Doni Kurniadi
New York
Summary
EXPERIENCE
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
30
30
years of professional experience
Work History
Customer Service Representative
United Airlines
Queens, United States
07.2022 - Current
- Communicate with customers in lobby and ticketing counter, generate customers reservations and boarding passes, resolving disservice situations (e.g., determine alternate flight options for delayed, cancelled, or missed flights, change/rebook a reservation)
- Assisting customers with flight reservations, ticketing and check-in, boarding the passengers at the gate, as well as receiving inbound aircraft at La Guardia Airport.
- Act as agent on demand to provide solution for delayed and cancelled flight.
- Resolved customer inquiries and complaints with empathy and efficiency.
- Facilitated flight bookings and modifications using advanced reservation systems.
- Implemented process improvements that streamlined service delivery operations.
Sales Manager - Indonesia
Ecolean
03.2019 - 06.2022
- Drive business development of Ecolean sustainability packaging and filling machines in Food, Dairy & Beverages industry, in Indonesia and MSP (Malaysia, Singapore & Philippines) market, as part of Ecolean Asia Pacific, that also covers Thailand, Vietnam & Australia/New Zealand market.
- Achievement: Installing 3 Ecolean Filling Machines in Real Good, a major dairy company in Indonesia, with total capacity of 80 million packs in annual basis.
- Supporting Real Good from technical standpoint by leading 3 site engineers, and supporting Real Good business development to run the co-packing products for other food & beverages company in Indonesia.
Key Account Manager - Category Cosmetics
Tetra Pak
10.2014 - 02.2019
- Build productive, professional relationships with key personnel in Tetra Pak assigned customer accounts in Cosmetics, Personal Care & Home Care industry: L'Oreal, Unilever, Reckitt Benckiser, Glaxo Smith Kline, to maintain sustainability of Tetra Pak business in carton packaging, processing equipment and technical services.
- Held the role of Global Business Development Manager in Unilever as Tetra Pak's Global Key Account Customers, executing the $2.5 M project in Skin Care factory in Indonesia and $500K Home Care plant in Turkey.
- Winning the order of processing solutions for Sensodyne tooth paste manufacturing at Glaxo Smith Kline Indonesia with project value of $2M.
- Winning the order of processing solutions for Dettol liquid soap & hand sanitizer manufacturing at Reckitt Benckiser Indonesia with total project value of $3.5 M.
- Winning the order of processing solutions for Mandom, a Japanese based personal care company, for Gatsby hair care manufacturing with total project value of $1.5 M.
- Experienced Business Development Manager with a demonstrated history of working in the manufacturing, chemicals, cosmetics & health care industry.
Operations & Contract Manager
Nalco
01.2012 - 09.2014
- Manage the continuous and uninterrupted operations in obtained contract between Nalco and customers, for chemicals application of oil purification at their respective oilfield.
- Manage the activities of 2 sites manager and 7 field engineers, as well as establish intensive communication in weekly/monthly basis with project/contract owner to ensure the delivered products/services meet the requirement as stated in agreed upon contract.
- Winning the contract at following Indonesia Oil & Gas exploration field: 3 years contract in Chevron Makassar Limited, with total value of $4.8 M, 2 years contract in Total Indonesie Salt Water Reverse Osmosis (volume base), 2 years contract in Santos Ltd Pty Sampang Madura (volume base), 2 years contract in Medco Kaji & Rimau with total value of $575 K, Regular chemicals application in Pertamina Balongan, Ramba & other minor oil and gas industry throughout Indonesia.
Plant Manager
PT. KIMIA FARMA, TBK - Trifa Raya Laboratories
05.2005 - 12.2011
- Responsible to the shareholders of PT Trifa Laboratories to obtain the plant certification from Badan Pengawasan Obat & Makanan (BPOM) according to the latest version of Cara Pembuatan Obat yang Baik & Benar (CPOB).
- Set up the system of Trifa Laboratories manufacturing and supporting system, establish the new function i.e. Quality Assurances, Engineering Support, Research & Development and improve the Product Cost Accounting reporting.
- Working together with Plant Renovation Team and respective suppliers for Heating, Ventilation and Air Conditioning (HVAC), Water Circulation and Purification, Building Construction & Maintenance and Warehousing system, as part of the plant certification requirement.
- Manage the function of Production, Quality Control/Quality Assurance, Logistics, Sales & Marketing, Engineering and Product Development supported with 4 Managers and 7 Apothecary.
Sales Manager - Life Science & Analytics, Chemical Division
PT. Merck Tbk
08.2002 - 05.2005
- Responsible for sales of Life Science Products, Chemical Reagents and Analytical Laboratory Testing Media, supported by 8 Technical Sales Representatives on major cities in Indonesia.
- Establish the business communication and coordination with PT Merck authorized distributors to improve the services for customers and clients.
- Provide technical supports for customers and clients in pharmaceutical, food & beverage, institution and technical industry through workshop, training and seminars to improve the knowledge of product usages as well as its handling and safety aspects.
Product Development Coordinator
Mattel, Inc.
06.1996 - 07.2002
- Develop the chemical formulation, including paint, plasticizer, plastic resin as part of design and development of Barbie Fashion Dolls in Cikarang Manufacturing Plant with capacity of 300.000 toys/store keeping unit per week.
- Manage the face paint development of Barbie Dolls according to initial face paint design from Design & Development in El Segundo, California, USA headquarters as standard for plant manufacturing.
- Supervise 4 face paint technicians and 3 chemicals formulations in design and development activities and supporting the troubleshooting in daily manufacturing activities, along with Product Team consist of Production, Engineering, Quality Control and Supply Chain.
- Communicate with suppliers in sourcing of new chemicals material as part of process improvement and cost reduction program.
- Leader of Water Based Paint program for face painting to replace the usage of Chemical Based Paint as part of Mattel Green Technology implementation.
Education
Master's degree - Business Administration
Universitas Padjadjaran (Unpad)
01.2004
Bachelor - Chemical Engineering
Institut Teknologi Bandung (ITB)
01.1996
Skills
- Customer Service
- Customer Relationship Management (CRM)
- Team Leadership
- Customer service
- Critical thinking
Languages
English
Full Professional
Indonesian
Native or Bilingual
Timeline
Customer Service Representative
United Airlines
07.2022 - Current
Sales Manager - Indonesia
Ecolean
03.2019 - 06.2022
Key Account Manager - Category Cosmetics
Tetra Pak
10.2014 - 02.2019
Operations & Contract Manager
Nalco
01.2012 - 09.2014
Plant Manager
PT. KIMIA FARMA, TBK - Trifa Raya Laboratories
05.2005 - 12.2011
Sales Manager - Life Science & Analytics, Chemical Division
PT. Merck Tbk
08.2002 - 05.2005
Product Development Coordinator
Mattel, Inc.
06.1996 - 07.2002
Bachelor - Chemical Engineering
Institut Teknologi Bandung (ITB)
Master's degree - Business Administration
Universitas Padjadjaran (Unpad)