KARIMA ABDAT
Senior Service Consultant
Jatibening
Summary
Experienced and enthusiastic Consultant with track record of success across wide range of industries. Possesses exceptional interpersonal, problem-solving and analytical skills to provide advice and expertise to client organizations improving business performance. Experienced in all aspects of operations, strategy and finance.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Senior Service Consultant
EF English for Adults
South Jakarta
07.2022 - 10.2023
- Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
- Supported clients with business analysis, documentation, and data modeling.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities.
- Implemented practices and procedures to reduce expenditures and increase savings.
- Work with central service operations team in implementing national policies and processes, ensuring center operations is compliance with national standards.
- Carry out other administrative duties at this role, including but not limited to service operations staff performance measurement and bonus calculation, etc
- Responsible in all reporting and monitoring activities along with the analysis of past historical performance as well as lead the team in planning, executing and monitor target achievement.
- Regularly monitor the efficiency and effectiveness of a schedule and provide feedback to Center Director and National Service Operations Manager to maximize student needs.
- Coordinate with Academic Team to ensure all service academic activities related is run smoothly.
- Lead service operations team to collaborate with center sales target.
Service Consultant
EF English for Adults
South Jakarta
05.2019 - 06.2022
- Fully responsible for the day-to-day communication with adult learners or students
- Assist Center Director & National Service Operations
- Manager to drive center operational performance and service excellence, creating a customer-focused service organization, where customer can enjoy their learning experience at EF center
- Drive customer satisfaction through improvement of key satisfaction indicators, eg
- Net Promoter Score (NPS)
- Student Management System service coverage and exceptional cases handling (eg
- Complaints, cases from "contact us" in iLab)
- Maintain communication and customer service on effective study activities
- Working with sales goals every month, both retention and referrals target
- Planning, Organizing, and Executing Events every month
Account Executive
Hukumonline.com
South Jakarta
09.2016 - 11.2016
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Built and strengthened relationships with new and existing accounts to drive revenue growth.
- Met and exceeded service level goals to achieve standards and expectations.
- Stayed up-to-date on emerging industry and product standards and trends to revitalize accounts.
Crew of Premium Lounge Velvet and Gold Class
CGV Cinemas
Central Jakarta
06.2016 - 08.2016
- Collaborated with team members to complete orders.
- Kept food preparation area, equipment, and utensils clean and sanitary.
- Prepared products following restaurant, health, and safety standards and procedures.
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
Barista Part-Timer
PT Sari Coffee Indonesia (Starbucks Indonesia)
South Jakarta
08.2015 - 05.2016
- Monitored supply levels at counter and maintained customer areas to meet typical demands.
- Completed successful daily cash audits to correctly balance drawers at end of shifts.
- Controlled line and crowd with quick, efficient service.
- Operated espresso machines and commercial coffee brewers to create beverages.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Cleaned counters, machines, utensils, and seating areas daily.
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores.
Education
Strategic Marketing and Public Relations
Al Azhar University of Indonesia
Indonesia 8 2016 - 4 2019
Diploma of Public Relations - Public Relations
State University of Jakarta
Indonesia 06.2012 - 01.2016
Skills
Microsoft
Additional Information
- Best Service Consultant in Kuningan City Center in September FY19
- National Highest Referral Close Won in March FY21
- National Highest Retention Revenue in November FY19, January FY21 and February FY21
- National Highest KPI Achievement Q2 FY22 (Star Performers)
Volunteer Experience
- Indonesia Asian Para Games 2018 Organizing Committee (INAPGOC) as a Media and Public Relations (October 2018)
Timeline
Senior Service Consultant
EF English for Adults
07.2022 - 10.2023
Service Consultant
EF English for Adults
05.2019 - 06.2022
Account Executive
Hukumonline.com
09.2016 - 11.2016
Crew of Premium Lounge Velvet and Gold Class
CGV Cinemas
06.2016 - 08.2016
Barista Part-Timer
PT Sari Coffee Indonesia (Starbucks Indonesia)
08.2015 - 05.2016
Diploma of Public Relations - Public Relations
State University of Jakarta
06.2012 - 01.2016
Strategic Marketing and Public Relations
Al Azhar University of Indonesia
8 2016 - 4 2019
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