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, Indonesia
01.2023
High School Diploma -
SMKN 1
Cimahi, Indonesia
01.2006
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
Head, Consumer Experience and CS Vendor Management at Trusted Media Brands and Jukin MediaHead, Consumer Experience and CS Vendor Management at Trusted Media Brands and Jukin Media