SICYLIA IRWAN PUTRI
Operation Assistant Manager
Kemanggisan, Jakarta,JK
Summary
Assistant Operation Manager with extensive background in administration and human resources. Supervise daily operations and organizations. Strong competencies for addressing operational issues and concerns quickly. Determines staffing requirements, work assignments and schedules for new projects.
Responsible in managing activities that are part of the goods and services in daily basis include managing both the operations process, embracing design, planning, control, performance improvement, and operations strategy.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Operations Assistant Manager
Karya Central Bisnis, Marquee Group
Jakarta, South Jakarta
03.2021 - Current
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Leveraged fair evaluation processes, employee reviews and staff mentoring to drive performance and job satisfaction at all levels.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Generated operational reports for management on monthly schedule.
- Coordinated with General Manager in different operational issues and promotional activities.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Supervised operations team to support operational excellence and excellent customer service.
- Educated operations team on best practices, company policies and service excellence standards.
- Developed and maintain operational guidelines for staff.
- Used Salesforce and Navision (Invoice System) to analyze production data, guaranteeing efficient production of defect-free products.
- Enhanced employee management by developing schedules, tracking time and administering payroll.
- Evaluated current operational strategies and recommend improvements.
- Maximized profits by reducing waste in payroll administration and increasing sales.
Operations Coordinator
PT. Karya Central Bisnis, Marquee Group
Jakarta, South Jakarta
01.2020 - 02.2021
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
- Collaborated with area managers to evaluate needs and optimize operational plans.
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
- Scheduled meetings for senior management team and booked conference rooms.
- Oversaw day-to-day operations of large teams across several sites.
- Assessed supplier quality to maintain tight cost controls and maximize business operational performance.
- Used Salesforce and Navision (Invoice System) to analyze production data, guaranteeing efficient production of defect-free products.
- Provided direction and guidance to internal teams in order to achieve targets.
- Worked with vendors to make purchases and reconcile invoices.
- Reconciled monthly operating budgets and shared information with senior management team.
Sr Customer Service Representative
Karya Central Bisnis, Marquee Group
03.2014 - 12.2019
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Greeted customers and listened closely to problems described to determine solutions.
- Engaged clients in person and over phone to answer questions and address complaints.
- Informed customers of product, price and policy changes to educate on issues and resolve concerns.
- Followed up with customers regularly via phone and email to obtain payments and schedule services.
- Processed, scheduled and executed customer orders for new and established customers.
- Boosted team spirit and performance by communicating clear service expectations and quality goals to each team member.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Developed dynamic ownership skills by resolving challenging situations and asking in-depth questions of customers.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Customer Service
PT. GRAND INDONESIA (GRAND INDONESIA SHOPPING MALL)
Jakarta, Central Jakarta
08.2008 - 09.2013
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered excellent customer service, resulting in consistent 100% customer satisfaction rating.
- Implemented and developed customer service training processes.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Provided information regarding charge accounts and loyalty programs.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Responded to customer requests for products, services and company information.
- Recommended products to customers, thoroughly explaining details.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
Education
High School Diploma -
SMK Negeri 14
Jakarta 07.2004 - 07.2007
Skills
Operations management
Timeline
Operations Assistant Manager
Karya Central Bisnis, Marquee Group
03.2021 - Current
Operations Coordinator
PT. Karya Central Bisnis, Marquee Group
01.2020 - 02.2021
Sr Customer Service Representative
Karya Central Bisnis, Marquee Group
03.2014 - 12.2019
Customer Service
PT. GRAND INDONESIA (GRAND INDONESIA SHOPPING MALL)
08.2008 - 09.2013
High School Diploma -
SMK Negeri 14
07.2004 - 07.2007
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