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Definition of Reputation Credits
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Nopan Pappang
Customer Service Specialist: Consumer Electronics | Call Center, Walk-in Center, Service Partner, and Branch Operations | Certified IT Service Management
West Bandung Regency, West Java, Indonesia
Work Experience
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.
January 2005 - June 2016
Service Channel Support & Warranty Head LG Electronics
• Promoted to manage and run a fully functioning business-critical Walk-in center (DSC-ASC), support 120+ service centers and create strong operations strategy for regional service center (DSC – ASC) and call center operation activity including standardization process, optimization, evaluation and contract, infrastructure, audit and support.
• Lead strategize service business, identify growth area, penetrate into competitor's territory, including service point, brand-shop, and ASC exclusive (Electronic Service Center, Mobile Phone Service Center, and IT Service Center ) to extend LGEIN service network in countrywide, achieve geographical coverage for major cities.
• Manage, analyze and implement financial management/reporting system; ensure that the contract billing and collection schedule adhere to and monitoring the warranty claim process of Authorized Service Partner.
Education
2008 - 2010
Bina Nusantara University
e-Business Management
Licenses & Certifications
Nopan Pappang
CertiProf
Expires September 2023
Nopan Pappang
Management & Strategy Institute
Issued July 2020 · No Expiration Date
Nopan Pappang
EXIN
Issued November 2015 · No Expiration Date
Projects
Customer Service Management System
Serve as primary function for Customer Service business process, including Service Request & Escalation Management (Call Center), Field Service Management, Voice of Customer, Complaint Management, Knowledge Management, and Mobile application (android).
HRIS Transformation
Work with Korn Ferry Consulting to provide end-user functional and technical support within the Human Resources (HR) process area, serve as the liaison between the HR strategy and IT departments, and managing the changes of the HRIS system (SAP HCM).
—
Nopan Pappang
Customer Service Specialist: Consumer Electronics | Call Center, Walk-in Center, Service Partner, and Branch Operations | Certified IT Service Management
West Bandung Regency, West Java, Indonesia
Work Experience
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.
January 2005 - June 2016
Service Channel Support & Warranty Head LG Electronics
• Promoted to manage and run a fully functioning business-critical Walk-in center (DSC-ASC), support 120+ service centers and create strong operations strategy for regional service center (DSC – ASC) and call center operation activity including standardization process, optimization, evaluation and contract, infrastructure, audit and support.
• Lead strategize service business, identify growth area, penetrate into competitor's territory, including service point, brand-shop, and ASC exclusive (Electronic Service Center, Mobile Phone Service Center, and IT Service Center ) to extend LGEIN service network in countrywide, achieve geographical coverage for major cities.
• Manage, analyze and implement financial management/reporting system; ensure that the contract billing and collection schedule adhere to and monitoring the warranty claim process of Authorized Service Partner.
Education
2008 - 2010
Bina Nusantara University
e-Business Management
Licenses & Certifications
Nopan Pappang
CertiProf
Expires September 2023
Nopan Pappang
Management & Strategy Institute
Issued July 2020 · No Expiration Date
Nopan Pappang
EXIN
Issued November 2015 · No Expiration Date
Projects
Customer Service Management System
Serve as primary function for Customer Service business process, including Service Request & Escalation Management (Call Center), Field Service Management, Voice of Customer, Complaint Management, Knowledge Management, and Mobile application (android).
HRIS Transformation
Work with Korn Ferry Consulting to provide end-user functional and technical support within the Human Resources (HR) process area, serve as the liaison between the HR strategy and IT departments, and managing the changes of the HRIS system (SAP HCM).