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AJENG AYU NOVAYANTI

AJENG AYU NOVAYANTI

Jakarta,Indonesia

Summary

Customer-centric Leader offering 13+ years of success in elevating service delivery standards and maximising customer satisfaction scores across high-growth and multi-national organisations in aviation, hospitality, banking, and healthcare spaces.

Dedicated Hospitality Ambassador known for devising robust customer care strategies to deliver business enhancement results and contain business churn goals. Flight Services Administrator with a record of coordinating all aspects of flight operations, including crew assignments, aircraft maintenance, flight scheduling, customer service excellence, and conflict resolution. Growth-focused professional with a record of maintaining a streak of achieving challenging business development targets by developing professional rapport with all clients, uncovering previously unmet needs, and moving solid leads through sales funnel. Team Leader experienced in managing and coordinating with cross-functional teams to manage high-value accounts, build a customer service-focused culture, optimise service delivery, and boost overall productivity.

Overview

16
16
years of professional experience

Work history

Product Support Apps & Engineer

PT Varnion Technology Semesta
Denpasar, Bali
03.2024 - 08.2025
  • Developed prototypes to test the feasibility of new design concepts.
  • Streamlined workflow by implementing efficient task management strategies.
  • Cooperated with cross-functional teams during project development stages.
  • Liaised with clients, understanding their needs and translating them into technical requirements, and confirming the renewal contract of the customer and retention the customer if try to terminate.
  • Coordinated with other engineers and professionals on large-scale projects.
  • Trained junior engineers provided mentorship, enhancing their skill set and knowledge base.
  • Led team meetings, fostering effective communication amongst the team.
  • Managed multiple projects, managed over 50 customer calls, ensuring timely completion, high-quality work, and conducting a customer satisfaction survey.
  • Facilitated productive client meetings, ensuring clear communication of complex technical concepts.
  • Conducted regular site visits to clients about the product already installed and updated sales if there is any new information from existing customers to sales ( upselling )
  • Reported on metrics, analysing data to assess overall project performance.
  • Delivered project presentations to clients and stakeholders to illustrate details and requirements for products

Business Development Executive & Services Administration Coordinator

PT Swarna Bali International
Denpasar, Bali
10.2022 - 02.2024
  • Create and curate comprehensive hotel and accommodation descriptions for global English camps and international programmes while employing strong attention to detail and exceptional communication skills.
  • Maintain and update study camp service details, including vendor information, provider listings, and pricing data, to ensure data accuracy and relevance. Managed over 50 participants from Southeast Asia and Europe, and increased revenue for this business by 20% in Phuket
  • Optimise service delivery and increase overall productivity by implementing efficient systems for compiling and managing hotel and accommodation details.
  • Collaborate with hotel management and Logistical Managers to coordinate venue and study room arrangements for seamless event execution.
  • Identify areas for improvement and implement corrective action plans to improve service quality by monitoring and analysing service metrics.
  • Source and capture new business opportunities by conducting market research, building networks, and establishing partnerships with key industry players.
  • Coached team to build client relationships and exceed sales targets.

Key Account Manager

PT Nap Info Lintas Nusa
Jakarta
06.2022 - 10.2022
  • Company Overview: Prominent telecommunication company with integrated ecosystem of both network and managed service providers. https://napinfo.co.id/
  • Fostered partnerships with high-volume clients aligned with company's long-term goals to drive profitable growth.
  • Conducted research to identify key customer needs and provided recommendations for product development, resulting in enhanced customer satisfaction.
  • Collected, analysed, and communicated customer feedback on service, technology, and product delivery to elevate customer loyalty and improve overall customer experience.
  • Expanded company's customer base and market reach by prospecting and engaging with new clients.
  • Generated insightful reports for executive management to inform strategic decision-making through data-driven insights.
  • Boosted customer satisfaction and retention while maintaining brand reputation by addressing customer complaints.
  • Prominent telecommunication company with an integrated ecosystem of both network and managed service provider. https://napinfo.co.id/
  • Secured long-term customer loyalty with excellent service and understanding of client needs.
  • Worked closely with sales team, ensured achievement of set targets.

Flight Service Manager

PT Garuda Indonesia, TBK
Jakarta
04.2011 - 01.2022
  • Company Overview: The flag carrier of Indonesia, providing both passenger and cargo airline services globally. https://www.garudaindonesia.com
  • Streamlined flight service operations by developing and implementing a training program for flight attendants.
  • Ensured timely resolution of client complaints by utilising problem-solving skills while liaising with cross-functional teams.
  • Supervised and coached team of Flight Attendants to accomplish increase customer satisfaction ratings.
  • Oversaw planning and execution of complex flight schedules to achieve performance goals and metrics for all flights.
  • Established and maintained relationships with key stakeholders, including airline partners and regulatory agencies, to ensure compliance and maximise operational efficiency.
  • Implemented safety protocols and procedures to guarantee passenger safety while resolving customer complaints and facilitating effective communication among team members.
  • Awarded 'Best Cabin Crew' for 5 Consecutive Years.
  • The flag carrier of Indonesia, providing both passenger and cargo airline services globally. https://www.garudaindonesia.com
  • Responded promptly to passenger complaints with effective solutions, boosting overall customer satisfaction levels.
  • Maintained strict adherence to safety protocols for secure flight operations.
  • Enhanced customer satisfaction by ensuring top-tier in-flight service delivery.
  • Actioned tasks and responsibilities assigned during pre-flight briefings.
  • Managed emergency response actions following established procedures for evacuation and passenger safety.
  • Actioned customer feedback to elevate in-flight guest experience and achieve.

Customer Service & Marketing Funding Professional

PT Bank Jabar Banten
Jakarta
07.2010 - 02.2011
  • Company Overview: Commercial banking company, providing a wide range of financial products and services to businesses. https://www.bankbjb.co.id/
  • On boarded new clients by opening new accounts and introducing bank's diverse range of products to customers, resulting in increased sales and revenue.
  • Accomplished a high level of customer satisfaction and loyalty scores by resolving complex customer complaints and providing effective problem-solving solutions.
  • Managed and engaged customer relations through regular communication, personalised outreach, and follow-up.
  • Implemented innovative customer retention strategies, such as loyalty programs and personalized promotions to retain existing clientele and boost loyalty.
  • Attained a significant reduction in complaint resolution times and improved customer experience by streamlining customer service processes.
  • Upsold bank products to existing customers by utilizing persuasive sales techniques and sharing product knowledge.
  • Commercial banking company, providing a wide range of financial products and services to businesses. https://www.bankbjb.co.id/
  • Delivered exceptional customer service by proactively listening to concerns and answering questions.

Customer Service Representative

PT Intensive Medicare Healthy Insurance
Jakarta
05.2010 - 07.2010
  • Company Overview: The first health care consultancy and services company in Indonesia which provides the most complete health care services to the clients.
  • Advised customers on proper care procedures and recommended effective solutions to healthcare needs; elevated service delivery and patient experience.
  • Empowered customers to take charge of personal health by providing personalised guidance and support, resulting in improved health outcomes and increased customer loyalty.
  • Collaborated with team members to develop and implement new strategies for improving customer service satisfaction.
  • Educated customers on health regulations and provided detailed explanations to ensure compliance.
  • Analysed customer feedback to identify areas for improvement in service delivery and execute corrective measures.
  • The first health care consultancy and services company in Indonesia which provides the most complete health care services to the clients.
  • Provided top-notch support for increased customer satisfaction.
  • Answered customer telephone calls promptly and improved on-hold wait times.

Analyst Quality Control

PT Belfood Indonesia
Jakarta
10.2009 - 04.2010
  • Maintained utmost accuracy whilst handling sensitive data.
  • Achieved more effective forecasting with advanced statistical techniques.
  • Participated actively in professional training to maintain updated knowledge of analytics tools.
  • Reviewed peers' work to ensure highest quality of output,.
  • Conducted market research for better competitive understanding.
  • Enhanced decision-making by analysing complex data sets.

Education

Bachelor of Food Analyst & Pharmacy - Pharmacy

Poltekes Ministry of Health Jakarta II
Jakarta
2006/2006 - /2010

Skills

  • Key Account Development
  • Flight Services Management
  • Service Delivery Optimisation
  • Services Administration
  • Customer Relationship Management
  • Business Development/Growth
  • New Opportunity Identification
  • Problem & Conflict Resolution
  • Data Analyst and Client Communicating
  • Growing & Developing Teams
  • Customer Satisfaction & Retention
  • Microsoft Office, Microsoft Excel spreadsheet, Google Calendar
  • Microsoft PowerPoint, Diagramnet
  • Asana, Mondaycom, Trello
  • Customer-Focused approach
  • Workflow Development

Languages

English
Upper intermediate
Indonesian
Native

Timeline

Product Support Apps & Engineer

PT Varnion Technology Semesta
03.2024 - 08.2025

Business Development Executive & Services Administration Coordinator

PT Swarna Bali International
10.2022 - 02.2024

Key Account Manager

PT Nap Info Lintas Nusa
06.2022 - 10.2022

Flight Service Manager

PT Garuda Indonesia, TBK
04.2011 - 01.2022

Customer Service & Marketing Funding Professional

PT Bank Jabar Banten
07.2010 - 02.2011

Customer Service Representative

PT Intensive Medicare Healthy Insurance
05.2010 - 07.2010

Analyst Quality Control

PT Belfood Indonesia
10.2009 - 04.2010

Bachelor of Food Analyst & Pharmacy - Pharmacy

Poltekes Ministry of Health Jakarta II
2006/2006 - /2010

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AJENG AYU NOVAYANTI