Nathalia Sannia
Tomang
Summary
Enthusiastic and dedicated professional with a strong work ethic, thriving in high-pressure environments. A passion for continuous learning drives the ability to quickly acquire new skills and knowledge. Committed to delivering exceptional results while adapting to dynamic challenges. Eager to contribute a proactive approach and collaborative spirit to achieve team goals.
Overview
20
20
years of professional experience
Work History
HEAD OF SUB PART CS PERFORMANCE MANAGEMENT
PT. Samsung Electronics Indonesia
01.2021 - Current
- Assist in KPI & Performance after sales team.
- Provide reporting to RHQ & HQ regarding field operation performance.
- Assist HQ regarding innovation project for Field operation team (mobile system for CE Engineer, Eco Paperless Project, Loaner Set for Mobile Project, etc.)
- Implement strategic plan for quality process and improvement
- Customer Service Department assessment & evaluation
- Infra evaluation for service network
- Review performance of all function in order to meet the KPI/MBO
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Excellent communication skills, both verbal and written.
- Participated in the B2B Corporate Relations Program (CRP), generating approximately $100,000 USD in monthly sales.
SERVICE TRACKING & FIELD OPERATION TEAM
PT. Samsung Electronics Indonesia
01.2011 - 01.2021
- Monitoring All Pending Job for Indonesia Subsidiary as well
- Actively involve to deliver troubleshoot for any service operation
- Fulfill all management requirement; Indonesia, RHQ and HQ
- Provided proper data & report related of performance and issue
- Support Customer Service team for field support
- Manage over 200 Authorized service center in Indonesia
TECHNICAL ADVISOR OF CUSTOMER CONTACT CENTER
PT. Samsung Electronics Indonesia
01.2006 - 01.2011
- Served as a primary Brand Ambassador for Samsung's Audio/Video product line, upholding premium brand standards in all customer interactions.
- Executed advanced telephonic support, navigating technical issues and de-escalating customer complaints to ensure superior service delivery.
- Trained and guided customers through product setup, maintenance, and basic troubleshooting procedures, maximizing product utility and user satisfaction.
- Maintained comprehensive knowledge of product specifications and updates across the A/V portfolio to facilitate accurate, immediate problem-solving.
Education
Bachelor of Science - Communication Science
Universitas Terbuka Indonesia
Jakarta, Indonesia01.2023
High School Diploma -
SMKN 1
Cimahi, Indonesia01.2006
Skills
- Experienced in Excel, Word, and PowerPoint
- Service excellence
- Experienced with SAP production module
- Experience with Power BI functionalities
- Tableau data visualization
- Customer-focused technical assistance
- Operational service coordination
References
Trihadi, Nugroho, Customer Experience Head Of Part, +62 817-797-717, PT. Samsung Electronics Indonesia
COURSE AND TRAINING EXPERIENCE
- VOC & Customer Risk Management Workshop Samsung Electronics (Singapore 2012)
- South East Asia & Oceania Service Tracking Management Workshop Samsung Electronics (Vietnam 2014)
- G-ERP Academy Samsung Electronics (Singapore 2017)
- 7 Habits of highly effective People by Stephen Covey (2018)
- South East Asia & Oceania Repair Speed Workshop Samsung Electronics (Jakarta 2017)
- Communicate with influence others by Dale Carnegie (2019)
- Getting things Done by GTD David Allen's (2019)
- Self Leadership by The Ken Blanchard (2019)
- Data Analytics with Tableau for beginner. Academy Samsung Electronics (Singapore 2022)
Timeline
HEAD OF SUB PART CS PERFORMANCE MANAGEMENT
PT. Samsung Electronics Indonesia
01.2021 - Current
SERVICE TRACKING & FIELD OPERATION TEAM
PT. Samsung Electronics Indonesia
01.2011 - 01.2021
TECHNICAL ADVISOR OF CUSTOMER CONTACT CENTER
PT. Samsung Electronics Indonesia
01.2006 - 01.2011
Bachelor of Science - Communication Science
Universitas Terbuka Indonesia
High School Diploma -
SMKN 1