Summary
Overview
Work History
Education
Skills
References
COURSE AND TRAINING EXPERIENCE
Timeline
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Nathalia Sannia

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, 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

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
Nathalia Sannia