Andrew Hadiwidjaja
Blacktown,NSW
Summary
A People-oriented Team Leader with broad customer service and project management experience and skills. I am comfortable in finding solutions for individual customers, as I am for large, globally recognised organisations.
I specialise in leading automation, digitization and process improvement projects to reduce costs, improve workflow and meet financial and efficiency objectives which will also benefit the customer. Proven track record collaborating with key stakeholders (senior internal and external leaders) to communicate deliverables and benefits prior, during and after project delivery. I enjoy mentoring and leading internal and external teams and individuals to raise awareness for increased engagement and customer service outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Team Leader
Service NSW
Parramatta, NSW
08.2021 - Current
- Lead a team of 13 contact centre specialists across a range of skills, including eToll, Crown Land, Department of Premier and Cabinet, Treasury and General Enquiries.
- Set team expectations and ensure transparency across all team members.
- Regularly listen to and evaluate calls against the Department of Customer Service Customer Commitments and then use results to mentor team members.
- Maintained a positive work environment that promoted collaboration between team members.
- Participate in regular meetings with senior leadership to provide updates on team progress.
- Developed and rolled out a clear customer escalation process to ensure complaints were resolved efficiently while maintaining excellent customer relations.
- Assess staffing needs based on call volume or other factors impacting workloads.
- Mentor team members to achieve and grow in their roles. in 2023, 3 team members have had opportunities to become Acting Team Leaders.
Customer Service Representative
Service NSW
Parramatta
06.2021 - 08.2021
- Answer customer inquiries in relation to Covid business, Micro-business and JobSaver Grants, providing accurate and up to date information.
- Follow up and provide status updates for business grant applications
- Review and provide up to date information to customers who request information pertaining to the Covid rules and restrictions within NSW.
- Provide excellent customer service to resolve customer complaints in a timely manner.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Customer Service Representative
Service NSW on behalf of NSW Health
Parramatta
05.2021 - 07.2021
- Taking calls within the newly set up Cyber Incident contact centre, supporting NSW Health after a recent Cyber Breach.
- Floor walk/supervise contact centre operators and act as local SME around cyber incident calls and escalations.
- Engage with contact centre operators to ensure documentation and processes are up to date and effectively used.
Customer Concierge Operator
Service NSW
Parramatta
06.2020 - 06.2021
- Work within Service NSW Contact Centre in to assist customers on eToll, CTP insurance and Toll Relief queries.
- Floor walk/supervise contact centre operators and act as local SME around eToll queries and escalations.
- Trained new starters within the eToll skill.
- Engage with contact centre operators to ensure documentation and processes are up to date and effectively used.
- Where required, monitor and advise call centre statistics to ensure optimum resource coverage to meet call volumes.
Volunteer
Foodbank NSW/ACT
Glendenning
03.2020 - 06.2020
- Sorting food and non-food items to be packed, ready for donations.
- Packing pallets with food and non-food items to be donated to schools, charities and church groups.
EBusiness Operations Team Leader
Winc Australia Pty Limited
Mascot
01.2017 - 01.2020
- Led a team of 4 eBusiness Project Managers successfully scope, develop, and implement EDI integrations between Winc and its customers and suppliers.
- Managed the pipeline of active and upcoming eBusiness projects.
- Undertook initial connectivity testing between customers and Winc prior to handover to a dedicated eBusiness Project Manager to complete.
- First point of contact for customers both within and outside of Winc to facilitate the resolution of operational queries pertaining to EDI integrations.
- eBusiness Subject Matter Expert, providing advice wherever integrations were required and/or impacted by other projects.
- Provide project completion reporting and attendance at monthly IT leadership team meetings.
Senior EBusiness Project Manager
Staples Australia/Winc Australia
Mascot
01.2008 - 01.2017
- Implemented over 100 EDI integrations for Staples’ customers
- Highly skilled in cXML, xCBL, EDIFACT, X12
- Managed the pipeline of active and upcoming eBusiness projects
- Participated in meetings with customers and account managers discuss Staples’ eBusiness solutions and how best it could meet the customer’s eProcurement needs
- Managed testing of monthly releases for the Staples online ordering platform – NetXpress
- Provided training and guidance of Staples’ eBusiness offering during monthly induction workshops
- Participated in panel discussions and public forums, representing Staples’ eBusiness team in such events as the Ariba Supplier Success Day.
Business Analyst
PriceWaterhouseCoopers
01.2007 - 01.2008
IT Business Analyst
Wesfarmers Industrial and Safety
01.2004 - 01.2007
Education
Graduate Certificate of Management -
MGSM
Graduate Diploma of Management -
MGSM
Bachelor of Business And Commerce -
UWS
Skills
- Team Leadership - Coach and mentor team members to meet and exceed customer and business commitments as well as to identify personal and professional growth opportunities
- Resource Planner and Team Leadership - Effectively managed PMO with 3 eBusiness Project Managers, delivering reduction of over 60% in project timelines YoY Effectively managed all inbound project requests and allocated appropriate resource allocation within the team to successfully lead and complete over 50 projects per year
- Project Management – Track record in ascertaining the correct scope in order to best plan timelines and resource requirements in order to set realistic expectations
- Integration Specialist – Successfully integrated over 100 companies to an eProcurement platform in order to reduce cost to serve and improve processes Key focus on ensuring data cleanliness and usability to maximise solution outcomes
- EDI Expert – Over 12 years’ experience in cXML, xCBL and EDI standards, as well as middleware (webMethods and Biztalk) and document mapping knowledge
- eProcurement Professional – Took charge of the implementation of a range of eProcurement solutions, including, but not limited to, Ariba, Oracle, Technology One and Coupa
Accomplishments
- Reduced Integration project turnaround times by 66% between 2018 and 2019, despite experiencing headcount reduction in team due to restructure.
- Facilitated transition of all EDI trading partners in New Zealand as part of the Winc New Zealand Separation over a 3-day engagement. Transition resulted in zero downtime for both Winc New Zealand as well as their EDI customers.
- Successfully tested and migrated over 100 Integrated partners as part of Winc’s middleware upgrade. Project was completed with zero negative impact for Winc and its customers.
- Facilitated transition of all EDI trading partners across multiple platforms as part of the OfficeMax/Winc merge in 2019. This resulted in streamlining all EDI connections through 1 common platform (webMethods).
- Successfully managed and implemented the integration of NSW Department of Education, including a re-platform of their eProcurement solution. Customer is worth in excess of $50 million p.a to Winc.
Certifications And Memberships
- ITIL v3 Foundation certified.
- Prince 2 Foundation certified.
- Diploma in Market Research conferred by the Australian Market & Social Research Society
- Full membership of the Australian Institute of Project Managers
References
References are available on request.
Certification
- Prince2 Foundations Certified
- ITIL Foundation Certified
- Australian Institute of Project Management Full Member
Timeline
Team Leader
Service NSW
08.2021 - Current
Customer Service Representative
Service NSW
06.2021 - 08.2021
Customer Service Representative
Service NSW on behalf of NSW Health
05.2021 - 07.2021
Customer Concierge Operator
Service NSW
06.2020 - 06.2021
Volunteer
Foodbank NSW/ACT
03.2020 - 06.2020
EBusiness Operations Team Leader
Winc Australia Pty Limited
01.2017 - 01.2020
Senior EBusiness Project Manager
Staples Australia/Winc Australia
01.2008 - 01.2017
Business Analyst
PriceWaterhouseCoopers
01.2007 - 01.2008
IT Business Analyst
Wesfarmers Industrial and Safety
01.2004 - 01.2007
Graduate Certificate of Management -
MGSM
Graduate Diploma of Management -
MGSM
Bachelor of Business And Commerce -
UWS
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