BILLY INDARTA

adkfyw@r.postjobfree.com +63-908******* linkedin.com/in/billy-indarta/

EXPERIENCE

ZEN ROOMS MANILA/JAKARTA NOV 2017 TO OCT 2020

Hotel and Technical

Support Supervisor

Jan 2020 to Oct 2020

• Formed and supervised a B2B support team consisting of members from teams in Jakarta and Manila to support a new vertical, maintaining a customer satisfaction rating above 90% consistently;

• Spearheaded the training of internal and external stakeholders on the integration of a new PMS software into the company’s existing platform, and led the development of its training modules;

• Handled a dedicated technical support team that monitored and fixed system integration issues by liaising with external departments and software vendors and providing training sessions to B2B clients;

• Successfully converted the on-site contact center operations to a fully functioning remote team in less than two days due to the local pandemic lockdown situation without compromising work quality. Customer Care and

Reservations Supervisor

Oct 2018 to Jan 2020

• Managed and maintained three teams that supported voice and non-voice channels totaling 30+ members, resolving escalated complaints and ensuring customer satisfaction remained stable above 90% by developing technical and operational SOPs relevant to the customer service and operations department;

• Reduced mistakes due to human error in 2,500+ daily reservations processed to as little as 0.1% month-on-month by refocusing agent behaviors and proposing system automations that reduced human contact;

• Transformed the team’s overall working outlook into a positive one, resulting in a group that is more engaged, disciplined and able to work under minimal supervision;

• Coordinated regularly with various departments from teams in Indonesia, Philippines, Malaysia, Singapore, Vietnam, and Thailand for technical fixes arising from the interaction of multiple in-house systems. Customer Care

Team Lead

Jun 2018 to Oct 2018

• Successfully resolved escalated product and service complaints while maintaining balance between company policy and customer benefit in decision-making, coordinating with other teams as necessary;

• Continuously evaluated and identified opportunities to drive operational enhancements while managing a team of 10+ members.

Customer Care

Associate

Nov 2017 to Jun 2018

• Educated customers on the company’s products and services by disseminating accurate information professionally;

• Navigated various OTA reservation systems, property management systems, channel managers, payment gateways and CRM tools integrated with in-house systems in the execution of the role. CV PUTRA HARAPAN IBU JAKARTA FEB TO AUG 2017

Customer Relations

Executive

• Conducted on-site project management and supervision covering logistics, construction and distribution as assigned to the company, maintaining good client and vendor relationship while staying within budget. BROMAX AUTO DETAILING JAKARTA NOV 2015 TO JAN 2017 Co-Founder and Detailer • Co-founded and managed a startup company in Automotive Care that provided an affordable but high level of carefully- tailored service by optimizing the use of resources and monitoring service outcome that contributed to customer loyalty. PAKUWON GROUP, GANDARIA CITY MALL JAKARTA SEP 2010 TO OCT 2015 Customer Service

Supervisor

Aug 2011 to Oct 2015

• Managed and maintained four teams totaling 40+ members, supervising daily operations spread across a complex with an area of 100,000 square meters;

• Developed SOPs covering Gandaria City's Shopping Mall, Apartment, and Sheraton Gandaria Hotel for the day-to-day activities in Customer Service Operations and Loyalty Member Services, including active coordination with the Marketing department for their events;

• Handled escalated concerns, complaints, and incidents that occurred related to general service, safety, and customer loyalty program;

• Successfully trained staff members who came from remote provinces with low-level education to provide 5-star hotel service with adequate English communication and computer skills. Customer Service Staff

Sep 2010 to Jul 2011

• Assisted customers with product and service concerns, also handling loyalty member account creation, activation and rewards redemption.

BLUE BIRD GROUP JAKARTA NOV 2009 TO AUG 2010

Customer Service Staff • Assigned as the company's front-facing customer representative in several 5-star hotels including The Ritz Carlton, JW Marriot, The Sultan (previously Hilton), Mandarin Oriental and Shangri-La; working alongside the hotels’ front desk team to offer Blue Bird’s services while exhibiting excellent command of the English language, superb customer service handling and sufficient knowledge of the 5-star hotel's front desk operations;

• Coordinated a wide range of transportation services that catered to the 5-star hotel’s higher management and (mostly foreign) guests, handling concerns, complaints, and billing needs provided to the hotel. EDUCATION LANGUAGES TECHNOLOGIES

Universitas Padjadjaran Native Proficiency Google Suite, Microsoft Office Suite, Zendesk Suite, Podio, Ameyo, Zopim Chat, Voximplant, eZee PMS System,

Confluence, Stripe, Adyen, Xendit

Bandung, Indonesia Bahasa Indonesia

Business Communication (2004-2008) Professional Proficiency English