Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Nico Sugiharto

Jurupa Valley,California

Summary

Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. 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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

16
16
years of professional experience

Work History

SR Service Representative

Labcorp
05.2023 - Current
  • Assisted customers with service based on individual needs and preferences.
  • Responded to customer requests for pickup, services.
  • Developed customer service policies and procedures to meet and exceed customer satisfaction standards.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge and services and creating welcoming, positive experiences.
  • Tracked customer service cases and updated service software with customer information.
  • Load all necessary suppliers needed for the daily pickups
  • Complete daily pick up schedule in a timely manner
  • Deliver all daily picks to your branch at the end of your shift
  • Handle all specimens and lab samples in a safe and efficient manner
  • Safely operate a company vehicle and obey all traffic laws
  • Utilize handheld electronic device to manage daily picks up
  • Work directly with the dispatcher for additional pick-ups as needed
  • Evaluate traffic patterns, alternative routes, and weather conditions as needed

Driver, Warehouse Orders

ALL COUNTIES EXPRESS / DI Overnight
02.2019 - 04.2023
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Completed rush deliveries on tight timetables to satisfy customer needs.
  • Completed on-time deliveries by choosing best and most efficient routes.
  • Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
  • Loaded truck and properly secured items to prevent damage for deliveries.
  • Maintained upbeat, positive attitude in busy, customer-focused environment.
  • Delivered packages to customer doorsteps and business offices.
  • Operated vehicle safely in highly congested areas with no traffic violations.
  • Inspected and maintained delivery vehicles regularly to keep in safe working order.
  • Managed customer inquiries and complaints in polite and professional manner.
  • Communicated with dispatchers to stay informed of changes to routes and delivery schedules.
  • Verified accuracy of all deliveries against order forms.
  • Worked scheduled hours as required and took on available shifts during holidays and busy periods.
  • Expedited deliveries to meet customer deadlines and requirements.
  • Worked with road knowledge, GPS systems and paper maps to navigate planned route and make adjustments.
  • Used two-way radios to stay in contact with dispatch and receive last-minute instruction changes.
  • Promoted customer satisfaction by addressing or escalating concerns for quick resolution.
  • Successfully avoided time delivery delays by carefully planning best routes.
  • Determined quickest and safest routes for delivery by using effective planning and organizational skills.

Management Supervisor

XpressionMobile
01.2015 - 01.2019
  • Launched quality assurance practices for each phase of development
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
  • Leveraged data and analytics to make informed decisions and drive business improvements.
  • Managed senior-level personnel working in marketing and sales capacities.
  • Established team priorities, maintained schedules and monitored performance.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Successfully managed budgets and allocated resources to maximize productivity and profitability.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
  • Assisted in organizing and overseeing assignments to drive operational excellence.

Supervisor

Delta Airlane Food
02.2010 - 10.2014
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Solicited customer feedback to identify and improve on areas of weakness.
  • Boosted team performance by developing customer service training materials and conducting service training.
  • Developed and implemented customer service policies to enhance satisfaction.
  • Evaluated customer needs and feedback to drive product and service improvements.
  • Observed packing operations to verify conformance to specifications.
  • Devised and implemented processes and procedures to streamline operations.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Frequently inspected production area to verify proper equipment operation.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Helped meet changing demands by recommending improvements to business systems or procedures.

Driver

Golden Star Overnight
06.2008 - 04.2009
  • Delivered goods and products to customer on time and in excellent condition.
  • Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
  • Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
  • Kept detailed mileage and fuel reports to track overall fuel costs.
  • Coordinated efficient routes to avoid delays and optimize schedules.
  • Followed proper safety procedures and protocols while loading, unloading and operating vehicles.

Education

High School Diploma -

SMA YSKi Kristen
Semarang,Indonesia
06.2007

Skills

  • Call center experience
  • Stress Tolerance
  • Strong Work Ethic
  • Dispute Resolution
  • Complaint Handling
  • Training and mentoring
  • Appointment Scheduling
  • Paperwork Processing
  • Consultative Sales
  • Account updating
  • Call Management
  • Report Generation
  • Data Entry
  • Computer Proficiency
  • Route Management
  • Microsoft Excel
  • Microsoft Outlook

Languages

English
Professional Working
Indonesian
Limited Working

Timeline

SR Service Representative

Labcorp
05.2023 - Current

Driver, Warehouse Orders

ALL COUNTIES EXPRESS / DI Overnight
02.2019 - 04.2023

Management Supervisor

XpressionMobile
01.2015 - 01.2019

Supervisor

Delta Airlane Food
02.2010 - 10.2014

Driver

Golden Star Overnight
06.2008 - 04.2009

High School Diploma -

SMA YSKi Kristen

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Nico Sugiharto