Summary
Overview
Work History
Education
Skills
References
Languages
Affiliations
Timeline
Generic

Surya Yulianti

Glen Huntly,VIC

Summary

Highly experienced customer service professional, specialising in member services, complaints management, customer fulfillment, and retention. Considerable sales and marketing experience in property time-share and hospitality sectors. Broad office administration including some HR functions and payroll. Secretarial and PA support to senior management, including preparing reports for board meetings. Other experience in hospitality sector including F&B and promotions.

Overview

12
12
years of professional experience

Work History

HR Assistant

PT. Pesona Austina Property (Bali Realty Holiday Villas)
04.2019 - 04.2020
  • Perform administrative duties, such as maintaining employee database and sorting emails for the HR department
  • Maintain proper records of employee attendance and leaves
  • Assist HR Manager in policy formulation, hiring and salary administration
  • Submit online job postings, shortlist candidates and schedule job interviews
  • Coordinate orientation and training sessions for new employees
  • Ensure smooth communication with employees and timely resolution to their queries

Owner Relations Officer

Rama Holidays
09.2017 - 12.2018
  • Provide sales support and after sales service, including contract preparation and signing, ensuring new members are fully aware of the terms and conditions of the sale.
  • Respond to telephone, email and postal enquiries and complaints from members on a variety of issues, resolve enquiries and complaints where possible and appropriately refer matters as applicable.
  • Make reservation bookings for members.
  • Process collection of monthly instalments from members and prepare reports for operations manager.

caring for ill family member

Family Duties
03.2017 - 08.2017

Member Solution and Resolution Specialist

Accor Vacation Club Asia
07.2016 - 02.2017
  • Respond to telephone and email enquiries and complaints from members.
  • Make reservation bookings for members.
  • Prepare weekly and monthly reports for member services manager.

Reputation Management

Karma Royal Resort International
10.2014 - 06.2016
  • Receive emails and monitor commentary on social media from members and guests, manage responses to negative comments including internal referral and escalation as appropriate.
  • Distribute to managers at relevant group resorts for response, providing background analysis and insight to assist in forming responses, wherever possible.
  • Prepare regular detailed reports, including actions taken by group resorts managers, to the Vice President of Business and Marketing.

Member Services

Regent Holidays
09.2008 - 09.2014
  • As the face of the company exercise judgement, tact, discretion, courtesy and forbearance in dealings with all members, while adhering to company policies and procedures.
  • Undertake all office administration functions including correspondence and record keeping, inter-departmental liaison and co-ordination, diary maintenance and transport arrangements.
  • Receive and manage member monthly payments, manage office expenditure, provide daily and monthly financial reports.
  • Prepare and execute contracts for new members, often requiring after-hours travel to members’ location.
  • Make reservation bookings for members.
  • Identify, report and provide advice to management on issues and trends associated with member enquiries, complaints and concomitant staff workload.

Personal Assistant to Managing Director

PT SSI Indonesia
01.2008 - 09.2008
  • Provide daily administrative and secretarial support to managing director, including managing correspondence, diary scheduling, transport and catering
  • Liaise with internal and external stakeholders for purposes including meetings scheduling, research and briefings preparation.

Education

UCC Computer College - office application (intermediate MS Word, Excel, Outlook and thunderbird)

01.2008

EF English First level 3 -

01.2007

Senior High School -

Palembang, Sumatra Selatan
01.1993

Skills

  • Customer service, member services
  • Complaints handling, conflict resolution
  • Sales and marketing
  • Order fulfillment
  • Office administration, including payroll
  • Report preparation, including for senior management
  • Computer literacy, files management
  • Effective and appropriate written and verbal communication
  • Organisational skills, details and accuracy focus, in a timely manner
  • Professional approach, results driven, loyal and always acting with integrity

References

  • Mr, Lendra, Admin and Member Service Manager, 0817 9754432, Rama Holidays
  • Mr, John Sheperd, Managing director, 0818 348748, PT SSI Indonesia
  • Mr, Eduar Haryadi, HR Manager, PT Pesona Austina Property (Bali Realty Holiday Villas)

Languages

English
Professional
Bahasa Indonesia
Professional

Affiliations

  • Eligible to work in Australia under Prospective Marriage (subclass 300) visa

Timeline

HR Assistant

PT. Pesona Austina Property (Bali Realty Holiday Villas)
04.2019 - 04.2020

Owner Relations Officer

Rama Holidays
09.2017 - 12.2018

caring for ill family member

Family Duties
03.2017 - 08.2017

Member Solution and Resolution Specialist

Accor Vacation Club Asia
07.2016 - 02.2017

Reputation Management

Karma Royal Resort International
10.2014 - 06.2016

Member Services

Regent Holidays
09.2008 - 09.2014

Personal Assistant to Managing Director

PT SSI Indonesia
01.2008 - 09.2008

UCC Computer College - office application (intermediate MS Word, Excel, Outlook and thunderbird)

EF English First level 3 -

Senior High School -

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Surya Yulianti