Company: DHL Express Indonesia
Company Description: DHL Express Indonesia is the biggest courier company in Indonesia.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Back-Office Customer Service Professional of the Year - All Other Industries
 Nomination Title: Devi Wijayanti, Team Leader
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2020 of the nominated woman, OR written answers to the questions? (Choose one):
Written answers to the questions
- Briefly describe the nominated individual: history and past performance (up to 200 words):
Total 194 words used.
Devi Wijayanti always seen to arrive at the office 30 minutes earlier and greet everyone with her humble smile. She has been a dedicated Customer Service started on November 2017 as a frontline agent. During 2018 - 2019, she maintained outstanding KPI as Best Performance Agent for 6 times. She helped to increase country’s revenue as Best Upselling Agent on July 2018 and November 2018. Devi delivered excellent problem-solving skills that raised customer satisfaction. She has no doubt to arrange meetings with customers whenever it’s needed and open discussions with commercial teams to provide best solution. One day, she received Complaint to Compliment from customer for her fast friendly response.
Her strong will has put her to be an informal leader in Backline team since June 2019 and became Buddy Supervisor who assessed monthly quality of response of her group member. Chances met another chances, Devi finally got stretch assignment as a Team Leader in April – July 2022 that covered the responsibility to supervise a group of frontline agents and handling upselling project. Looking at these many achievements she was finally rewarded as Employee of the Year of 2019 from Customer Service Department.
- Outline the nominee's achievements since July 1 2020 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
Devi aspired not only to be a professional Customer Service, but also to serve the department with her unique ideas to inspire others. It was at ICCA competition in 2019 when Devi presented her technique on how to overcome customer’s complaint about import regulations. Her presentation titled BLACK: Best Customer Advisor to face Customer with Lack of Knowledge has brought her to win 1st Platinum Award amongst more than 40 candidates of multinational companies in Indonesia.
In 2020, Devi continued to join her second ICCA to compete with the Best of the Best Winners of 2019. Although pandemic situation has limited her network access, Devi managed to show her determination in presenting online in front of the judges with no difficulty at all. She presented how to be a high-quality Customer service by performing fast responses by email and call to customer, having good network, and providing one-stop solution. She finally achieved her 2nd Gold Winner Award and it became the first ICCA consecutive winning of DHL Express.
Despite of actively joined national competition, Devi did not hesitate to take opportunity as master ceremony at DHL Events during pandemic year 2020 – 2021. She has shown strong commitment to strive, quickly adapt to inconceivable situation, and maximize Can Do Attitude to complete all challenges. Throughout her period as Team Leader in Frontline, she improved upselling YTD June 2022 as 46,90% which was above target (41,6%) by her initiating action such as leading Upselling workshop on April 2022.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the nominee's past performance (up to 250 words):
Total 248 words used.
Devi is not just excellent on her own, but she has been a great model for her colleagues as well After all her achievements at ICCA, she was asked to be a mentor for ICCA candidates. She was active in assisting and mentoring her colleagues genuinely, providing positive feedback and inputs, and inspiring others to be persistent. Her colleagues were so grateful for her mentorship and truly appreciate her support. In fact, there were several candidates won the 1st English Platinum Awards and 2nd English Gold Awards in 2020; and the 1st Backoffice Platinum Awards in 2021 under her guidance and mentorship.
After completing her duty as a Team Leader, the result showed that 10 of 11 agents under her supervision declared satisfaction of her strong leadership to provide quick solutions and become such an exemplary role model in time management. In her time of being a Team Leader, Devi has been helpful in designing winner poster for Upselling Campaign. Together with the manager, she helped analyze the upselling data to maximize performance. Devi is always eager to learn new things and she does not hesitate to learn from the seniors to open conversations about problem-solving and self - development. Her perseverance is clearly obvious, she keeps growing with many networking and partnership in her new role now as Key Account Executive. Her name keeps shining across the department since she recently received Complaint to Compliment from Key Account Customers on her first month of running the role
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
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| Devi Wijayanti, Team Leader |
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