Okie Abdhellatif

Service Delivery Manager

Tetra Pak Indonesia

06.1996 - 06.2025

Experience 10 years of experience as a Service Delivery Manager or in a front-line customer-facing role.
Led cross-functional teams to achieve project goals on time and within budget.
Improved service quality, addressing client concerns promptly and professionally.
Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
Enhanced service delivery by developing and implementing efficient processes.
Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
Developed training programs to enhance employee skills and boost overall productivity levels.
Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
Streamlined operations for improved customer satisfaction and retention rates.
Maintained proper staffing levels to guarantee timely and accurate deliveries.
Reduced turnaround time with effective resource allocation and task prioritization.
Coordinated new hire recruitment, training and development.
Productivity and Improvement: Proven focus on enhancing productivity and driving continuous improvement initiatives.
Coordinated and led internal and external site team meetings.
Maintenance and Reliability: Solid understanding of maintenance and reliability concepts.
Managed third-party contracts to drive delivery of required services.