2. Katalog Pelatihan PT Synergy | Citibank | Indonesia

Synergy Training Program Disiapkan secara ekslusif oleh Synergy

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Agenda Who We Are Framework dan Metodologi Our Training Program

Investasi

Why Synergy

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Who We Are ”Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” - Donald Porter V.P., British Airways

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Perusahaan

: PT. Synergy Service Solution

Business

: Training dan Consulting

Spesialisasi

: Service, Leadership dan Sales

Tahun Berdiri

: 1998

Misi  Menciptakan

program yang mudah di aplikasikan sesuai dengan keinginan dan kebutuhan klien dengan metode yang unik.

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

Menjadi coach dan mitra seumur hidup.



Menjalankan bisnis dengan menghargai keseragaman sebagai nilai inti.



Menciptakan lingkungan yang merangsang dan mengembangkan potensi setiap individu.



Secara konsisten, selalu bertindak secara efisien dan efektif.



Tumbuh dan berkembang bersama klien.

Framework dan Metodologi The first responsibility of a leader is to define reality. The last is to say thank you. In between, the leader is a servant. - Max DePree

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Untuk Membangun Layanan Unggul Nilai Tambah PROCESS

PRODUCT

Sistem dan prosedur yang mendukung penjualan produk

Bidang Usaha

PEOPLE Kunci utama untuk menjaga kualitas dari produk dan layanan jual

PERFORMANCE Komitmen dan garansi yang diberikan untuk konsumen

Pembeda 6

Konsep KINERJA Plan

Reward & Recognition

Kinerja

Monitoring & Coaching 7

Fokus Program

Train & Develop

Konsep Pelatihan Synergy

ATTITUDE (45%)

SKILL (45%)

KNOWLEDGE (10%)

Teori : Praktek (30 : 70)

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Metodologi (4D’s) Tujuan : Mendorong peningkatan produktivitas, kualitas dan pengembangan SDM sehingga dapat menjadi standar di perusahaan terkait. Dengan begitu, perusahaan tersebut akan mampu bersaing baik dengan perusahaanperusahaan nasional maupun dengan perusahaan asing. Metode : Pelatihan

Deliver

Diagnose

Learning Tujuan : Melakukan proses penyusunan berbagai materi yang dibutuhkan berdasarkan desain yang telah disepakati dengan pihak user yang terdiri dari: 1. Materi presentasi 2. Materi peserta 3. Games, video dan hadiah Metode : Beta testing

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Develop

Tujuan : Melakukan assessment dan observasi kondisi perusahaan terkait dengan operasional perusahaan terkait: 1. Service Standard 2. Service Measurement 3. Produk 4. Visi, Misi dan Values Metode : Assessment dan interview di lapangan

Design Tujuan : Melakukan proses desain materi yang sesuai dengan kebutuhan peserta berdasarkan hasil assessment di tahap awal. Metode : 1. Brainstorming

Our Training Program Treat every customer as if they sign your paycheck … because they do. Unknown

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SERVICE EXCELLENCE

MANAGERIAL SKILL

SE.1

“WOW” Service

MS.1

Being a Trusted Leader

SE.2

Service that Sells

MS.2

Creative Briefing & Presentation

SE.3

Complaint is a Gift!

MS.3

High Impact Coaching

SE.4

Living the Service – Service Ambassador

MS.4

Performance Management

MS.5

How to Build a Great Team

PERSONAL DEVELOPMENT PD.1 Being a 5 Star Employee PD.2 Time is Money!

PD.3 Communication is a Key! PD.4 Turning Problem Into Solution PD.5 The Power of Appearance & Grooming

BOOST YOUR SALES PERFORMANCE SS.1

Telling not Selling!

SS.2

Leading the Targets!

SS.3

The ART of Lobbying & Negotiation

SS.4

Leading Sales Team

MOTIVATION SESSION MS.1

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Service Motivation

SPECIALITIES - Staff

SPECIALITIES - Leader

SP.1

Being a SMART Secretary

SP.10

Managing Service for Branch Manager

SP.2

Build a Positive Image thru Professional Receptionist

SP.11

Managing Sales Team for Team Leader

SP.3

High Impact Telephone Courtesy

SP.12

The Power of Empowerment

SP.4

Service Excellence for Back Office

SP.13

Leading an Effective Meeting!

SP.5

Excellence Security Officer (Satpam) is the Power!

SP.14

Building Trust dan Teamwork (Team Building – Outbound)

SP.6

Successful Collection thru Professional Collector

SP.15

Strategic Planning – Translate Vision in to Action

SP.7

Being a Successful Funding Officer

SP.16

Discipline without Punishment!

SP.8

Building a Network

SP.17

Business Acumen

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SERVICE EXCELLENCE

Outline

Peserta

Waktu

CS.1

“WOW” Service

-Makna pelanggan dan kepuasan pelanggan -Layanan “WOW” bagi pelanggan -Memilih “saya”, bukan yang lain (memberikan keunggulan layanan untuk pelanggan)

CS, Teller, Satpam, Operator, Cleaning Service, Pemimpin

2 hari

CS.2

Service that Sells

-Mengenali tipe-tipe pelanggan dan cara melayaninya -Menjadi sahabat bagi pelanggan -Memberikan solusi atas kebutuhan pelanggan -Meningkatkan penjualan melalui membangun hubungan

CS, Pemimpin, Relatioship Manager, Account Officer

2 hari

CS.3

Complaint is a Gift

-Kaidah-kaidah yang harus dipegang dalam menghadapi pelanggan yang mengeluh (DOES & DON’TS) -Teknik penanganan keluhan pelanggan sesuai tipologinya

CS, Teller, Satpam, Operator, Pemimpin

2 hari

CS.4

Living the Service – Service Ambassador

-Memahami peran sebagai ambasssador -ASK yang harus dimiliki sebagai seorang Ambassador -Menjadi Role Model – menginspirasi dengan tindakan

CS, Teller, Satpam, Operator, Cleaning Service, Pemimpin

4 hari

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MANAGERIAL SKILL

Outline

Peserta

Waktu

MS.1

Being a Trusted Leader

Prinsip-prinsip kepemimpinan sederhana bagi pemimpin, a.l: -Menetapkan target & tantangan -Membangun kepercayaan dan rasa percaya diri tim -Memberikan bimbingan

Supervisor s.d Kepala Divisi

2 hari

MS.2

Creative Briefing & Presentation

Teknik memberi briefing /presentasi yang menarik & kreatif sehingga briefing/presentasi menjadi efektif

Supervisor s.d Manager

2 hari

MS.3

High Impact Coaching

Identifikasi permasalahan dalam tim kerja dan teknik memberikan bimbingan kepada anggota tim terkait.

Supervisor s.d Kepala Divisi

2 hari

MS.4

Performance Management

-Prinsip Performance Management -Translate Goals in to Action Discipline on executing the Target

Supervisor s.d Kepala Divisi

2 hari

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PERSONAL DEVELOPMENT

Outline

Peserta

Waktu

PD.1

Being a 5 Star Employee

-Modal dasar untuk menjadi karyawan berprestasi -Kompetensi utama karyawan untuk berkinerja unggul

Karyawan

3/5 hari

PD.2

Time is Money!

-Identifikasi alokasi waktu dengan hasil -Pengelolaan waktu untuk hasil optimal

Karyawan

2 hari

PD.3

Communication is a Key!

Karyawan s.d Pemimpin

2 hari

PD.4

Turning Problem Into Solution

-Teknik analisis permasalahan dan alternatif pemecahannya -Teknik-teknik praktis pengambilan keputusan

Karyawan

2 hari

PD.5

The power of Appearance & Grooming

-Memahami pentingnya menjaga penampilan untuk membangun kesan profesional -Teknik menata rias wajah, rambut dan pakaian -Memahami etiket bisnis dan pegaulan

Karyawan

2 hari

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Teknik berkomunikasi secara efektif: mendengarkan, berbicara sistematis, dan melalui media yang tepat.

BOOST YOUR SALES PERFORMANCE

Outline

Peserta

Waktu

SS.1

Telling not Selling!

-Prinsip dasar dalam menjual -Keterampilan menjual yang perlu dikuasai

Relationship Manager, Account Officer, Funding Officer, Telemarketing, Sales Force

2 hari

SS.2

Leading the Targets!

-Identifikasi Target dan bagaimana menerjemahkannya ke dalam aktivitas harian -Pengelolaan waktu untuk hasil optimal

Relationship Manager, Account Officer, Funding Officer, Telemarketing, Sales Force

2 hari

SS.3

The ART of Lobbying & Negotiation

-Prinsip Lobi dan Negosiasi -Teknik Lobi dan Negosiasi -Praktek Lobi dan Negosiasi

Relationship Manager, Account Officer, Funding Officer, Telemarketing, Sales Force

2 hari

SS.4

Leading Sales Team

-Peran seorang pemimpin -Teknik mengatasi berbagai kepribadian anggota sales Anda -Teknik-teknik praktis pengambilan keputusan

Sales Leader

2 hari

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MOTIVATION SESSION MS.1

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Service Motivation

Outline -Memastikan keseragaman pemaham dan komitmen dalam diri pemimpin/karyawan mengenai pentingnya Service Excellence -Mendorong peningkatan loyalitas nasabah dan peringkat MRI

Peserta Karyawan s.d Pemimpin

Waktu 1-3 jam

SPECIALITIES

Outline

Peserta

Waktu

SP.1

Being a SMART Secretary

-Peran utama sekretaris -Kompetensi utama untuk menjadi sekretaris yang dapat diandalkan

Secretary Admin, Personal Assistant

2 hari

SP.2

Build a Positive Image thru Professional Receptionist

-Peran utama receptionist bagi pembangun citra perusahaan -Kompetensi utama untuk menjadi receptionist yang profesional

Receptionist, Frontdesk

2 hari

SP.3

High Impact Telephone Courtesy

-Etika bertelepon untuk pembangun citra perusahaan -Langkah-langkah etika bertelepon -Alat bantu penunjang efektivitas & efisiensi bertelepon

Operator Telephone, Call Center

2 hari

SP.4

Service Excellence for Back Office

-Peran utama back office dalam layanan pelanggan -Teknik layanan yang memuaskan pelanggan

Staff Back Office

2 hari

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SPECIALITIES

Outline

Peserta

Waktu

SP.5

Excellence Security Officer (Satpam) is the Power!

-Memahami Peran seorang security/satpam -Memahami Attitude, Skill dan Knowledge (ASK) yang harus dimiliki untuk dapat memberikan layanan yang berkualitas -Mampu mempraktekkan keterampilan tersebut dalam kehidupan sehari-hari

Satpam

2 hari

SP.6

Successful Collection thru Professional Collector

- Memahami Peran seorang Collector - Samakan paradigma penagihan Anda - Memahami Attitude, Skill dan Knowledge (ASK) yang harus dimiliki untuk dapat memberikan layanan yang berkualitas

Collector

2 hari

SP.7

Being a Successful Funding Officer

-Memahami peran sebagai Funding Officer -Memiliki keterampilan untuk dapat menjadi funding officer yang berhasil

Funding Officer

2 hari

SP.8

Building a Network

-Memahami manfaat membangun jaringan/network -Teknik membangun jaringan -Teknik memanfaatkan jaringan untuk kepentingan perusahaan

Relationship Manager, Account Officer, Sales Leader

2 hari

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SPECIALITIES

Outline

Peserta

Waktu

SP.9

Managing Service for Branch Manager

-Memahami peran pemimpin dalam membangun layanan cabangnya agar berkualitas -Memiliki keterampilan dalam mengembangkan kualitas layanan cabang

Branch Manager

2 hari

SP.10

Managing Sales Team for Team Leader

- Memahami pentingnya peran pemimpin dalam membangun tim sales yang solid - Memiliki keterampilan dalam membangun tim sales impian

Team Leader

2 hari

SP.11

The Power of Empowerment

-Prinsip-prinsip empowerment -Meningkatkan kinerja tim melalui empowerment

Team Leader

2 hari

SP.12

Leading an Effective Meeting!

-Konsep meeting yang efektif -Apa yang harus dipersiapkan agar meeting berjalan secara efektif -Memiliki keterampilan memimpin meeting

Team Leader

2 hari

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SPECIALITIES

Outline

Peserta

Waktu

SP.13

Building Trust dan Teamwork (Team Building– Outbound)

-Prinsip teamwork -Membangun teamwork melalui permainan -Memahami kepribadian anak buah Anda dalam membangun kerjasama tim yang solid

Leader dan seluruh staffnya

2 hari

SP.14

Strategic Planning – Translate Vision in to Action

-Prinsip strategik Planning -Prinsip-prinsip menyusun Visi, Misi dan Strategi -Memastikan Strategi bisa dijalankan

Board of Director dan Top Management

2 hari

SP.15

Discipline without Punishment!

-Prinsip Disiplin -Teknik mendisiplinkan tanpa hukuman

Leader

2 hari

SP.16

Business Acumen

-Memahami prinsip Bisnis -5 Driver yang berperanan dalam bisnis -Teknik mengelola Bisnis

Leader dan seluruh staffnya

2 hari

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Investasi ”You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” - Jerry Fritz

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• Investasi pelaksanaan workshop (2 hari) adalah Rp 2.000.000,- (dua juta rupiah) per peserta  jumlah peserta 20-25 orang/kelas • Khusus Sesi Motivasi, investasi pelaksanaan adalah Rp 17.500.000,- (tujuh belas juta lima ratus ribu rupiah)  jumlah peserta bebas

Biaya tidak termasuk

Biaya sudah termasuk

 Tempat dan konsumsi (jika ada)

 25 eksemplar workbook (kecuali sesi motivasi)

 Transportasi pp dan akomodasi bagi seluruh peserta dan fasilitator (jika lokasi di luar Jakarta)

 Infocus, sound system, screen, flipchart, ATK

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 Sertifikat (kecuali sesi motivasi)  Pajak Penghasilan (PPh)

Why Synergy ”You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” - Jerry Fritz-

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Client

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Client

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Founder Synergy – seperti namanya- adalah kumpulan praktisi, fasilitator dan konsultan yang sangat kaya akan pengalaman di setiap level pelayanan, kepemimpinan dan penjualan. Diperkaya dengan latar belakang, keterampilan dan pengalaman yang berbeda-beda, kami telah membangun tim yang sangat kuat, penuh dengan kreatifitas, energy dan dedikasi untuk membantu anda dalam mencapai visi anda.

- Enny Hardjanto Dia adalah seorang wanita yang memiliki tangan ajaib, yang mampu mengubah segala tantangan organisasi menjadi kesuksesan. Beliau membuktikan kesuksesannya di perusahaan nasional dan multi nasional, termasuk kesuksesannya memasarkan kartu kredit Citibank menjadi nomor satu di Indonesia. Sekarang beliau memiliki komitmen untuk membantu organisasi lain mendapatkan kesuksesan dari pengalamannya.

- Irene Tejo Semua yang pernah bekerja dengan wanita ini dapat merasakan virus layanan yang ia sebarkan ke sekelilingnya, hal tersebut membuatnya dikenal sebagai “Ratu Budaya Layanan”. Tanpa bantuan konsultan, ia mampu menggerakan suatu organisasi untuk meningkatkan loyalitas pelanggan dan keuntungan di waktu yang singkat. Telah terbukti bahwa semua orang yang pernah bekerja dengan/dibawahnya bisa sukses!

- Putu Ayu Novita Tumbuh di perusahaan pemerintah, ia sangat paham dengan seluk-beluk perusahaan di Indonesia: budaya, proses dan nilai-nilainya. Dengan mengkombinasikan pengetahuan tersebut dengan keahlian pada budaya organisasi, ia adalah orang yang paling tepat agar terjadinya transformasi di organisasi anda - terutama untuk layanan, kepemimpinan dan penjualan yang berlandaskan visi, misi dan nilai-nilai organisasi. 27

Aristiwidya • • •

Prior Experiences:  Relationship Manager, Corporate Bank, Citibank N.A  Management Associate, Corporate Bank, Citibank N.A  Software Designer, NextWeb, Jakarta  Software Designer, Carnegie Mellon University, Pittsburgh, PA  Professor Assistant, Carnegie Mellon University, Pittsburgh, PA Education:  B.S. Computer Science, Carnegie Mellon University, Pittsburgh, PA (2001)  B.S. Human-Computer Interaction, Carnegie Melloen University, Pittsburgh, PA (2001) Languages: English, Indonesian Residence: Indonesia

Core Competencies Project Management Service & Sales Software Design

•

Industry Experiences Services – Banking & Finance – Information Technology – Otomotif

Key Consulting Experiences • 10 years experience in Service, Sales and Marketing • Act as project manager and facilitators in consulting and training programs focusing in improvement of Service & Sales especially for Banking Industry • Led project management, while worked closely with different departments within the Global Corporate and Investment Banking group to create process improvements: • Internal Marketing and Communication of a new corporate product (Citibank) • Regional Database implementation in Indonesia (Citibank) • Customer Service Improvement at Corporate Bank Counter (Citibank) • Human Resources Call Center implementation (Citibank) • Manage different projects and relationships with Government Owned Companies to provide top of the line corporate banking and financial solutions (Pertamina, Angkasa Pura, Telkomsel, Medco, etc.) • Workshop and Trainings conducted : - “Service Culture Development” workshop for Bank SUMUT - “Service & Sales Motivation” for Bank Mandiri - “Sales Motivasion” workshop FLP Contest Frontliner for AHM Honda - “Standart Service Video” for Bank Papua.

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Chairani Pelita Silalahi Core Competencies • Sales Strategies and Performance Management • Service Management

Industry Experiences Customer Service, Sales, Personel Banker, Telecomunication

• Management Development • Team Building and Coaching Prior Experiences:  Customer Service at Citibank NA  Marketing Officer at Bank Niaga Card Center  Customer Service at Bank Universal Hayam Wuruk  Personel Banker at Bank Universal Pangaji  Branch Relationship Manager at Bank Universal  Customer Relationship Manager at Bank Permata  Customer Relationship Manager at Bank Permata  Financial Planner (agent) at Manulife Indonesia Education:  Wiener Volkschule, Wina, Austria  Bundesgymnasium, Wina, Austria  Indonesian School, Cairo, Egypt  Institut Pertanian Bogor, Bogor Languages: Indonesian, English Residence: Indonesia

• Facilitation and Training

Training:  Bank Accounting, Bank Universal  Liabilitied Product & Services, Bank Universal  Electronic Banking, Bank Universal  The 7 Habits og highly Effective People Selling Services, Bank Universal  Astra Total Quality Management  Speechpower, Bank Universal Amex Travellers Cheque  Service Excellence  Advanced Behavioural Selling Skill, Bank Universal  Mutual Fund Workshop, Danareksa  Negotiation Skill, Bank Permata  Keep the Service Alive, Bank Permata  Bancassurance, AIA  Initial Training, Manulife Indonesia  Workshop & Training conducted :  “Service Excellence & Appearance and Grooming” workshop Customer Service, Teller and Security for Bank DKI.  “Sales & Service Motivation” 2nd National Service Champion Competition for Indosat.  “Service Excellence” Call Center Agents For Danareksa.  “Service Excellence” Manager On Duty, Account Officer Piloting Customer Service Teller Unit for Bank BRI  “Building Service Culture” all Branch Manager for Bank Papua

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Dwi Herminingsih Core Competencies

Industry Experiences

• Sales Strategies and Performance Management • Service Management • Management Development

Sales, Services, Coaching and Training in the Banking Industry, Telecomunication

• Team Building and Coaching • Facilitation and Training Prior Experiences:  Dept Head of Mortgages (Vice President), Bank Mandiri (increase Mortgages Portfolio from 7.2T (March 2006) to 11 T (Sept 2008)  Product Mgr (Senior Mgr), Cons Loans Group - Bank Mandiri  Branch Manager (Senior Manager), Bank Permata (Mid Plaza Branch)  Branch Manager (Senior Manager), Bank Universal (Arteri Pondok Indah Preferred Banking Branch)  Product Development Section Head (Manager), BII (Libilities Product and Promotion)  Team Leader (Senior Assistant Manager), BII (Karawang Branch)  Branch Manager (Assistant Manager Muda), BII (Cikampek Branch)  Team Leader (Assistant Manager Muda), BII (Cirebon Branch)  Account Officer (Assistant Manager), BII (Cibinong, Bogor and Cirebon Branch) Education:  Strategic Management, UGM Yogyakarta, 2009  Architecture, UGM – Yogyakarta, 1989

Consulting Experiences  20 years experience in service, banking, research and consulting for various fields  Since early of year 2009 until today, provided training courses under sales and services topics as Training Consultant in Rabo Bank.  Workshop and Training Conducted :  “Service Excellence & Appearance and Grooming” Customer Service, Teller & Security se Jabodetabek for Bank DKI.  “Sales & Service Motivation” 2nd National Service Champion Competition for Indosat.  “Service Excellence” Manager On Duty, Account Officer for Bank BRI  “Building Service Culture” all Branch Manager for Bank Papua

Training:  Management Development Program  Various Marketing and Sales, Service Excellence, Credit Quality Program and Mortgages Trainings.  BSMR 1

 Seven Habit of Highly Effective People  Other trainings and seminars.

Languages: Indonesian, English Residence: Indonesia

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Enny A. Hardjanto • • • • • • • Prior Experiences:  Partner Dunamis Organization Services  Director of Program & News PT TVRI (Persero)  President Director PT SARANA MITRA GLOBAL  Partner, PT HANESA  Vice President, Senior Executive Bank Papan  Marketing & Service Director Credit Card, Citibank  Marketing Manager Foods Division PT Unilever Indonesia  Group Product Manager Ethicals & OTC, Secretary, Warner Lambert Parke Davis Education:  Drs. Med, Universiteit Instelling te Antwerpen Antwerp, Belgia  Bachelor of Science, Trisakti University Jakarta, Indonesia Languages: English and Indonesian Residence: Indonesia

Core Competencies Mission, Vision, Values Consulting Business Strategy Deployment Business Process Alignment Performance Management Group Facilitation for Executive levels Marketing, Sales & Service Coaching

• •

Industry Experiences Manufacturing – Fast Moving Consumer Goods – Pharmaceuticals Services – Bank & Financial – Telecommunications – Otomotif – Petroleum

Key Consulting Experiences •

More than 30 years experience in marketing, sales and service both in manufacturing (14 years), in banking (12 years) and media (1 year) • Led Service Culture Reinforcement Project for BCA, training 7000 frontliners all over Indonesia, coaching 6 service managers of the new pilot branches. And coaching for all head of BCA Prioritas. • Led Committed to Service Excellence Project at Bank Papua. From Strategic Planning Sessions at the executive levels to changing behaviors at all contact points with customers. • Consultant for BRI Credit Card Business, start up business • Consultant for GE Credit Card Business, marketing and new product development • Set up Bank Papan’s Consumer Banking including Credit Card • 10 years in Banking, held various management positions, and act as change agent in Marketing, Sales, Customer Service and Business Process. 8 Years in Citibank, set up the Credit Card business, responsibilities included consulting services for Citibank in 16 countries within Asia Pacific in preparing feasibility studies for entrance in Consumer Banking market including Credit Card Business. • “Building Service Culture” Branch Leader for Bank Papua • “Service Motivasion” workshop secretary for BP Migas • “Service Motivasion” workshop Leader for Pertamina • “Service Excellence” workshop Fronliner for AHM Honda. • “Sales Motivation, Bussiness Process Reenginering” consulting and Training for Bank Permata • “Service Excellence” refreshment Customer Service and Teller for Bank BRI. • “Sales & Service Motivation” Service Champion for BII • “Service Championship Award for CSR Galery” for Indosat • “Service Excellence & Motivation” workshop Manager On Duty, Account Officer , Agent Helpdesk for Bank BRI 31

Eko Prihatmodjo Core Competencies

Industry Experiences

• Risk Management • Graphology

• Banking

• Management

• Leasing

Prior Experiences:  Assistant Vice President at Standard Chartered

Training: Consulting Experience :

 Assistant Vice President at Bank Danamon

 Risk Management Training

 Manager at Citibank N.A,

 Graphology Training for Credit Analyst

 Supervisor Front End Card at GE

 Trainer for Exceeds Training and Professional

Finance Indonesia Education:  Bachelor of Management Gadjah Mada University Languages: Indonesian, English Residence: Indonesia

 Great Manager Program Training from Standard Chartered Bank  7 Habits from Bank Danamon Indonesia  Quality Training from GE Financial Indonesia  Davox Training for Supervisor In Ensamble Singapore  Triad Training by Citibank in Singapore  Quality Training by GE Finance Indonesia  Credit Card Management Course Indonesia by Citibank NA  Collection Management Course Indonesia by Citibank NA  Supervisory Skills Training by Citibank NA,  Policy, Practices & Procedures Course Indonesia by Citibank NA  Introducing Citibank quality, by Citibank NA  Exceeding Customer Expectations  Indonesia Bankcard Training

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Giokniwati Core Competencies • • • • • • • •

Service Culture Developing & Training Training: Needs Analysis, Module Development, Delivery, Assessment Competencies Based Human Resources Management Performance Management Talent Management Corporate Event Organizing Group Discussion Facilitation Sales Kit Development

Prior Experience • Division Head of Organizational Development Division PT. Lion Super Indo (Delhaize Group-Belgium) • Deputy Manager of Consumer Banking Division, Ass. Manager of Internal Audit Division, Management Development Program of PT Bank Central Asia, Tbk.

Education & Certification • Economics-Accounting • Qualified Internal Auditor • WAPERD (Wakil Agen Penjual reksa Dana) by Bapepam • Certified Assessor by Australia Institute Management (AIM) • Certified Trainer of Grab Your Audience Program of James Gwee

Training: Module Development & Delivery • Customer Service • Communication Skill • Presentation Skill • Motivation • Leadership • Team Building • Goal Setting • Time Management • Confidence Building • Report Writing • Coaching & Mentoring

Industry Experiences • •

Banking Food Retailer

Industry of Clients • Surveyor • Pharmaceuticals • Oil & gas • Banking & Financial Ins. • Food Retailer • Non-profit organization • School & Universities Consulting Business Process Re-engineering Others Co-author (with James Gwee) book “Instant Quotation on Customer Service Excellence”

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Hengki Ladinegara Core Competencies • Risk Management

• Banking

• Graphology

• Leasing

• Collection

Prior Experiences:  Deputy Collection Division Head East at Wom Finance  Personal Loan Collection Head at Citibank NA  Ready Cash & Personal Loan Collection Head at Citibank NA  Additional Responsibilities at Citibank NA  Collection Head Bandung at Citibank Education:  Petroleum Engineering Trisakti Ubiversity, Jakarta Languages: Indonesian, English

Residence: Indonesia

Industry Experiences

Training & Workshop : Consulting Experience :  Risk Management Training  Graphology Training for Credit Analyst  Train the Trainer “Melayani dengan Menyentuh Hati” Wom  Train the Trainer “ Professional Telephone

Technique” Citibank

 Executive Development Program for WOM’s Senior Management  Compliance, control, Ethics & Fraud Program  Public Speaking  Staffing strategy Workshop  Asia Pacific Regional Management Citifacation, Citified Manager  7 Habits of Highly Effective People  Project Management Result Information Security  Achievement Motivation :  Stress Management & Self-Motivation Enhancement  Interview for Succes

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Irene Tejo Core Competencies • • • • • Prior Experiences:  Head of Service, PERMATA Bank, managing Rp.12Trillion Portfolio of 157 branches at Jabotabeka - 2003  Branch Banking Group Head, managing Rp.6.7Trillion Portfolio for all branches of Bank Universal  Branch Banking Head, Bank Universal, managing 47 branches of Bank Universal, 550 staffs, five Area Heads & 34 Branch Managers  Service Management Head, Bank Universal, Building & Nurturing Service Culture at Bank Universal  Area Head, Bank Universal  Branch Manager of Bank Universal  Branch Manager & Quality Assurance Manager, Bank Pacific  Express Customer Service Head, Citibank NA, Consumer Banking  Personal Assistant to General Manager, Citicorp Insurance, Sydney, Australia Education:  Strategic Management, University of Singapore, 1996  Business Management, Kilburn Polytechnic, United Kingdom, 1980

Languages: English, Indonesian Residence: Indonesia

Service Branch Banking Leadership & Management Research Coordinator Coaching

•

Industry Experiences Services: – Banking & Finance – Insurance – Real Estate – Otomotif – Trading

Key Consulting Experiences  21 years experience in service, banking, research and consulting for various fields  Consultant : BCA PRIORITAS for Kepala Prioritas, BCA for Service Managers, `BCA sales cultures, Astra CMG Life for Agents Trainers, JKI Indonesia Semarang for management & infra structure  Workshops & Trainings conducted : • “The Art of Telemarketing” workshops for Call Center Representatives, Frontliners & Account Officers of Bank Buana Indonesia Jakarta & Surabaya • “The Art of Selling” workshops for Account Officers, Customer Service, Branch Managers of Bank Danamon, Wilayah II Bandung • “Motivation & Communication” workshops for Kepala Prioritas BCA • “Train The Trainers” workshop for Astra CMG Life Jakarta • ”Quality Service” workshop for Customer Service of AIG Lippo Insurance • “Service Excellence” workshops for all staffs of Green Wood Real Estate Semarang • “Building Service Culture” for Branch Managers of Toyota Rent A Car workshop • “Building Profesional Mindset” for all staffs of PT. JKI Indonesia, Semarang • The only speaker from local company at “The First Service Conference in Indonesia”, sharing about “Developing Service Culture in Indonesian Company”, run by Inti Pesan • “Building Service Culture” workshop Branch Leader for Bank Papua • “Service Excellence” for Branch Leader for Bank BRI • “Sales Motivation” workshop for Fronliner AHM Honda • “Service Excellence” workshop Manager On Duty, Account Officer , Agent Helpdesk and Agent Call Center for Bank BRI 35

Imelda Lukito Core Competencies • Sales Strategies and Performance Management • Service Management • Management Development

Industry Experiences Sales, Services, Coaching and Training in the Banking Industry

• Team Building and Coaching

Otomotif

• Facilitation and Training

Insurance

• Coaching Prior Experiences:  Area Head (Vice President), West and Central Jakarta Branches and Bogor, Bank Universal and Bank Permata (Ex-Bank Universal), managing 11 branches and IDR 1 trillion portfolio  Area Head (Assistant Vice President), West Jakarta and Eastern Indonesia Branches, Bank Universal, managing 11 branches  Area Head (Senior Manager), West Jakarta Branches, Bank Universal, managing 9 branches  Branch Manager (Senior Manager), Hayam Wuruk Branch, Bank Universal  Marketing Manager, Kelapa Gading Branch, Bank Dagang Nasional Indonesia  Account Officer, Corporate Banking, Bank Dagang Nasional Indonesia  Retail Account Office, Commercial Banking, Bank Dagang Nasional Indonesia  Assistant Dealer, Treasury Dept, Bank Dagang Nasional Indonesia Education:  Universitas Tarumanegara, 1990 Languages: Indonesian, English Residence: Indonesia

Consulting Experiences  20 years experience in service, banking, research and consulting for various fields  From 2003 until today, provided training courses under various topics working as Training Consultant as well as consultancy working as Management Consultant in various companies, such as ANZ Bank, Bank BRI, Rabo Bank, Bank DKI, Bank Danamon, Bank Buana, etc.  Workshop & Trainings conduted :  “Building Service Culture” all Branch Manager for Bank Papua.  “Service Excellence” General Affairs staff for AHM Honda.  “Service Excellence & Appearance and Grooming” workshop Customer Service, Teller and Security for Bank DKI.  “Sales & Service Motivation” 2nd National Service Champion Competition for Indosat  “Service Excellence” Manager On Duty , Account Officer & Refreshment Customer Service and Teller for Bank BRI  “Service Excellence” Call Center Agents For Danareksa

Training:  Management Development Program  Basic Management Workshop – Dale Carnegie  Coaching and Counseling – Dale Carnegie  Manajemen Pemasaran Jasa – PPM  Personal Development – John Robert Power  Negosiasi untuk Para Manger – PPM  Face to Face Selling Skill  Seven Habit of Highly Effective People  Targeted Selection Workshop  Train the Trainers Workshop  The Power Principle – Influence with Honor  Speech Power Workshop  Beauty of Selling  Credit Risk Management and the Evolving Banking Industry  DISC, Thomas International management Systems  DISC for Sales Strategy, OTI

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Putu Ayu Novita Core Competencies Human Capital Management System Service and Marketing Management Corporate Culture Change Management Quality Management Business Process Re-engineering Malcolm Balridge Performance Excellence • Coaching • • • • • • •

Prior Experiences:  Consultant at PT Dunamis Organization Services  Senior Officer, Service and Marketing of Divisi Regional 5 Jawa Timur at PT Telekomunikasi Indonesia Tbk  Assisstant Manager of Network Operation & Maintenance of Divisi Regional 5 Jawa Timur at Telekomunikasi Indonesia Tbk  Branch Head of Gubeng Area at Divisi Regional 5 Jawa Timur Education:  Industrial Engineering – STT Telkom Bandung  Human Resource Management – MM-UGM (Post Graduate) Languages: English and Indonesian Residence: Indonesia

• • • • • • • • • • • • • • • • • • • •

Key Consulting Experiences

Industry Experiences • • • • • • • •

Telecommunication Banking Property Aviation Coal Mining Health Care Trading Otomotif

Started career as an Telecommunication Engineer and has more than 7 years experience in various areas, such as customer service, marketing, corporate service & sales, network operation and maintenance and several project conducted internally by the organization. Project Member of Telkom Call Center (147) Development Project Member of Telkom go to Paperless Office Project Member of Distinct Job Profile (DJP) program for more than 1000 title of job of PT Telekomunikasi Indonesia Tbk. Project Member for Committed to Service Excellence Project at PT Telekomunikasi Indonesia. Certified as trainer / facilitator Project Manager of Banpu Employee Opinion Survey Project Manager of Banpu Socialization for Human Resources Awareness Project Manager of Culture Development Program at Bank DKI Project Manager of Culture Development Program at PT Coca Cola Bottling Indonesia Project Manager of Culture Development Program at PT Buana Asuransi Indonesia Project Manager of Culture Development Program at PT Bank Papua Project Manager of Service Transformation at Perum Perumnas Indonesia Project Manager of Service Culture Development at PT Bank DKI Project Manager of Service Culture Development at Premiair Indonesia Project Manager of Service Culture Development at BCA Project Manager of Service Championship Award at PT Indosat Project Manager of Service Excellence at AHM Honda 37 Project Manager of Service Excellence at Chevron Project Manager of Service Excellence at Bank BRI

Tjantana Jusman Industry Experiences

Core Competencies • • • • • • •

Motivational Session Communication & Presentation Skill Managerial Skill Counseling Book writing Personality Type Analysis (DISC based) etc

• •

Banking Non-profit organization

• • • • • •

Industry of Clients Banking & Financial Ins. Non-profit organization School & Universities Heavy Equipment Manufacturing Telecommunication

Prior Experience •

Trainer, motivator, book author

•

Management Development Program BCA

•

Deposit Dept. Head-Main Branch-BCA

Education & Certification •

Bachelor of Commerce (B. Com)

Bachelor of Religious Education (B. Rel. Ed)

• •

Master of Business Administration (MBA)

•

Advanced Leadership Program – Haggai Institute International •

•

• • • • • • • • • •

Confidence Building Communication Skill Presentation Skill Motivation Leadership Team Building Goal Setting Time Management Customer Service etc

Certified DISC-Analyst

Certified Trainer of “Grab Your Audience!” Program by James Gwee •

Training: Module Development & Delivery

Residence Jakarta-Indonesia

Associate Trainer of James Gwee

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Tengku Hedi Safina Core Competencies • • • • • • • Prior Experiences:  Senior Consultant at Telkom MMC  Head of Corporate Transformation Head of PT Telekomunikasi Indonesia Tbk.  Head of Human Resources Division of Divre 2 of PT Telekomunikasi Indonesia Tbk.  Senior Manager, Service and Marketing of Divisi Regional 2 Jakarta at PT Telekomunikasi Indonesia Tbk. Education:  Industrial Engineering – Universitas Sumatera Utara  Marketing Management – AIM STMB (Post Graduate)  Human Resource – Australian Univeristy (Doctoral) Languages: English and Indonesian Residence: Indonesia

Human Capital Management System Service and Marketing Management Channel & Distribution Management Change Management Quality Management Business Process Re-engineering Malcolm Balridge Performance Excellence

Industry Experiences • • •

Telecommunication Consulting Property

Key Consulting Experiences • • •

• • • • • • • • • •

Started career as an Telecommunication Engineer and has more than 30 years leadership experience in various areas, such as customer service, marketing, corporate sales, channel management, human resources, procurement, quality and contract management. Project Leader of Telkom Transformation and Restrutcurization Program Project Leader of Distinct Job Profile (DJP) program for more than 1000 title of job of PT Telekomunikasi Indonesia Tbk. Project Leader for Committed to Service Excellence Project at PT Telekomunikasi Indonesia. Project Leader for Competency Based Human Resources Management System Public speaker and facilitator/trainer in various subjects such as service excellence, benchmarking, quality management, channel/distribution strategy, operational excellence, PA/Secretarial matters, customer satisfaction and contact center management Certified as Malcolm Baldrige Assessor Certified as trainer / facilitator Service Transformation for Perumnas. Service Transformation for DDB Service Improvement for Asuransi Kesehatan (ASKES) Sales Motivation & Business Process Reengineering for Bank Permata Bisnis Process Reengineering Customer Service and Teller for Bank Rakyat Indonesia (BRI) 39

Wardhani Seodjono Core Competencies

Prior Experiences:  Vice President, Service Delivery and Contact Management, PT Excelkomindo Pratama  General Manager, Human Capital, PT Excelkomindo Pratama  General Manager, Corporate Sales and Channel Management, PT Excelkomindo Pratama  General Manager, Customer Service General Manager Diret Marketing, IBM Indonesia  Manager Quality, IBM Indonesia  Manager System & Contact Management, IBM Indonesia  Procurement Manager, IBM Indonesia  Executive Secretary, IBM Indonesia Education:  STIBA Bandung Languages: English and Indonesian Residence: Indonesia

• • • • • • • •

Customer Service Telemarketing Channel & Distribution Management Quality Management Business Process Re-engineering Malcolm Balridge Performance Excellence Contact Center Management Competency Based HR Management

Industry Experiences • Information Technology • Telecommunication – Cellular

Key Consulting Experiences • •

Started career as an Executive Secretary and has more than 30 years leadership experience in various areas, such as customer service, marketing, corporate sales, channel management, human resources, procurement, quality and contract management. Consultant for Malcolm Baldrige Performance Excellence company-self assessment for BUMN companies in various industries, such as banking, manufacturing, insurance and construction. • Consultant for Service Excellence at KBN (Kawasan Berikat Nusantara) • Consultant for Service Excellence at IPEKA International School • Public speaker and facilitator/trainer in various subjects such as service excellence, benchmarking, quality management, channel/distribution strategy, operational excellence, PA/Secretarial matters, customer satisfaction and contact center management • Registered IBM Malcolm Baldrige Assessor • Registered IBM Benchmarking Coordinator • Holds certificate for Customer Operations Performance Center (COPC) Registered Coordinator • Certified as trainer / facilitator: - Service Standard Development for Premiair - Basic Standard Contact Center for Bank Negara Indonesia (BNI 46)

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Wachyu Susatyo Core Competencies

Industry Experiences

• Risk Management • Graphology

• Banking

• Management

• Leasing

• Sales

• Hotel

• Audit Prior Experiences:  Senior Consultant at PT Sarana Cipta Solusi Indonesia  Grup Head at Hudson Advisors Indonesia  Team Leader, Call Center at Hudson Advisors Indonesia  General Manager at PT Serenita Mitra Abadi  Senior Manager at PT Serenita Mitra Abadi  Assistant Manager at PT Niaga Leasing  Assistant Manager at PT Sejahtera Bank Unun  Accountant at Arini Hotel

Education:  Islamic Indonesian University, Yogyakarta

Training: Consulting Experience :  Risk Management Training  Graphology Training for Credit Analyst

 Treasury Management, Raxindo Consulting  Trend, Solution & Syndication Opportunity: Leasing, Factoring, bank relation with Multi Finance Company, Manfit Consulting  Commercial Finance Analysis, Total mega Inovatif Progress  Management Development Program, PT. Sejahtera Bank Umum and Nitro Institute Banking and Business School  With subject ; Asset & Liability Management, Branch Strategic Planning, Customer profit analysis, Export – Import Management, Human Resources Management, Risk Management for Credit Proposal, Marketing Strategy for Bank, CAMEL .  Commercial Papers, PERBANAS

Languages: Indonesian, English Residence: Indonesia

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PT. Synergy Service Solution Jl. Amil No. 7 Warung Buncit Jakarta 12740 Ph. +62.21.71688902 Fax. +62.21.7943521

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