs through competent customer service and prompt problem-solving.
PT. WOM Financewest java
Custody Staff
12.2003 - 12.2006
Job overview
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Developed and implemented performance improvement strategies and plans to promote continuous improvement.
- Served customers and followed outlined steps of service.
- Created spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
Education
Bogor Institute of Agriculture (IPB)Bogor, West Java
Diploma 3 from Veterinary Medicine (Pre-Veterinarian)
06.2003
Skills
- Handling Customer Complaints
- Staff Development and Training
- Verbal and Written Communication
- Research and Analysis about inquiry and complain every week
- Honesty and Integrity
- Microsoft Office
- Administration and Operations
- Documentation and Recordkeeping
- Meeting Coordination and Support
- Database Maintenance
- Customer Service Management
- CRM Software
- Maintenance Coordination
- Root Cause Analysis
Certification
FST Training (First Salesman Training)
By Auto 2000 Head Office
Sunter, Jakarta (June 25, 2007)
Success Begin From a Positive Mental Attitude
By FX.Hadi Tjokrosusilo
Via Renata, Cimacan (April 10, 2007)
CR Training Level 1 "Initial Complain Handling"
By PT. Toyota Astra Motor
Via Renata, Cimacan (June 26-29, 2007)
CR Training Level 2 "Escalation Complain Resolution"
By PT.Toyota Astra Motor
Pinewood, Cisarua (Jan 16-19, 2008)
"Practical Ideas To Handle Complaints Effectively To Turn Angry Customer Into Loyal Customer"
By James Gwee (Academia Education Training)
Novotel Hotel, Jakarta (July 11, 2008)
CR Training Level 3 "Serious Complain Handling"
By PT.Toyota Astra Motor
Gn.Geulis Resort, Puncak (2010)
CR Training Level 3 Up "Towards Customer Loyalty"
By PT.Toyota Astra Motor
Novus Hotel, Puncak (2012)
Timeline
Customer Service Coordinator
AUTO2000 - TSO Astra International
12.2006 - 06.2016
Custody Staff
PT. WOM Finance
12.2003 - 12.2006
Bogor Institute of Agriculture (IPB)
Diploma 3 from Veterinary Medicine (Pre-Veterinarian)
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