Louisa Niawati
Sydney,NSW
Summary
Dynamic Senior Customer Solutions Consultant at SiteMinder with a proven track record in process improvement and technical troubleshooting. Expert in CRM software, I excel in cross-functional collaboration and effective communication, driving customer satisfaction and optimizing service delivery. Passionate about mentoring teams and enhancing customer experiences through data-driven insights.
Overview
6
6
years of professional experience
Work History
Senior Customer Solutions Consultant
SiteMinder
Sydney, NSW
04.2020 - Current
- Researched customer complaints and provided solutions to resolve their issues.
- Assisted in training new team members on best practices for providing excellent customer service.
- Provided technical assistance to customers with inquiries and problems.
- Identified opportunities for process improvement within the customer service department.
- Identified opportunities for improvement in current processes and procedures related to customer service.
- Developed customized solutions based on individual client requirements.
- Maintained detailed records of customer interactions using CRM software.
- Collaborated with cross-functional teams to resolve complex customer issues.
- Monitored customer feedback to better understand their needs and preferences.
- Analyzed customer feedback to improve the overall experience for future customers.
- Actively participated in meetings with other departments to ensure seamless integration between teams when resolving complex cases.
- Collaborated closely with other departments such as marketing, sales, and finance when necessary.
Service Desk Team Leader
SiteMinder
Sydney, NSW
08.2019 - 04.2020
- Facilitated communication between customers and internal teams when necessary.
- Conducted regular team meetings to review progress and discuss any issues or concerns.
- Coordinated with other departments to resolve customer inquiries in a timely manner.
- Developed KPIs for tracking the effectiveness of service desk operations.
- Ensured that team members were adhering to established policies and procedures related to customer service delivery.
- Implemented changes based on user feedback from surveys or focus groups.
- Created reports on daily call volume trends and system utilization metrics for management review.
- Assisted in the recruitment, training, and development of new Service Desk personnel.
- Analyzed customer feedback data to identify areas of improvement in services provided by the Service Desk.
- Provided guidance and mentorship to junior team members when needed.
- Provided coaching and mentoring to junior staff members when needed.
- Generated monthly performance reviews for each member of the Service Desk team.
- Identified opportunities for process optimization through automation initiatives.
- Monitored the performance of service desk operations, ensuring high quality customer service.
- Maintained positive working relationship with fellow staff and management.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
- Collected, analyzed and reported on data for use in operational planning.
Education
Sarjana Perhotelan - Hotel Management & Administration
Sekolah Tinggi Pariwisata Bali
Bali, Indonesia07-1997
Skills
- Customer relationship management
- CRM software
- Technical troubleshooting
- Process improvement
- Data analysis
- Team leadership
- Cross-functional collaboration
- Problem solving
- Effective communication
- Conflict resolution
- Training development
- Customer relations
- Workflow optimization
- Adaptability and flexibility
- Goal setting
- Service optimization
Affiliations
- Bush walking
- Hiking
- Travelling
- Reading
- Singing (Choir)
Languages
English
Professional
Indonesian
Professional
References
References available upon request.
Timeline
Senior Customer Solutions Consultant
SiteMinder
04.2020 - Current
Service Desk Team Leader
SiteMinder
08.2019 - 04.2020
Sarjana Perhotelan - Hotel Management & Administration
Sekolah Tinggi Pariwisata Bali
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