ANDREW ONISIMUS MARKUS WIHIAWARY
Product Manager
Nabire City
Summary
Experienced in leading customer care teams, ensuring exceptional customer satisfaction and operational efficiency. Skilled in communication and problem-solving to effectively address customer concerns and optimize processes. Expertise in Quality Assurance, ensuring that agent responses align with the Code of Conduct and Standard Operational Procedures (SOP) while maintaining clear and professional language.
Overview
17
17
years of professional experience
13
13
years of post-secondary education
3
3
Languages
Work History
OFF 3 CFU Customer Care
PT. Telkom Indonesia
09.2023 - Current
- Creating a Product Expert Sub-Unit called Product Expert, Product Expert is some of talent with deep knowledge and understanding of a product, including its features, functionality, benefits, and technical aspects. They also possess the ability to identify, resolve, and provide solutions for product-related issues.
- Handled difficult situations calmly, maintaining professionalism at all times.
- Reduced customer complaints by providing timely solutions to issues.
- Collaborated with team members to meet departmental goals and improve overall performance.
OFF 3 Product Manager
PT. Telkom Indonesia
11.2022 - 09.2023
- Responsible for the strategy, development, and success of a product. They act as a bridge between business, technology, and customer needs, ensuring that the product delivers value to both users and the company.
- Managed customer support operations, resolving issues promptly and providing ongoing feedback to the development team for continuous improvement efforts.
- Developed effective product roadmaps for successful product launches and market penetration.
- Coordinated project planning and execution with team members and team leads.
- Communicated effectively with team members to deliver updates on project milestones and deadlines.
Part-time English Teacher
Jintong Education School
02.2016 - Current
- Part-time as an English teacher for kindergarten and Primary School, making lesson plans, prepare power point presentations
Full time English Teacher
Sunbo Kids English School
08.2020 - 10.2021
- Making lesson plans, developing writing and oral skills of the students, preparing exams, training new teachers, preparing marketing strategies
Cashier
Family Restaurant
02.2008 - 07.2009
- Worked in a family restaurant as a Cashier and waiter, cash register experience, taking orders, costumer experience management
Education
Master's Degree - Signal and Information Processing
Shenyang University of Chemical And Technology
Shenyang, China 01.2017 - 01.2020
Bachelor of Telecommunication Engineering - undefined
Shenyang Aerospace University
01.2012 - 01.2016
High school - undefined
1st Senior High School of Jayapura
01.2009 - 01.2012
Junior High School - undefined
5th Junior High School of Nabire
01.2006 - 01.2009
Skills
Complaint handling
Personal Information
Hobbies: Outdoor Activities, Sports, Music, Travelling
Languages
English
Advanced (C1)
Chinese (Mandarin)
Beginner (A1)
Timeline
OFF 3 CFU Customer Care
PT. Telkom Indonesia
09.2023 - Current
OFF 3 Product Manager
PT. Telkom Indonesia
11.2022 - 09.2023
Full time English Teacher
Sunbo Kids English School
08.2020 - 10.2021
Master's Degree - Signal and Information Processing
Shenyang University of Chemical And Technology
01.2017 - 01.2020
Part-time English Teacher
Jintong Education School
02.2016 - Current
Bachelor of Telecommunication Engineering - undefined
Shenyang Aerospace University
01.2012 - 01.2016
High school - undefined
1st Senior High School of Jayapura
01.2009 - 01.2012
Cashier
Family Restaurant
02.2008 - 07.2009
Junior High School - undefined
5th Junior High School of Nabire
01.2006 - 01.2009
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