Steven Sudarwi
Telesales Supervisor
Makati
Summary
Diligent call center management professional effective at training, motivating and directing teams to reach quotas and outperform expectations for sales, service quality and productivity. Thrives in environments with 15+ personnel and aggressive targets. Detail-oriented and tireless in pursuing ways to strengthen processes, energize teams and overhaul procedures.
Overview
13
13
years of professional experience
3
3
years of post-secondary education
4
4
Languages
Work History
Telesales Supervisor
Tri7 Solutions, Inc.
Makati
07.2021 - Current
- Maximized productivity by directing training and mentoring of each employee.
- Monitored call quality, speed and effectiveness of each team member and developed improvement plans to help each agent reach full potential.
- Collaborated with upper management about ways to improve customer experience and increase sales.
- Led team of 17 sales professionals to achieve company targets.
- Built strong relationships with high level clients by following up on current profile and suggesting new promotions.
- Assisted sales team members in developing customer relationships, and building customer loyalty.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
- Communicated customer feedback and complaints to team members to promote proper resolution.
Senior Digital Marketing Specialist
Blacksire Technology co., LTD
Selangor
04.2019 - 06.2021
- Created and deployed social media content, engaged with target audiences and boosted reach with strategic ad placements.
- Managed digital projects from initial concept through final implementation and live monitoring.
- Created Pay-Per-Click campaigns to drive targeted traffic to company website.
- Created reports on digital marketing efforts using analytics tools to track and measure digital marketing success for management.
- Increased brand awareness with ambassador partnerships and targeted email campaigns.
- Evaluated market trends to stay current on customer and competitor changes.
- Established and maintained positive relationships with key partners.
Senior Customer Service Representative
Aquoz Solutions Inc
Makati
11.2014 - 02.2019
- Engaged clients by livechat, email and over phone to answer questions and address complaints.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Resolved concerns with products or services to help with retention and drive sales.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Coached new team members on service techniques and provided scoring through quality assurance program.
Customer Service Officer
Mayfair International Technologies INC
Makati
05.2014 - 11.2014
- Engaged clients by livechat, email and over phone to answer questions and address complaints.
- Researched and rapidly resolved client conflicts to maintain key accounts.
- Resolved concerns with products or services to help with retention and drive sales.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Escalated issues to proper supervisors when standard processes were not effective.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
Export Sales Executive
Indonesia Fibreboard Industry
Jakarta
12.2013 - 05.2014
- Designed export strategies to meet project delivery requirements.
- Prepared various export and supplier forms for customs submittal.
- Gathered market intelligence and provided guidance to the superior to promote Fiberboard products overseas.
- Compiled purchase orders to post international shipments in company logs.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Implemented systems and procedures to increase sales.
- Managed accounts to retain existing relationships and grow share of business.
Export Sales Executive
Kirana Pacifik Luas
Jakarta
06.2013 - 12.2013
- Designed export strategies to meet project delivery requirements.
- Prepared various export and supplier forms for customs submittal.
- Gathered market intelligence and provided guidance to the superior to promote spesific products overseas.
- Compiled purchase orders to post international shipments in company logs.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Implemented systems and procedures to increase sales.
- Managed accounts to retain existing relationships and grow share of business.
Office Manager
Transnasional Lancar Sukses
Jakarta
08.2010 - 06.2013
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Maintained computer and physical filing systems.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Updated reports, managed accounts, and generated reports for company database.
- Created, maintained and updated filing systems for paper and electronic documents.
- Controlled finances to lower costs and keep business operating within budget.
Education
High School Diploma -
St. Christopher 1
Jakarta, Indonesia 06.2007 - 06.2010
No Degree - Hotel Management
Bunda Mulia University
Jakarta, Indonesia 04.2001 -
Skills
Employee training
Staff Management
Sales and marketing
Excellent customer service
Creative problem solving
Account management
Additional Information
Professional Development –
Over these few years, I felt that my empathy, positivity, patience, clarity in communication is developed when I do my job as customer service, while marketing roles help me to understand how to achieve company targeted revenue. I’m looking for continuous improvement in all my aspects as well. There are a lot of things that I wish to learn.
Hobbies and Interests –
• Traveling
• Music
• Sports and Martial Arts
Others –
Adaptable person, and always ready to relocate for a new challenge.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Timeline
Telesales Supervisor
Tri7 Solutions, Inc.
07.2021 - Current
Senior Digital Marketing Specialist
Blacksire Technology co., LTD
04.2019 - 06.2021
Senior Customer Service Representative
Aquoz Solutions Inc
11.2014 - 02.2019
Customer Service Officer
Mayfair International Technologies INC
05.2014 - 11.2014
Export Sales Executive
Indonesia Fibreboard Industry
12.2013 - 05.2014
Export Sales Executive
Kirana Pacifik Luas
06.2013 - 12.2013
Office Manager
Transnasional Lancar Sukses
08.2010 - 06.2013
High School Diploma -
St. Christopher 1
06.2007 - 06.2010
No Degree - Hotel Management
Bunda Mulia University
04.2001 -