Samuel Jurawan Email & Phone Number

United Kingdom

London, England, United Kingdom

● Regional project and change management: Change consultant for varyingstakeholder groups within the EMEA region for change and transformationportfolio.● Collaborating with regional Subject Matter Experts (SMEs) across various projects.● Developing feedback loops with the EMEA region.

Vilnius, Lithuania

• Effective communication and implementation of procedural and structural changes. Dictated by central change team or local office• Creating a testing infrastructure for new products in preparation for regional or global roll outs• Executing local projects and initiatives, stretching from performance led to learning and development. • Creating an effective feedback loop on implemented changes, ensuring that the voice of each stakeholder is delivered back to product or global… Show more • Effective communication and implementation of procedural and structural changes. Dictated by central change team or local office• Creating a testing infrastructure for new products in preparation for regional or global roll outs• Executing local projects and initiatives, stretching from performance led to learning and development. • Creating an effective feedback loop on implemented changes, ensuring that the voice of each stakeholder is delivered back to product or global teams• Defining timeline of local process and procedural changes• Negotiating with local Site Leader to allow central team tests to take place within an office, paying special attention to potential impact to site KPIs/SLAs Show less

London, United Kingdom

• Managing a team of up to 24 agents to deliver excellent customer service on phone and email channels• HR responsibilities including managing sickness, disciplinary and lateness in line with the UK law• Performance management of team members and overall team. In line with organisations KPI expectations• Ensure levels of motivation within the team is high, and employees have the right development for skills • Recruitment of new agents

• Create budgets for department, such as customer compensation projection, create process to ensure budget does not exceed projection.• Using Lean Six Sigma to improve current operational and logistical processes.• Set KPIs for CC advisors, manage each with "121" coaching. • Roll out HR procedures and policies such as; grievance, disciplinary and absence management. • Involved with implementing new CRM and phone system.• Acting accounts manager for partnered venues, handling… Show more • Create budgets for department, such as customer compensation projection, create process to ensure budget does not exceed projection.• Using Lean Six Sigma to improve current operational and logistical processes.• Set KPIs for CC advisors, manage each with "121" coaching. • Roll out HR procedures and policies such as; grievance, disciplinary and absence management. • Involved with implementing new CRM and phone system.• Acting accounts manager for partnered venues, handling restaurant information being uploaded onto API, invoicing queries and live order issues.• Managing group of Team Leaders, targeted for both CC advisor statistics and departmental/shift statistics• Using case management systems such as Atlassian (Jira, Confluence etc)• Following up on escalated complaints from high end customer and business clients• Using my award winning training programme Development Days to engage team leaders and their teams to achieve targets • Handle payroll for customer operations, mixture of salary, hourly and contractors• Rewarding and recognising achievement within the department Show less

Borehamwood

Managing a team of 10-12 agents, ensuring their quality of phone calls, adherence, on time, productivity and attitude align to company standards. Being involved with shift management which includes; assessing KPI's, identifying which station requires more resource and motivating and encouraging agents on shift. I have also undertaken a number of optional tasks, such as inbound call training, recruitment for the department, process and quality tests for the contact centre. Over the last… Show more Managing a team of 10-12 agents, ensuring their quality of phone calls, adherence, on time, productivity and attitude align to company standards. Being involved with shift management which includes; assessing KPI's, identifying which station requires more resource and motivating and encouraging agents on shift. I have also undertaken a number of optional tasks, such as inbound call training, recruitment for the department, process and quality tests for the contact centre. Over the last 6 months I have created a development programme aimed at Customer Care advisor's; it was received well by the Group Operations Director and is now mandatory for every employee. I am currently working to expand this to cater for other areas within operations. Show less

Set up halls ready for functions at various hotels. Ensuring quality of presentation of both staff and displays. Training new staff on etiquette when serving guests. Welcoming guests to the functions. Very occasional induction training.

Prepare bar and work station, setting out relevant optics, ensuring enough stock was readily available. Handing out breaks to employees and deciding who would be bar backing, front bar or till ops. Settled disputes and arguments between staff and customers.