William Irawan
Tarneit,VIC
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
DiDi Driver – Customer Service & Transportation
DiDi
Melbourne, VIC
02.2023 - Current
- Managed time efficiently when making multiple stops along designated routes
- Maintained accurate logs of vehicle inspections and repair status
- Picked up clients from specific locations to transport and drop off at destinations
- Enhanced customer satisfaction by providing courteous and professional service
- Maintained delivery schedules without compromising safety
Client Service Manager
Sonata CX
Melbourne, Australia
02.2017 - 01.2025
- Company Overview: Sonata CX is a leading end-to-end customer experience measurement company with over 27 years of industry expertise
- Managed a portfolio of 10 clients, ensuring timely resolution of inquiries and escalations
- Act as the primary liaison for client escalations, building trust and maintaining positive relationships with key stakeholders
- Developed and implemented strategies to improve client satisfaction, increasing KPI by 9%
- Analyze service desk metrics, including ticket volumes, resolution times, and issue trends, to drive continuous improvement
- Facilitate client workshops and strategic discussions to address service concerns and identify areas for enhancement
- Work closely with internal teams to relay client feedback and implement necessary system updates or feature enhancements
- Identify and drive up-selling opportunities for new features and services, increasing client engagement and product adoption
- Communicate critical updates and system changes effectively to clients, ensuring transparency and seamless transitions
- Led process improvement initiatives, reducing resolution times and enhancing overall client experience
- Coordinated with product and development teams to address recurring client issues and improve system functionalities
Bakery Manager
Coles Supermarket
Sydney and Melbourne, Australia
11.2003 - 02.2017
- Company Overview: Coles is a leading national supermarket and convenience retailer in Australia, generating over $39 billion in annual revenue (2024) and ranked as the 2nd largest retailer globally
- Managed a team of 15 to ensure the delivery of high-quality products and services aligned with 'The Coles Way'
- Maintained inventory of supplies, ingredients and equipment used in the production process.
- Ensured compliance with food safety regulations and health codes in the bakery area.
- Oversaw daily workflows, taking a leadership role in improving operational efficiency and implementing effective rostering practices
- Reviewed trading profit and scorecards, reporting directly to the Store Manager
- Conducted training sessions to upskill team members and improve productivity
Radio Broadcaster
Radio 2OOO (98.5FM)
Sydney, Australia
02.2012 - 01.2014
- Company Overview: 2000FM (callsign 2OOO) is a multilingual community radio station broadcasting to Sydney in languages other than English from studios in the suburb of Burwood
- It is a volunteer run organization and is funded through listener support, grants and limited commercial sponsorship
- Hosted on-air shows, live announcements, and conducted interviews for talk shows
- Developed and produced various radio content
- Researched, wrote, produced, translated, and presented audio content
- Conducted interviews with guests on air
- Developed and implemented creative radio programming strategies
Education
Bachelor of Business Management -
Holmes Institute
Sydney, NSW11.2007
Skills
- Client Relationship Management
- Strong Decision-Making
- Tech-Savvy
- Data Analysis & Reporting
- Process Optimization & KPI Management
- Conflict Resolution & Escalation Handling
- Workshop Facilitation & Strategic Discussions
- Up-Selling & Client Advocacy
- Team Collaboration
- Passenger transportation
- Problem-solving
- Safety management
Websites
Accomplishments
- 02/01/19, Project Leader for Shell Global Program. Selected to lead a new Shell global program, overseeing project planning, setup, testing, system documentation, and user training. Successfully managed the integration of multiple systems and developed process documentation that streamlined departmental workflows, filling a critical gap where none previously existed.
- 07/01/16, 'Sales Increase Award'. Achieved the highest sales and profit growth in the Victoria region for the 2015-2016 financial year. Exceeded forecasted sales, reduced costs by 30%, and increased profit margins from 3% to 14%.
Hobbies and Interests
- Networking and client relationship-building activities
- Volunteer at church, assisting with Sunday School activities
- Sports coaching (Badminton) and youth mentorship
- Board games and Online strategic games
Languages
Indonesian
Native/ Bilingual
References
- Michael Sercia, Sonata CX, Client Service Director, 0414300901
- Yuri Tjhandana, Sonata CX, Chief Information Officer, 0433286227
Timeline
DiDi Driver – Customer Service & Transportation
DiDi
02.2023 - Current
Client Service Manager
Sonata CX
02.2017 - 01.2025
Radio Broadcaster
Radio 2OOO (98.5FM)
02.2012 - 01.2014
Bakery Manager
Coles Supermarket
11.2003 - 02.2017
Bachelor of Business Management -
Holmes Institute
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