Wira Prakoso
Sidoarjo
Summary
Results-driven Sales & Customer Experience professional with 7+ years of experience in hospitality and luxury automotive. Proven track record in achieving high revenue targets, elevating brand reputation, and delivering exceptional client experiences for high-net-worth individuals. Adept at leading teams, optimizing customer satisfaction, and turning service excellence into measurable business growth.
Overview
8
8
years of professional experience
Work History
Customer Experience Supervisor
PT Astra International Tbk – Lexus Sales Operation
07.2023 - Current
- Elevated customer engagement, increasing Google Reviews from 800 to 1,500+, with 90% five-star ratings, and improving the dealership’s score from 4.8 to 4.9.
- Reduced customer complaints from an average of 60 per year to only 13, achieving 0% repeat complaints and resolving all cases within 10 days, ahead of the 15-day target.
- Led a cross-functional team of 7 (Floor Manager, CR Officers, Concierge, F&B) to deliver personalized services, premium events, and VIP experiences.
- Managed customer retention programs, and gallery experience for Lexus Menteng’s luxury clientele.
Sales Manager – Government Segment
Novotel Samator Surabaya Timur
12.2022 - 07.2023
- Managed key government accounts (local, national, police, military, embassy) for both rooms and events.
- Achieved monthly revenue of IDR 700M – 900M.
- Supervised a sales team of 3 (Assistant Sales Manager, Sales Executive, Sales Admin).
Assistant Sales Manager – Corporate Segment
Novotel Samator Surabaya Timur
11.2021 - 12.2022
- Handled BUMN, automotive, manufacturing, oil & gas, and university segments.
- Achieved monthly revenue of IDR 500M – 700M.
Sales Executive – Corporate Segment
Novotel Samator Surabaya Timur
04.2019 - 11.2021
- Managed corporate accounts in automotive, banking, property, and MLM sectors.
- Generated monthly revenue of IDR 300M – 500M.
Banquet Sales Executive – Wedding & Social Events
Novotel Samator Surabaya Timur
06.2018 - 03.2019
- Positioned the hotel as a premier wedding venue in Surabaya.
- Secured 20 weddings in the first operational year, generating over IDR 800M.
Public Relations Trainee
Novotel Samator Surabaya Timur
02.2018 - 05.2018
- Strengthened media relations, brand activation, and promotional events.
- Developed room and F&B packages to boost sales opportunities.
Education
Bachelor's Degree - Political Science
Universitas Airlangga
01.2017
Skills
- Luxury Customer Experience & Hospitality Sales
- Key Account Management (Corporate, Government, HNWI)
- Revenue Growth & Target Achievement
- Event & Banquet Sales (Wedding, MICE, Corporate Events)
- CRM & Customer Retention Strategies
- Complaint Resolution & Service Recovery
- Team Leadership & Training
- Negotiation & Closing Skills
Accomplishments
- Successfully transitioned from hospitality sales to luxury automotive customer experience, maintaining top-tier performance in both industries.
- Increased Lexus Menteng’s online brand reputation, with Google rating improvement from 4.8 to 4.9.
- Achieved record-low complaint numbers with 0% repeat cases and faster-than-target resolution times.
- Consistently exceeded sales targets and secured major corporate/government accounts.
Timeline
Customer Experience Supervisor
PT Astra International Tbk – Lexus Sales Operation
07.2023 - Current
Sales Manager – Government Segment
Novotel Samator Surabaya Timur
12.2022 - 07.2023
Assistant Sales Manager – Corporate Segment
Novotel Samator Surabaya Timur
11.2021 - 12.2022
Sales Executive – Corporate Segment
Novotel Samator Surabaya Timur
04.2019 - 11.2021
Banquet Sales Executive – Wedding & Social Events
Novotel Samator Surabaya Timur
06.2018 - 03.2019
Public Relations Trainee
Novotel Samator Surabaya Timur
02.2018 - 05.2018
Bachelor's Degree - Political Science
Universitas Airlangga
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