Sari Zuchri

  • Jakarta
Sari Zuchri

Senior Client Service at International SOS

Summary

Highly efficient Client and Customer Services Management with experience in a wide range of administrative functions, staff
management, operational and qualitu oversight to ensure exemplary customer service.

Direct wide range of office procedures including administration, bookkeeping, customer service, scheduling, event planning, and special projects.

Exceptional interpersonal and leadership skills, with the ability to build positive and productive office teams.

Leverage outstanding organizational and analytical skills to evaluate and revise administrative processes and improve accuracy and efficiency.

Outstanding communication skills to build rapport with clients and employees at lateral and executive levels.

Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint).

Work History

Work History
Jan 2016 - Present

Senior Client Service - EMI Segment

Sales & Marketing Departement - International SOS

Providing a consistent administrative support function to the Sales and Marketing Department in relation to client renewal, operational on-boarding of clients and client reporting.

Key Responsibilities:

1. Account Management and Business Development Support Oil & Gas Segment

• Assisting on Tender participation process
• Assisting with the operational implementation of new accounts
• Client review meetings
• Up-selling
• Ad hoc queries and requests (Assistance Center Tour, Program introduction)
• Accounts Receivable/Cash collection: follow-up call to confirm invoice reception and acknowledgment

2. Analysis and Reporting Supporting the renewal and business review process by generating client specific activity and utilization reports within the agreed timeframe and review with the relevant Business Development Director/ Business Development Manager to ensure the accuracy of information and identification of any potential services issues and implement corrective actions to address the services issues. SalesForce utilization and compliance.

3. Salesforce.com Standard contract preparation, sending, chasing of contract signature, loading of final signed copy into Salesforce.com

4. Process / Project Management
• Management of the end-to-end client renewal process for designated clients
• Management of the end-to-end new client set-up for designated clients
• Maintenance of paper client files
• Act as the primary inter-department liaison on operational / administrative matters.
• Provide training to operations as and when required

5. Quality of Service Management
• Ensuring that administrative data at the account, program and opportunity level is updated and up to date (contacts, addresses, dates, contracts, activities and subscriber declaration)
• Ensuring that procedures and operational information (Authorized Persons, Emergency Contacts and interface with Insurers) are reviewed, accurate and updated with the Assistance Centre audit as KPI.

Jun 2009 - Dec 2015

International Operations Senior Supervisor

Assistance Center Departement - International SOS

Daily oversight of cases including Evacuations/repatriations, active hospitalizations, outpatient consultations, medical referrals, repatriation of mortal remains, medication shipments, security cases as well as concierge cases. Monitor daily case management process to ensure that service standard is upheld and deadlines are met. Motivate and mentor employees on performance levels and prepare daily feedback. Assist in cross-training between departments to help build interoffice relationships and improve overall service to the clients. Work in a team environment.
Responsible for Monthly roster, billing and administration issues and daily case report to Operations Manager and Senior Operations Manager.

 

Jun 2008 - Jun 2009

International Operations Coordinator

Assistance Center Departement - International SOS

Manage the logistics and quality control activities of approximately 50 cases daily, which will vary from medical evacuations, repatriations, monitoring medical care abroad, to security and mass crisis situations. And arrange travel for escorts and patients, including flight arrangements, ground transfer either car or ground ambulance arrangements as well as arranging oxygen on commercial flights. Work with medical personnel on location and in other sites to meet time constraints and patient's needs. Ensure daily communication with clients to ensure they are updated on regular basis. Provide high level of customer service to our clients and patients.

Demand to as quick as possible to attend the call and assist the members in timely manner. Often works with the members of Medical Team, Doctors and Nurses.

Sep 2007 - Jun 2008

Operations Coordinator

First Call Center - Assistance Center Departement - International SOS

As the first “face” of International SOS, I need to be able to assist the first caller as quick as possible with all the assistance needed. Main job was attend all the calls within 3 rings. Mostly works with the Intl SOS clinics, the nurses, doctors and administrators. Works with 5 other team members on the roster.

 

Mar 2006 - Sep 2007

Teacher

LBPP - LIA Gunung Sahari 

Working as a teacher while finishing my Bachelor Degree. Besides teaching, I’m also do programming, scheduling the material. Developing methods on how to deliver a fun learning to the group of students.
Teaching students from range pupils until young adults.

 

Apr 2007 - Jun 2007

Tester

PAPS Psychology Consultant

I started as a Tester, assisting my Professor’s Consultation Bureau. The focus is on Educational psychology by giving several psychological test to pre elementary children and elementary children.
Working with 3 other team members doing the tests, interviews and interpretations report. Regularly reporting to Senior Consultant.

Education

Education

References

PATRICIA PERIDY
Senior Operations Manager, TRICARE Eurasia Africa - International SOS London
"Sari is a self motivated individual, ambitious who is keen to provide high standard of service. As a co-ordinator, Sari was very dedicated to her work, detailed orientated and customer focused. She would always go the extra mile to ensure our customers would receive first class service. Sari worked well under pressure and was able to multitask very well her workload as well as handling large volume of cases. Sari is a hardworker individual who has the potential to grow and develop. Sari is a very reliable individual and it was a pleasure to have Sari in my team as she was a strong team member."


DWIASTUTIY CAHYANINGRUM
Strategic Communication Manager - Australian Embassy
+62 815 893 8738


FEBRIANI AMBARWULAN
HSSE Manager - International SOS Jakarta
+62 811 3914 257


KINONG ANGGRAENI
Senior Facility Manager - ISS Facility Services A/S
+62 817 4904 009