Nanda Astari Email & Phone Number

Malmö, Se

Malmo, Skåne County, Sweden

Singapore

Contributed to:- Internal and external communication process improvement using toolbox for customers and employees.- Plan and implement new flexible rewards system for contact center.

Singapore

Customer Experience, Process Improvement and Standardization:- Turn customers pain point into actionable insights.- Analyze qualitative and quantitative data (feedback, CSAT, QA, ASA, AHT, ACW) to support customer-centric change initiatives, presenting it to higher management.- Work with Quality Assurance team to set and implement service quality standard. Regularly calibrate and review blueprint.- Develop SOPs and SLAs.People Operations:- Involve in new hires recruitment, interview, skill test and onboarding. Served as Hiring Manager for the Department.- Active coaching and developing 15 direct reports. Setting KPIs for advisors; review and discuss regularly to maintain high customer service standard. - Discover, initiate and arrange training. Liaised with Trainer and HR to ensure the success of team learning and skill adoption.- HRIS Workday: leave and absence management, onboarding and termination, as well as other reporting purposes.Project Management:- Work cross-functionally with other global offices in Salt Lake City, Orlando, Mexico and Cork in aligning practices and resolving issues. - Sparing partner in numerous scale of customer-centric projects such as resort renovation, new company initiatives, system launches, natural disaster an pandemic.- Plan project schedule, delegate tasks and ensure adequate resources for the team. Track progress to subsequently report to higher management.- Active in Associate Relations Committee for APEME region; planning and executing virtual events to boost employees engagement rate.Worforce Management:- Short term and long term workforce planning and employee scheduling- Daily queue management for phone and emails- Planning, managing and tracking employees work

Singapore

- Customer Success: onboard new customer, setting up account, introduction call, encourage product usage and adoption, upsell/upgrade, closing account and/or handover- Handle client escalations. Investigate, evaluate and provide timely solutions. Be decision maker for type of compensation offered.- Handle weekly arrival reports for resorts and resolve system issues such as duplicate bookings, ghost reservations, data matching etc.- Point of contact for Resorts, Sales and Marketing, Finance and Revenue Department for client account related inquiries.

Singapore

Singapore

Projects completed: HOPE Concert 2014 and Big Day Out 2014 held at Resorts World Sentosa, Singapore. I assisted in day to day operations, attending to parents and students of the Academy. We produced marketing materials for events, organized front of house and merchandise booth. I contributed to photoshoot, vendor management and I get to be involved in exciting festival and concert production overall.

Msc, Business Administration, Management And Operations

Specialisation in Managing People, Knowledge and Change Courses: Knowledge Management, SHRM, Corporate Social Responsibility.

Bachelor’S Degree, Creative Industry Management, Upper Second Class

Diploma, Arts Management, Distinction