2. Katalog Pelatihan PT Synergy

Synergy Training Program

Disiapkan secara ekslusif oleh Synergy

1

Agenda

Who We Are

Framework dan Metodologi

Our Training Program

Investasi

Why Synergy

2

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

3

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.

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.

4

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

5

PRODUCTBidang Usaha

PERFORMANCEKomitmen dan

garansi yang diberikan

untuk konsumen

Nilai Tambah

Pembeda

PROCESSSistem dan

prosedur yang

mendukung penjualan

produk

PEOPLEKunci utama

untuk menjaga

kualitas dari

produk dan

layanan jual

Untuk Membangun Layanan Unggul

6

Konsep KINERJA

Kinerja

Plan

Train & Develop

Monitoring &

Coaching

Reward & Recognition

Fokus

Program

7

Konsep Pelatihan Synergy

ATTITUDE (45%)

SKILL (45%)KNOWLEDGE

(10%)

Teori : Praktek (30 : 70)

8

Metodologi (4D’s)

Deliver Diagnose

DesignDevelop

Learning

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

Tujuan :

Melakukan proses desain materi

yang sesuai dengan kebutuhan

peserta berdasarkan hasil

assessment di tahap awal.

Metode :

1. Brainstorming

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

Tujuan :

Mendorong peningkatan

produktivitas, kualitas dan

pengembangan SDM sehingga dapat

menjadi standar di perusahaan terkait.

Dengan begitu, perusahaan tersebut akan

mampu bersaing baik dengan perusahaan-

perusahaan nasional maupun dengan

perusahaan asing.

Metode :

Pelatihan

9

Our Training Program

Treat every customer as if they sign your paycheck … because they do.

Unknown

10

SERVICE EXCELLENCE

SE.1 “WOW” Service

SE.2 Service that Sells

SE.3 Complaint is a Gift!

SE.4 Living the Service – Service

Ambassador

MANAGERIAL SKILL

MS.1 Being a Trusted Leader

MS.2 Creative Briefing & Presentation

MS.3 High Impact Coaching

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 Service Motivation

11

SPECIALITIES - Staff

SP.1 Being a SMART Secretary

SP.2 Build a Positive Image thru

Professional Receptionist

SP.3 High Impact Telephone Courtesy

SP.4 Service Excellence for Back Office

SP.5 Excellence Security Officer

(Satpam) is the Power!

SP.6 Successful Collection thru

Professional Collector

SP.7 Being a Successful Funding Officer

SP.8 Building a Network

SPECIALITIES - Leader

SP.10 Managing Service for Branch

Manager

SP.11 Managing Sales Team for Team

Leader

SP.12 The Power of Empowerment

SP.13 Leading an Effective Meeting!

SP.14 Building Trust dan Teamwork

(Team Building – Outbound)

SP.15 Strategic Planning – Translate

Vision in to Action

SP.16 Discipline without Punishment!

SP.17 Business Acumen

12

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

13

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


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!

Teknik berkomunikasi secara efektif:

mendengarkan, berbicara sistematis, dan

melalui media yang tepat.

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

15

BOOST YOUR

SALES

PERFORMANCE


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


Account Officer,

Funding Officer,


Force

2 hari

SS.3 The ART of

Lobbying &

Negotiation

-Prinsip Lobi dan Negosiasi

-Teknik Lobi dan Negosiasi

-Praktek Lobi dan Negosiasi


Account Officer,

Funding Officer,


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

16

MOTIVATION

SESSION


MS.1 Service

Motivation

-Memastikan keseragaman

pemaham dan komitmen dalam

diri pemimpin/karyawan

mengenai pentingnya Service

Excellence

-Mendorong peningkatan loyalitas

nasabah dan peringkat MRI

Karyawan s.d

Pemimpin

1-3 jam

17

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

18


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

19


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

20


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

21

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

22

• 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

Tempat dan konsumsi (jika ada)

Transportasi pp dan akomodasi bagi

seluruh peserta dan fasilitator (jika

lokasi di luar Jakarta)

Infocus, sound system, screen,

flipchart, ATK

Biaya sudah termasuk

25 eksemplar workbook (kecuali

sesi motivasi)

Sertifikat (kecuali sesi motivasi)

Pajak Penghasilan (PPh)

23

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-

24

Client

25

Client

26

FounderSynergy – seperti namanya- adalah kumpulan praktisi, fasilitator dan konsultan yang sangat kaya akanpengalaman di setiap level pelayanan, kepemimpinan dan penjualan. Diperkaya dengan latar belakang,keterampilan dan pengalaman yang berbeda-beda, kami telah membangun tim yang sangat kuat, penuhdengan 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

Core Competencies Industry Experiences

Key Consulting Experiences

• Project Management• Service & Sales• Software Design

• 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.

Prior Experiences:Relationship Manager, Corporate Bank, Citibank

N.AManagement Associate, Corporate Bank, Citibank

N.ASoftware Designer,

NextWeb, JakartaSoftware Designer,

Carnegie Mellon University, Pittsburgh, PAProfessor 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

• Services– Banking & Finance– Information Technology– Otomotif

Aristiwidya

28

Core CompetenciesIndustry Experiences

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,

AustriaBundesgymnasium, Wina,

AustriaIndonesian School, Cairo,

Egypt Institut Pertanian Bogor,

Bogor

Languages:Indonesian, English


Chairani Pelita Silalahi

Training: Bank Accounting, Bank Universal

Liabilitied Product & Services, Bank Universal Electronic Banking, Bank Universal The 7 Habits og highly Effective PeopleSelling Services, Bank Universal Astra Total Quality Management Speechpower, Bank UniversalAmex 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 IndonesiaWorkshop & 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

• Sales Strategies and Performance Management

• Service Management

• Management Development

• Team Building and Coaching

• Facilitation and Training

Customer Service, Sales, Personel Banker, Telecomunication

29


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



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

Consulting Experiences

Dwi Herminingsih

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.






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

Telecomunication

30



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

• 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

Prior Experiences: Partner Dunamis Organization Services

Director of Program & NewsPT TVRI (Persero) President Director

PT SARANA MITRA GLOBAL Partner, PT HANESA Vice President, Senior

ExecutiveBank Papan

Marketing & Service Director Credit Card, Citibank

Marketing Manager Foods Division

PT Unilever IndonesiaGroup 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


Enny A. Hardjanto• Manufacturing

– Fast Moving Consumer Goods– Pharmaceuticals

• Services– Bank & Financial– Telecommunications– Otomotif– Petroleum

31


Prior Experiences:

Assistant Vice President at

Standard Chartered

Assistant Vice President at Bank

Danamon

Manager at Citibank N.A,

Supervisor Front End Card at GE

Finance Indonesia

Education: Bachelor of Management

Gadjah Mada University



Eko Prihatmodjo

Training:

Great Manager Program Training from StandardChartered 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

• Risk Management

• Graphology

• Management

• Banking

• Leasing

Consulting Experience :

Risk Management Training

Graphology Training for Credit Analyst

Trainer for Exceeds Training and Professional

32

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

GiokniwatiCore 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

Industry Experiences

• Banking

• Food Retailer

Training: Module Development & Delivery

Industry of Clients

• Surveyor• Pharmaceuticals• Oil & gas• Banking & Financial Ins.• Food Retailer• Non-profit organization• School & Universities

Business Process Re-engineering

ConsultingPrior 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

Co-author (with James Gwee) book “Instant Quotation on Customer Service Excellence”

Others

33


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



Hengki Ladinegara

Training & Workshop :

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

• Risk Management

• Graphology

• Collection

• Banking

• Leasing




Train the Trainer “Melayani dengan Menyentuh

Hati” Wom

Train the Trainer “ Professional Telephone

Technique” Citibank

34


• Service

• Branch Banking

• Leadership & Management

• Research Coordinator

• Coaching

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


• Services:

– Banking & Finance

– Insurance

– Real Estate

– Otomotif

– Trading

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


Irene Tejo

35

Core Competencies


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 GadingBranch, Bank Dagang Nasional

Indonesia Account Officer, Corporate Banking, Bank Dagang Nasional

Indonesia Retail Account Office, Commercial

Banking, Bank Dagang NasionalIndonesia

Assistant Dealer, Treasury Dept, Bank Dagang Nasional Indonesia

Education: Universitas Tarumanegara, 1990



Imelda Lukito

Training:Management Development

ProgramBasic Management

Workshop – Dale CarnegieCoaching and Counseling –

Dale CarnegieManajemen Pemasaran Jasa

– PPMPersonal Development –

John Robert PowerNegosiasi untuk Para

Manger – PPMFace to Face Selling SkillSeven Habit of Highly

Effective PeopleTargeted Selection

WorkshopTrain the Trainers Workshop

The Power Principle –Influence with Honor

Speech Power WorkshopBeauty of Selling

Credit Risk Management and the Evolving Banking

IndustryDISC, Thomas International

management SystemsDISC for Sales Strategy, OTI






• Coaching

Sales, Services, Coaching and Training in the Banking Industry

Otomotif

Insurance

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

Consulting Experiences

36



• Human Capital Management System• Service and Marketing Management• Corporate Culture• Change Management• Quality Management• Business Process Re-engineering• Malcolm Balridge Performance

Excellence• Coaching

• 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

• Project Manager of Service Excellence at Chevron

• Project Manager of Service Excellence at Bank BRI

Prior Experiences:Consultant at PT Dunamis

Organization ServicesSenior 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 BandungHuman Resource

Management – MM-UGM (Post Graduate)



Putu Ayu Novita• Telecommunication• Banking• Property• Aviation• Coal Mining• Health Care• Trading• Otomotif

37

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

• Certified DISC-Analyst

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

• Associate Trainer of James Gwee

ResidenceJakarta-Indonesia

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

Tjantana JusmanCore Competencies

• Motivational Session

• Communication & Presentation Skill

• Managerial Skill

• Counseling

• Book writing

• Personality Type Analysis (DISC based)

• etc


• Banking

• Non-profit organization

Training: Module Development & Delivery

Industry of Clients

• Banking & Financial Ins.• Non-profit organization• School & Universities• Heavy Equipment• Manufacturing• Telecommunication

38



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

• 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)

Prior Experiences:Senior Consultant at

Telkom MMCHead 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)



Tengku Hedi Safina

• Telecommunication• Consulting • Property

39



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

• 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)

Prior Experiences:Vice President, Service

Delivery and Contact Management, PT

Excelkomindo PratamaGeneral Manager, Human

Capital, PT Excelkomindo Pratama

General Manager, Corporate Sales and

Channel Management, PT Excelkomindo PratamaGeneral Manager,

Customer Service General Manager Diret Marketing,

IBM IndonesiaManager Quality, IBM

IndonesiaManager System &

Contact Management, IBM Indonesia

Procurement Manager, IBM Indonesia

Executive Secretary, IBM Indonesia

Education:STIBA Bandung



Wardhani Seodjono• Information Technology• Telecommunication – Cellular

40


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



Wachyu Susatyo

Training:

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

• Risk Management

• Graphology

• Management

• Sales

• Audit

• Banking

• Leasing

• Hotel




41

www.thesynergyway.com

PT. Synergy Service SolutionJl. Amil No. 7 Warung Buncit

Jakarta 12740

Ph. +62.21.71688902

Fax. +62.21.7943521

42

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