Nopan Pappang

September 2018 - Present

Service CRM Product Lead  PT. Softindo Teknologika Abadi

• Worked closely with Customer Service Department and IT Team to analyze business requirements, system enhancements, and their resources in order to provide end-user functional and technical support within the CRM Service process area by managing the changes of the Customer Service Management System.

• Serve as primary function for Customer Service Management System module: Service Request & Escalation Management (Call Center), Field Service Management, Voice of Customer, Service Order & Part Management, Warranty Claim Management, Complaint Management & Knowledge Management, Mobile application (android).

November 2016 - July 2018

PMO Support Manager  PT. Systel Indonesia

• Researches, designs, develops operates, and maintains support services for existing and new business applications and/or information systems solutions through the integration of technical and business requirements per standard company IT process methodology.

• Support the CTO to lead the design and implementation of a common project management methodology, standards, and tools to drive and facilitate the successful delivery of projects.

• Responsibilities include but are not limited to, Project Management deliveries, Managed Services deliveries, and Customer Support activities.

January 2012 - June 2016

Branch Operation Support Head  PT. LG Electronics Indonesia

• Exceeded branch key performance index levels and received best branch sales operations, including sales achievement 15% YoY.

• Compiled and designed the weekly and monthly sales, shipments, and product-returns reports that were used to make the inventory and budget decisions every day.

• Compiled and designed daily sales reporting and stock by the SAP Business Objects/BI to assist Branch Manager and Salesman in tracking, calculating, and updating daily sales achievement against the target.