FERRY FIBRIANDANI
Puri Sriwedari Cibubur E-15 Depok
Phone: (+62-21) 8456918; Mobile: (+62-817)817299; (+62-811)909500
E-mail:
FORMAL EDUCATION :
SEKOLAH TINGGI TEKNOLOGI TELKOM, Bandung, Indonesia
Industrial Engineering, 1997.
Chairman, Perisai Diri Silat Club, also trainer in several Schools and Universities.
NON FORMAL EDUCATION
Customer Service Training Program, PT. Telkom,1997.
Quality Service Skill Training Program, PT. Telkom, 1997.
Basic Account Management, PT. Telkom, 1998
World Class Customer Service Training, PT. Sumber Adi Markcel, 1999
World Class Supervisory Skills – Call Center, PT. Sumber Adi Markcel, 1999
Total Solution Consulting Training Program, PT. Telkom,1999
Solution for Enterprise Networks Training Program, PT. Telkom, 2000
Executive Education Program, Competitive Marketing2000, MarkPlus, 2000
Business Planning Training Program, PT. Telkom, 2000
Marketing Intelligence Training Program , S & Q Consulting & Training, 2000
John Robert Power Training Program, 2001
Cyber-Law Training Program, PT. Telkom, 2001
Customer Satisfaction Survey Training Program, Frontier, 2001
NTT Group Account Management Training, Benchmark, Japan, 2002
Designing Cisco Network Training, 2003
Super Sales Program, LPPM, Jakarta 2005.
”Excellence through Coaching”, Coaching Asia, 2006
Basic NLP, Belladona Institute, Jakarta, 2006
Magic Sales (NLP For Sales), Belladona Institute, Jakarta, 2006
Senior Management Building Blocks, XL, DDI, Jakarta, 2007
EXPERIENCE :
A. PT. TELEKOMUNIKASI INDONESIA, TBK (Surabaya)
1998-1999
Account Representative —Telecommunications/Financial Services Industry.
Designing marketing concept and sales strategic program and managing client relationship, contributed in identifying business opportunities.
Become Consultant partner in developing their business network, such as design solution, co-managed client engagements and developed approaches and frameworks to address client needs
1999
Core Team Coordinator
(Account Management, CallCenter, CustomerService)
Managing R&D Team, developing pilot project for national wide world class customer service for my company due to facing global competition.
Designing contact management concepts, such as
o Account Management,
o Call Center (Inbound, Telemarketing and commercial customer care)
o Walk in Customer Service, and
o Developing Pilot Project Nationwide Call center “147” for PT. Telekomunikasi Indonesia.
1999-2003
Account Management
Managing Top corporate customer, coordinating and providing consultation for customer’s IT total solution. Managing corporate customer account team for several sub industries such as Trading & services (Hotels, Travels, Airlines) and also managing Banking and Financial institution segment in East Java Area.
I assisted my customer in designing their network systems (voice and data communication), including access infrastructure and hardware requirement, managing service level that has been committed and coordinating the suppliers for investment as well as operation and maintenance.
Responsible in planning, designing, organizing and controlling marketing concept and sales strategic program, managing business relationship with clients and contributing in identify business opportunities.
Telkom’s IT Consulting Partner for GE Finance Indonesia (GEFI).
I assist GEFI in developing their nationwide network and their commercial call center.
Telkom’s IT Consulting Partner Team (Virtual Account Manager Team) for Garuda Indonesia Airways in developing their IT network.
2001-2003
Customer Satisfaction and Loyalty Survey Team – PT. Telkom
B. PT. IBRIZA COM. (Bandung)
2004 - 2005
Director
Managing a Communication Consultant Company, specializing in Corporate Communication, consumer branding, event organizer, telecommunication consultant and promotion commercial. Leading a team of dynamic young creative talented persons, which offers great value to our clients in strategic planning, creative event and promotion. Managing company to deliver top quality creative work, enabling clients to effectively communicate with their target audience.
2005 - Present
Commissary
C. PT. EXCELCOMINDO PRATAMA, Tbk. (Jakarta)
2005 - 2006
National Sales Manager
Managing sales team which provide convergence IT Solution for our customers, designing their total IT Solution, such as mobile (GSM) and network systems (voice and data communication), including network configuration, infrastructure and hardware requirement, managing service level that has been committed and coordinating the suppliers for investment as well as operation and maintenance.
Responsible in planning, designing, organizing and controlling marketing concept and sales strategic program, managing business relationship with clients and contributing in identify business opportunities.
2006 - 2007
General Manager Contact Management
Managing Nationwide call center that providing after sales support for XL clients (corporate and consumer).
Responsible in planning, designing, organizing and controlling Contact Management Unit (such as Call Center, DRC Call Center, Telemarketing and after sales support).
2007 - Present
Head of Contact Management
Managing an end to end Nationwide XL Contact Management (call center) in handling after sales support for our clients (corporate and consumer), starting from Call center, Outbound call, Video contact center, Infrastructure Support, Non One call resolution, correspondence unit, quality assurance, loyalty program for premium and corporate customer and human performance support.
List of Appreciation of Dedications
1999; Best Employee for Account Manager, PT. Telkom.
2000; Best Employee for Account Manager, PT. Telkom.
2001; Best Employee for Account Management, PT. Telkom.
2002; Appreciation of Five Years Dedications, PT. Telkom.
2005; STAR Management Business Solution, PT. Excelcomindo Pratama,Tbk.
ADDITIONAL DATA
2004 - Present
Board Counselor of Cybersamp for Asia-Pasific Region.
Provide support and information for Cybersamp members (Worldwide Sampdoria Fans Club) in Asia – Pacific Region.
2003 - Present
Public Relation Department- Istiqamah Hajj Foundation, Bandung
Interests: PC hobbyist, Traveling, Books, Soccer, and Martial Art (Silat).
