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Work Background
DHL ExpressProgram Manager, Customer Operations Group
Nov. 2019Greater Jakarta Area, Indonesia1. Provide solution development both in support of the GAM and for issues/ requests raised by countries and the customer. 2. Oversee the successful implementation of service and other services solutions program within the DHL network, by establishing, maintaining and monitoring operational procedures and service performance, and ensuring that the DHL network both understands and achieves pre-set performance targets. 3. Working with the Customer Support Ops Manager in preparation of operations business plans for the Commercial Customers 4. In conjunction with the Regional GAM, prepare operations business plans for the account that identify the operational development required of DHL to meet the requirements identified by the customer. These plans will include resources and investment-required, and allocate responsibility for achievement within a defined timetable. This role will be accountable for the achievement of these plans and will additionally also ensure business plans are created and implemented by DHL in the customers Key markets. 5. Service Performance Reporting, Monitoring and Follow up. 6. Manage the provision of pro-active customer service support for a specific Global Account Customer, ensuring that any service issues which might impact upon pre-set performance levels are immediately addressed with appropriate Regional, Hub or Country Service management, and resolved. 7. Manage the development and maintenance of accurate and complete service capability information on DHL’s regional and where appropriate network, service offering and performance by area, country, service centre and post-code. 8. Ensure the timely distribution of service level reports to the Global Account management, Regional Service, Regional Commercial Group managers and appropriate Hub and Country Services/Sales management.
Kuehne + NagelOperational Key Account Manager
Sep. 2018 - Nov. 2019Greater Jakarta Area, Indonesia1. Acted as a single point of entry for the customer.
2. Acted as a liason between customer and internal operations, such as sales, operations team and custom clearance team.
3. Maintained constant contact with key clients to develop service offerings and answer needs.
4. Responsible for handle major VIP accounts, ensured smooth on-boarding process and operation executions
5. Prepared service performance presentations to measured, managed and delivered customer excellence and in person support during QBR (Quarterly Business Review) and development discussions.
6. Monitor and tracked shipments to determine effectiveness of the operational process;
7. Worked collaboratively with Global Key Account Management to align and ensure the smooth on-boarding process of the global account’s shipments;
8. Cross product knowledge and expertise
9. Identified and promoted organic / new business growth
PT. ASIA PACIFIC FIBERS TbkAccount Manager - South Asia and India Market
Apr. 2015 - Sep. 2018Greater Jakarta Area, Indonesia1. Operated as the lead point of contact for any and all matters specific to South Asia and India market accounts
2. Built and maintained strong, long-lasting customer relationships; developed trust relationships with a portfolio of major clients, ensuring business continuity and growth. 3. Oversaw customer account management, including negotiating contracts and agreements to maximize profit 4. Successfully worked with cross functional department and act as a liaison between Customer, Sales, Logistics, and Product Development in managing day to day operations of Asia and South Asia Filament Yarn businesses.
PT. ASIA PACIFIC FIBERS TbkSales Assistant to Export Department- Sales and Marketing (SBU: Filament Yarn)
Aug. 2012 - Mar. 2015Greater Jakarta Area, Indonesia1. Supported VP Marketing in overseeing the export sales and marketing department’s operations
2. Updates managers by consolidating, analyzing, and forwarding daily action summaries.
3. Managed and developed the sales potential of customers within Asia and South India territory
4. Maintained constant contact with key clients to develop service offerings and answer needs.
5. Prepared MIS report in addition to monitoring comparison of business plan and actual performance for consideration at Board levels.
6. Provided actual sales vs. projection results by preparing and forwarding sales tracking reports.
7. Prepared sales presentations by compiling data; developing presentation formats and materials
8. Tracked sales expenses by tracking, consolidating, analyzing, and summarizing expenses.
Bentoel Group - A Member of British American TobaccoAdministrative and Marketing Assistant
Mar. 2006 - Jan. 2008Greater Jakarta Area, Indonesia1. Responsible directly to Chief Marketing Officer, in Marketing Directorate, especially in Low Tar Low Nicotine (LTLN) Division.
Handled all schedules and coordinate meetings and activities of Chief Marketing Officer
2. Handled all officers, Managers and GM in LTLN Division, such as business trip documents, administrations, medical/ entertainment, ticketing, cash advances, etc.
3. To be a Head of Administrator in Marketing Directorate.
PT Inti Karya Persada TeknikSecretary to the General Manager
Mar. 2003 - Mar. 2006Greater Jakarta Area, Indonesia1. Managed the daily schedule and activity in Sub Directorate Business Development, including Overseas and Domestic Marketing Division, and responsible directly to General Manager Business Development. 2. Managed all correspondence to Overseas Clients and Partners such as Letters, Interoffice Correspondence, Facsimile, Minutes of Meetings, etc. 3. Responsible to make a Business Trip Order to Overseas Marketing Staff, cash flow, money request, and any other related secretarial jobs functions.
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