ENDAH FITRIANA
Jawa Barat,JK
Summary
Dear Bapak Bernard,
Let me introduce my self, my Name Endah Fitriana, you can name me with Endah or EndFit, I have an experience as Senior Manager Delivery & Insight for Customer Experience Division at PT Maybank Indonesia with a proven track record in enhancing customer satisfaction and driving operational excellence. Skilled in cross-functional collaboration and employee coaching, I spearheaded initiatives that improved team performance and fostered a culture of continuous improvement, significantly boosting productivity and client relationships.
Currently i work as External trainer for Maybank Indonesia (Freelancer), as Service Consultant for PT Ayu Puspita Sejahtera and as Service Consultant For IkeaWeddingDream
Overview
28
28
years of professional experience
Work History
Senior Manager
PT Maybank Indonesia
09.1997 - 03.2025
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Mentored junior staff members for skill development and career progression within the organization.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Increased customer satisfaction
- Spearheaded change management efforts for seamless adoption of new systems or processes among employees. (Division Level)
- Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs.
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively.
- Initiated sustainability program, reducing waste and promoting eco-friendly practices within company.
- Directed company's rebranding initiative, refreshing brand image and attracting broader customer base.
- Coordinated cross-departmental projects to improve product delivery timelines, enhancing customer satisfaction.
- Launched comprehensive customer feedback system, leading to enhanced product features and higher customer satisfaction rates.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Education
Akutansi
Universitas Mercu Buana
Jl. Menteng Raya No.29, RT.1/RW.10, Kb. Sirih, Kec 04.2001 -
Skills
Cross-functional collaborating
Influencing and negotiating
Teamwork and collaboration
Decision-making
Effective communication
Problem-solving abilities
Adaptability and flexibility
Customer relationship management
Process improvement
Multitasking
Excellent communication
Positive attitude
Relationship building
Employee coaching and mentoring
Training and development
Interpersonal communication
Continuous improvement
Multitasking Abilities
Timeline
Akutansi
Universitas Mercu Buana
04.2001 -
Senior Manager
PT Maybank Indonesia
09.1997 - 03.2025