Summary
Overview
Work History
Education
Skills
Affiliations
Languages
Websites
References
Timeline
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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, Indonesia
07-1997

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
Louisa Niawati