Wendy Beljabicensio Pedro

Mobile: +62818954136

WORKING EXPERIENCES

 Aug 2023- present Rumah Siap Kerja, CRM Trainer (freelance)

 Sep – Oct 2022
industries
 Aug 2021- present
 Jun 2018 - February 2020
 Apr 2017 - May 2017
 Apr 2016 - May 2016
 Dec 2015 - April 2016
 Sep 2014 - Nov 2015
 Feb 2014 - Aug 2014
 March - April 2014
 Jan 2013- Dec 2013
 March 2012 - Dec 2012
 March 2006 - March 2012
 March 2005 - Feb 2006
 April 2004 - Feb 2005
 April 2003 - March 2004
 August 2001 - Jan 2003
in Jakarta)
 Feb 1999 - July 2001
 Sep 1998 - Nov 1998
 Nov 1996 - Aug 1998
 July 1988 - Oct 1996
Telkom Sigma Digital Signature Campaign for manufacturing
Senior Telemarketing at Madev Digital Solusi
Telemarketing Specialist at Tech Data Indonesia
Web Content Evaluator Appen Project, USA
CSC Consultant Team for iForte revamp Contact Center project
Social Media Evaluator, Appen Project, USA
Head of Customer Relations (Contact Center) Blue Fox Indonesia
Service Excellence Trainer for ASTINDO, Jakarta
Contact Center Consultant CaptivM
Project Leader for 168Solution
(Contact Center Consulting in Indonesia)
CRM Senior Account Manager at PT. Provaliant
CRM Contact Center Manager at PT. Ewaysindo Makmur
Panorama Travel Branch Manager
Abbey Travel General Manager
MBICC Junior Manager( Microsoft Partner with Sigma Cipta Caraka)
Business Development Manager Travoo Online (first on line travel
A-Tour Travel, South Jakarta
West Coast USA (free lance at an Indonesian travel agent)
Junior Manager at Excelcomindo Pratama ( now XL Axiata )
Air France Sales Excecutive

 Create tele script for tele agents for IT campaign on various industries
(anti virus, hardware, software in collaboration with presales of each
solution/product)
 Understand business process of Contact Center Operations
 Involved in Customer Relationship Management (CRM) Loyalty
Program process for Abbott, Anlene, Frisian Flag (by Ewaysindo)
 Experience in running Call Center operation Maintain various clients
from retail customer, consumer goods (milk formula, cigarettes)
banking, automotive.

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  Create tailor-made training material according to different client or
program
 Knowledge of airline/travel industry

PROFESSIONAL EXPERIENCE

Trainer

o CRM
o Service Excellence
o Effective Communication Skills
o Basic Customer Service
o Managing Phone Interactions

Trainer at Rumah Siap Kerja

Responsible to conduct online training (via zoom) to the participants whom holding
the Kartu Prakerja issued by the Government. All training materials has been
prepared and provided by Rumah Siap Kerja. Sharing my CRM experiences at this
training and conduct practice using CRM platform online

Senior Telemarketing at Madev Digital Solusi

Madev Difital focus to serve their clients which are mostly IT Distributor, Partner
or Principal. Collaborate with Marketing Communication team to fulfill client
request for RSVP events, event follow up, Special Campaign in order to get Leads
for their products/solution. Earned experienced of IT product knowledge from all
enablement and trainings both from Tech Data and Madev Digital Solusi

Telemarketing Specialist at Tech Data

Responsible for daily operation at Telemarketing Unit consist of 3 agents (MLQ)

which is part of Marketing Communication Team.
Ensure that all leads are being well follow up. Qualified and ensure the process
adhered to SLA. Build good cooperation among teams in order to achieve yearly
target. (Marcom, Inside Sales Rep, Pre Sales, Admin, Account Team)
Ensure team member and myself for being updated on all IT products by attending
trainings.
Using Pipedrive as CRM tools always try to find new way to make the job easier.
2018 target achieved more than targeted.

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Web Content Evaluator Appen project

Responsible to do daily job for the project which last for 3 months

Social Media Evaluator Appen project

As SocMed Evaluator project which was a contract and last for 3 months for Appen,
a global leader in speech and search technology services based in USA. With
expertise in more than 150 languages, Appen partners with leading technology and
e-commerce companies as they develop new offerings and expand them to global
markets

Head of Customer Relations at Blue Fox Indonesia

Retail company, mailing order based , B2C type, based from Europe, started its
business in Indonesia since November 2013.Targeting elderly from 40 yo above
with a unique business model to grab new market all over Indonesia. Build the CRM
department from scratch with guidance from both CEO AND CRM Head Office.
Create scripts for contact center, reporting format, Quality Assurance format. Pro
actively provide feedback for IT re CRM in house (Mercury) for ticketing system and
other necessity if any. Responsible to monitor two reputable outsourced contact
center with total of 50 people plus 4 agents in house Customer Care team. Direct
all teams to achieve daily target and company’s KPI. Involved to handle customer
complain from all sources walk in, media, contact center, logistic vendor. Work
closely with marketing media as company strategic to build new customer data
base and marketing creative team to have holistic content understanding for each
published catalogue which is 3 to 7 direct mailings monthly.

Contact Center Consultant CaptivM a CRM and Contact Center company involved
as consultant for new client, doing presentation and implementation.

Project Leader 168Solution Jan-Dec 2013 involves in projects assigned. Ensure

proposal created accurately, coordinate with consultants and or trainers to ensure
time plan follow accordingly. Ensure all data/reports send to client well prepared
and received. Involved in Indosat Telemarketing consultancy.

Senior Account Manager Provaliant March-Dec 2012, a CRM vendor, to ensure

CRM programs for new Abbott Family Club planned, executed timely, accurately
by the team. Ensure programs are in accordance with the approved budget.
Together with client responsible to achieve annual member growth by

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coordinating with the team for all programs from data mining, short message
blast, rewards shipping management, creative team to create collateral including
periodic Newsletter.

Contact Center Manager Ewaysindo 2006 -2012 with key accountabilities:

o Collaborate with Account Services Department to develop business
process that involved Customer Interactions Center.
o Collaborate with IT team to provide input/feedback in CRM in-
house application system in correlation with Call Center
operations.
o Create and discuss report requested by the clients.
o Discuss and create Service Level Agreement with clients.
o Create tailor made Key Performance Indicators for each client.
o Develop the training materials for agents in coordination with
client and client service team in terms of product and program
knowledge.
o Develop materials for start-up agent training for Customer Service
basic module.
o Deliver training for new hired agents and refreshing trainings.
o Deliver training for client certain department when required.
o Responsible for new hiring recruitment with certain requirements
and conditions approved by client.

Panorama Travel 2005 – 2006

o As Kuningan Branch Manager responsible for branch sales and

operation

General Manager Abbey Travel 2004-2005

Marketing Intelligence Sigma Cipta for Microsoft Indonesia 2003-2004
Business Development Manager Travoo Online (the first on-line travel agency in
Indonesia) 2001-2003
A-Tour Travel 2000-2001
Freelance staff at Indonesian Travel Agent, Los Angeles USA, 1998-2000

Junior Manager of Excelcomindo Pratama – 1996-1998

o Involvement as Trainer during year of service with PT.
Excelcomindo Pratama for PRO XL, introduction to all CSR agents
Retention modules and Marketing Programs

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 Senior Sales Excecutive UTA-Air France 1988-1996

o Responsible to promote UT/AF products and programs

o Maintain networking among travel agens in Jakarta and Surabaya

Experience Trainers for various industries:

o Hired as CRM trainer for Rumah Siap Kerja
o Coordinate, Develop and Conduct Various Training Module a
: Service Excellence Training during working time at
Ewaysindo/Linksindo
o Service Exellence for Travel Agent Frontliners (2014)
o Teacher at SMIP St Theresia for Excellent Customer Service (2010-
2014)
o CRM Program Komunitas Smart Parent Smart Kid (2013)
o Customer Service Outbound basic skills : TVS,Nutricia,Anlene,
Wyeth, Frisian Flag(Eways 2006-2011)
o PT. Sinar Mas Telco ( 2006 -SMART TELCOM Effective
Communication Skills)

CALL CENTRE PROFESSIONAL CERTIFICATIONS

 CIAC Operations Management Competency certified ( issued by

ICMI USA)

TRAININGS
 Tech Data internal trainings on products 2018-2019
 Digital Marketing
 IBM Telesales
 Microsoft products (on license and Cloud provider)
 Veeam Products
 Veritas Products
 HPE Products
 Dell Storage
 NetApp Storage
 On Network & Security

 Mapping Business Process Training held by Markshare, July 2013.

 Indonesia Menulis – short course for new writer to write books held
by Indonesia Menulis Yogyakarta, June 2013.
 E-Learning CRM for SME’s held by Asia Pacific Organization at
University of Indonesia from 30th of July 02nd Of Aug 2012.
 Total Quality Management Training held by Asia Pacific Organization
Jakarta, July 2011.
 Service Leadership Training, Jakarta, November 2011.
 Excelcomindo’s Finance for non Finance Manager Jakarta, 1997

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  Excelcomindo’s Basic Customer Service Jakarta, 1996.
 Air France, Sales Course, Paris , 1992
 Air France Telemarketing Course, Singapore, 1993
 UTA Sales Course, About Selling, Paris, 1990.
 UTA Advanced Ticketing Course, Le Bourget, Paris , 1989.

LANGUAGE PROFICIENCY:

 English

EDUCATION

 Bachelor Degree from Faculty of Communications, Indonesia Open

University 2009.
 St. Theresia Tourism High School

OTHER ACTIVITIES

 Service Excellence Teacher at St. Theresia Tourism High School,

Jl.Gereja Theresia jakarta (2010- 2015)
 Free lance Service Excellence trainer for ASTINDO (Indonesian
Travel Agents Association)

TRAINER TOPIC

 CRM

 Service Excellence

 Effective Communication

 Basic Customer Service

 Managing Phone Interactions

 Loyalty Programs for clients

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COMPANIES

 ASTINDO Training for MAS Travel June 2018

 ASTINDO Trainings for members (Travel Agent tickteting/tour/GA/HR)

Mar, May, June, July 2014,2017

 Gramedia Advertising Staffs 2013 - 168 Solution

 Abbott Call Center Outbound Agents 2012 - Provaliant

 Anlene Call Center Outbound Agents 2010 - Eways

 Wyeth Call Center Outbound Agents 2009 - Eways

 TVS Call Center Agents 2007 - Eways

 Frisian Flag Call Center Outbound and Inbound Agents 2007 - Eways

 Nutricia Call Center Outbound Agents 2006 - Eways

 Eli’s Tour - 2011 (private)

 Open Doors - 2010 (private)

 Smart Call Center Agents - 2007 (private)

 Internal Trainer Call Center Dept 1997-1998 (PT. Excelcomindo)

TEACHING

 Lembaga Pendidikan Pariwisata Nasional (LPPN) Jakarta 1993-1996

topic: Airline Geography

 SMK Theresia Jakarta 2010 – present .Topic: Service Excellence

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