Tiurmaida Nurbaitani Siregar

Highlight :

- Managing 3 centers located at South Jakarta, North Jakarta and Cibubur
- Monitor, control and supervise daily center operations
- Hire, develop/coach and control the human resource activities to comply with SOP
- Manage the sales team to achieve sales target
- Supervise and maintain customer service, including the quality of teaching delivery, content and events
- Budget efficiency, P&L monitoring, evaluation and reporting
- Develop partnership with third parties for sales and marketing
- Design and implement BTL activities for sales and promotion

- Embody Wall Street English core values and set a service-oriented, collaborative culture in the center through role-modelling.

- Attract and hire quality employees, train, motivate and engage staff at all levels, retain staff performers.

- Engage with customers actively and personally, and create an environment in which all staff treat the customers respectfully, like they are yours first or last.

- Drive Sales revenue by working together with Sales and Service team to acquiring new customer acquisition, referral from and retention of current member and retention.

- Together with Service team take care of customer complaints, turn unhappy or angry customers into our advocate.

- Monitor the center performance through verification and analysis of financial reports, sales reports and students’ satisfaction reports (NPS Results); makes sure center is in compliance with all Wall Street English processes, policies and procedures.

- Ensure a safe, clean, delightful working and learning environment for staff and members.

- Responsibilities with P&L of the center

· HRD area:

- Hiring new staff

- Coaching, briefing

- Monitoring and encourage team performance

- Staff Development

· Sales and marketing area:

- Acquiring new client

- Held local marketing activity and promotion to gain more customers

- Achieve monthly sales target

· Financial area:

- Monitoring payment for retail and corporate client.

- Set up and monitor operational expense.

- Responsibilities of the P&L

· Account Management:

- Maintain relationship for both retail and corporate client.

- Monitor agreement for corporate client.

· Customer service:

- Monitor and together with the team maintain the quality of services according to company standard.

· Operational:

- Monitor day to day operational branch.

· Managing 115 Account where most of known very well on their industries.

· Provide corporate clients with an overall positive relationship with the bank.

· Associating the clients business with bank services.

· Develop new, profitable business relationship for the bank and service existing accounts.

· Cross-sell bank services and to network with corporate for the purpose of bringing new business clients to the bank.

I was managing 30 accounts with variety business; my corporate clients come from Oil Companies, International Non-Government Organization, Embassy, Manufacture and Law.

Highlights:

· Lead implementation and consolidation of services covered by the scope of work.

· Coordinating performance by the various CWT teams involved in providing the Services in accordance with the terms of this scope of work.

· Build relationship with clients to encourage repeat business opportunities.

· Provides regular two-way communication between the client and team, to provide strong team representation and set proper client expectations.

· Responsible for all client communications, conflict resolution, and compliance on client deliverable and revenue.

· Communicates the clients goals and represent the clients interests to the team.

· Understanding of company capabilities and service, and effectively communicates all offerings to the client.

· Review with the client the result travel data analysis.

· Coordinating client and traveler profile information to ensure consistency and accuracy.

· Associated clients with particular vendor such Airline, Hotel and Cars in order to get corporate deal with purpose to assist client in manage travel spend.

Achievement:

• Awarded for GEM Asia Pacific Award ( Going The Extra Mile ) for category Innovation

My experience for over than 10 years in Tourism Industry giving me a deep understanding and build me as a professional one. I was in charge to supervise on team of travel counselor.

Highlights:

· Ensure the smooth operation of the Services on such level.

· Coordinate with Program Department to solve issues.

· Training new personnel on the team in order to give complete information and build excellent knowledge about the tools, product, and client information.

· Review each personnel performance and assist them in self improvement.

· Share and Brief the update of Airlines’, hotels, visa and Client’s information