PROFIL TRAINER

                                                         
Headlines
•       Freelance Excellence Trainer and Podcaster. 
•       Experiences Develop and training Service Excellence, Sales Excellence, Service
Management System,Customer Service Mindset, Handling Complaint, Service
Design, Public Speaking, Customer Relations,  Customer Survey, Basic
Leadership.
•       A practitioner in Service Management with Experiences in Top 1 Automotive
Company in Indonesia.
•       Graduated from Public Relations and Magister Management.
•       Deep Understanding how to manage Customer Satisfaction & How to Implement
Sales Process.

PERSONAL DATA
•       Name                      : Vemmy Riyanti, S.IK,
MM.                                                                                        
•       No HP/e-mail        : 0812 9278413 / vemmyr@gmail.com                                         
•       Birth Place/Date    : Bandung, 25 November 
•       Status                      : Married.
•       Address                    : Komp. PTB Duren Sawit Blok M4 No. 3 Jakarta Timur.
•       Formal Education  : Magister Management at Kalbis Institute (BINUS GROUP) Jakarta 2015-
2017, GPA  3,93. Bachelor of Public Relation at Sahid University Jakarta 1998-2003  GPA 3,47.

·       Informal Edu          : Graduated of General English at LIA (Advance Level) Jakarta

2002. 
  

WORKING EXPERIENCES:  
•       Associated with PT. Sinergi Media Sukses Consulting, Jakarta  (2017 – now) as trainer
and project leader.
•       Associated with  Karir Jitu Indonesia, GNV Consulting, AAMC Australia Consulting,
Sahara Consulting, Arkademi e-learning. (2015 – now).
•       PT. Mitra Pinasthika Mustika (MPM) Auto  (1 January 2014-March 2015) as Service
Quality Manager.
•       TRAC ASTRA (September 2011 – December 2013) as Customer Asistance Dept Head.
•       NISSAN MOTOR INDONESIA ( August 2003 – September 2010) as Customer Relation
SPV.

 TRAINER/FACILITATOR EXPERIENCES:
·       As Service Excellence Trainer at Citra Living Apartment, Jakarta 2021.
•       As Sales Excellence Process Trainer at Pro Emergency (Health Service Company),
Bogor  2021.
•       As Service Excellence Trainer at PT. Inti Makmur Lumasindo (Distributor of MOBIL 1
Motor Oil Company),  Jakarta 2021.
•       As Speaker at Arkademi.com (Open On Line Course), Jakarta 2021.
•       As Speaker at PPKD (Regional Job Training Centre), Jakarta Timur 2020.
•       As Regular Trainer at  Indonesian Ministry of Manpower : Service, Grooming,   Bekasi
2015 -2020.
•       As Public Speaking Trainer at LKP Daun Mas Media Husada (Herbal Course), Jakarta
2019.
•       As Guest Speaker ‘Effective Communication ‘ for staff at High School SMK 30 Jakarta, 
2019.
•       As Public Speaking Trainer at GNV Consultant For BNI, Bank Of China,  2019.
•       As Service Excellence Trainer for enterpreneur at Pisangan Distric, Jakarta  2019.
•       As Service Excellence Trainer at Emergency PRO (Health Service Company) Bogor,
2019.
•       As Guest Speaker for Service Excellence at Kalbe Care Grand Metropolitan, 2019.
•       As Sales Supporting Trainer at Heildelberg-Indocement for Sales Training, Gunung
Putri Bogor 2017-2019.
•       As Guest Speaker for Service Excellence with Haryanto Kandani, Jakarta 2019.
•       As Basic Leadership Trainer at PRO Emergency (Health Service Company) Bogor,
2018.
•       As Public Speaking Trainer for Attorney, Gorontalo North Sulawesi, 2018.
•       As Moderator at ASP3I (Community) – Jakarta 2017.
 •       As Trainer at Intermedia Book store : Professional Image, Service Excellence mindset,
Service Attitude, Handling Complain, Moment Of Truth, Effective Communication,
Jakarta 2017
•       As Trainer at SPIL Logistic :  How to respect customers, Service Mindset,  Professional
Image & Etiquette, Service Attitude, Customer Satisfaction measurement, Surabaya
2017.
•       As support call centre for Google “Women Will project”, Jakarta 2017.
•       As Trainer at For ASTRA, MPM Auto,  Nissan Motor Indonesia : Customer Satisfaction,
Basic Service, Professional Image and Etiquette, Handling Complain Professionals
Include service management development, Jakarta 2003 – 2015.
 
 
 
PT. MITRA PINASTHIKA MUSTIKA (MPM AUTO NISSAN DATSUN) 2014-2015
Position: Service Quality Manager.
Responsibilities:
§  Voice Customer Management.
§  Service Culture Development.
§  Customer Relation Officer Enhancement at dealership.
§  Training service culture.
§  Operating excellence.

KPI:
§  Top Box SSI 33 %.  (SSI: Sales satisfaction Index in showroom).
§  Top Box CSI 23 % (CSI: Customer satisfaction Index in workshop).

TRAC ASTRA 2011-2013

Position:  Customer Assistance Centre Head (CAC-Head)
Responsibilities:
§  Responsible for CSI Index (Customer Satisfaction Index survey).
§  Give direction based on mission, monitoring and evaluation of department and activities
for ensuring KPIachievement.
§  Leading and analysis the customer voice from contact centre (CRM) and leading score for
improvement.
§  Cross functional with other department heads at  branch for  improvement / feedback /
new project base on CAC Data as contact centre.
§  Responsible of training development for customer care coordinator, call centre agent for
service excellent value to customers.
§  Closely monitor branch performance. 
§  Controlling Service recovery index and coordinating with branch manager for
implementation.
§  Conducting customer satisfaction program (customer relation, service culture) and report
to management.
 §  Develop and managing the mystery shopper development and action plan.
§  Organizing annual National Conference. 
§  Analyze and evaluate performance of Team Leaders and Agents performance based on
SOP.

 Target CAC Department HEAD:

§  Service Recovery Index 90 %.
§  Service Level Contact Centre 90%.

Appreciation & trainings/seminar:

§  Runner Up from ASTRA Quality & Inovation Award For Project: Increase Service Level to
100 %, Jakarta July 2013.
§  Best Call Centre 2013 for Rent Industry Category from CCSI CCSI : Survey Independent
from Service Excellence Magazine, Jakarta March 7   2013.
th

§  ‘Corporate culture in Action’ By Prasetyamulya Business School, Jakarta July 2sd 2013.
§  ‘Couching & Counseling’ by HRD TRAC. Jakarta  June 25   2013.     th

§  ‘Behavioral Interview’ by HRD TRAC. Jakarta  June 19   2013. th

§  ‘Service Leadership’ by  Service Quality Centre. Sukabumi May 29 -31  2013.
th

§  ‘Basic Mentality Future Leadership’ by HRD TRAC. Purwakarta May 14 -16   2013th th

§  ‘ Agent of Change’ by HRD TRAC.  Bogor,  March 13 -15   2013

th th

§  ‘8 Etos Kerja Profesional’ by Jansen Sinamo. Jakarta, February 15   2013th

§  ‘Serasi Service Standart’ by HRD TRAC.  Jakarta, November 2011

 

NISSAN MOTOR INDONESIA 2003-2010

Position : Customer Relation Supervisor
Responsibility:

§  Responsible to Analyst and indentify the SSI/CSI  JD Power Result every once in a
year and the Local survey every month for improvement. *SSI=Sales Satisfaction
Index, *CSI=Customer Satisfaction Index.
§  Made some counter measures and improvement, controlling based on CSI and SSI
survey result for weak dealers . 
§  Maintain Nissan Sales and Service Way (NSSW) by conducted Dealer Process Review
to dealer.
§   Responsible of Customer satisfaction  training development for sales, service advisor,
part sales. (NSSW Video, roleplay materials, method available from Nissan Motor Co,
Ltd) 
§  To design and develop a constructive and sustainable customer satisfaction program
 for long term such as Customer Handling Standard / SOP.
§  Leading Customer data result to  Sales & Marketing, After Sales, Dealer Development
which were related of customer voice. 
§  Controlling Customer Relation Officer (CRO) at dealership.
§  Organize some conference of customer satisfaction event.
 
Target Customer Relation Supervisor:
 
§  Achieve Nissan TOP 3 Rank from JD Power Survey Result.
§  Achieve Nissan Local Survey Result average 9.0.
 
 
Additional Job:
 
§  Management Workplace (5 S) Coordinator.
§  Committee of new product launching.
 
 
Appreciation & trainings/seminar:
§  Achieving ‘Employee Act Champion’ , Jakarta October 18th  2008.
§  Achieving The Best Employee of motivate. Jakarta, February 18   2008. th

§  V-Decide Project for renewal Emergency Road Assistant Nissan Card Members. Jakarta
July 1   2008.
st

§  Achieving Creative young marketing for Grand Livina Lauching

Project  from Majalah SWA No.06/XXIV/19 Maret-2 April Jakarta 2008.
§  Achieving recognition card from Nissan Motor Indonesia President Director Norio Ota
The issue was Motivation Project. Jakarta  November 2007.
§  Achieve Nissan GOM (General overseas market) Special Award 
For Nissan Design Forum (For Grand Livina Project). Jakarta Jully 5   2007. th

§  Achieve Nissan GOM (General overseas market) Chairman Award

 for Benchmark Activity Project. Jakarta May 3   2006.rd

§  Training Bootcamp & Contest "Melejitkan Kemampuan Delivery”

Training Anda" by Jamil Anggaini, Inspirator Sukses Mulia. Bogor,  August 6 -8   2010.
th th

§  Tehnik Penyusunan SOP by Rudi M Tambunan Asia Integrity. Jakarta March 19   2009. th

§  5 S (workplace management) + 1 Safety  by Widhi Setyo Kusumo 

White House Consulting. Jakarta August 23   2008.
rd

§  Facilitators Training Program  by Akira Kaetsu, V-up Promotion 

and Support Team Nissan Motor Co., LTD. Jakarta, December 10   2007. th

§  Becoming Excellent People By Marihot Hutayan 

Winmark 2020 Association Jakarta November 14 -15   2006. th th

§  Training For Trainers Workshop By Prasetya Mulya Executive 

Deveplopment program. Jakarta  May 11 -12   2006.
th th

§  How To Set Up An Event Organizer Business by Yanto Sugiharto. Jakarta April 27   2006. th

§  How to conduct dealer process review by Nissan Motor Co. Tokyo  October 2005
§  Creating Customer Satisfaction By Hermawan Kertajaya.  Anyer, 22 September 2005
§  NSSW Training by Hasimoto Nissan Motor Co, LTd.  Jakarta, November 2003

 
TRAINING ATTANDANCES BY CONSULTANT
§   IKIGAI at work by HC4US. Jakarta 2021.
§  Tyre Management by LSP LPK Total Manunggal Sejati 2021.
§  Public Speaking ,Sales Development, Train For trainer by Haryanto Kandani. Jakarta
2018.
§  Project Enhancement for business at Kalbis Institute. Jakarta 2017.
§  Branding Development by Magister Management Universitas Pelita Harapan 2016.
§  Expert Sharing Attendance “ The Leadership Strategy For Enhancing Competitiveness
Through Good Corporate Governance” – Kalbis Institute. Jakarta March 16   2016.
th

§  Expert Sharing Attendance “ The Competitiveness Of Hospitality Industry in ASEAN

Economic Community” – Kalbis Institute. Jakarta January 27   2016.
th

§  Expert Sharing attendance “ The Dynamic of FMCG Industry towards AEC 2015” –
Kalbis Institute. Jakarta  November 11   2015.
th

§  Training “ Wanna Be Trainer” – Akademi Trainer by Jamil Azzaini. Bogor September

18 -20   2015.
th th

§  HRD Forum “ HR/HC Boosts People Productivity” by Human Capital For Us. Jakarta 
February 21th   2016.
§  HRD Forum “ Peningkatan kualitas SDM Indonesia dengan pengembangan
talentasebagai upaya peningkatan daya saing menghadapi MEA” by Human Capital
For Us. Jakarta October 10th 2015.
§  ‘Corporate culture in Action’ By Prasetyamulya Business School. Jakarta July 2rd 
2013.
§  ESQ Basic Training by Ary Ginanjar ESQ Leadership Training.  Jakarta August  23th –
25th August 2010.
§  How To Develop A Highly Profitable Customer-Retention 
       Program by James Gwee Seminar Power Series.  Jakarta June 23th  2012.