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: Prytta Afifah Larashati - Ignite your passion
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 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 200 words used.
Prytta has known for her excellence in increasing customer engagement since joining as a Customer Service in August 2019. She adapted quickly to her role as a frontline agent as she earned The Best Frontline Agent under Six Months in October 2019. With her exceptional performance, she later took over the Service Desk role and successfully maintained 0 escalations from 2020 to 2021. She also consistently achieved her upselling goals with an above target of 52% while resolving customer inquiries, which led her to win the Upselling Campaign in November 2021.
Prytta tends to embrace working under pressure which forces her to pull out her great effort to develop herself as a motivated employee. This value can be seen as she always maintains positive interactions with customers and she is assigned to be a buddy for Key Account Executive in certain circumstances.
Prytta also enthusiastically participated in several company projects and events. In 2022, she got accepted into the Cheerleader Team in preparation for Asia Cup 2023. As a passionate person, she proved that she has a commitment and a strong will to maintain her outstanding performance at work while she exercises for cheerleading twice a week in a year.
- Outline the nominee's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
Passion is the value that describes Prytta perfectly for the role of Customer Service in DHL Express. Prytta has moved as a Backline Agent in 2022 and she was assigned to own her project for compiling IMEI issues. This project is in line with improving service quality as she is responsible for monitoring IMEI registration failure for cellphone importation to Indonesia. She has to ensure that she minimizes service incidents by speeding up the IMEI registration process to the Clearance Team.
Furthermore, Prytta has signed up for training in Jakarta Gateway for 2 weeks to learn the customs clearance directly. She is encouraged to demonstrate her knowledge by presenting it to her team afterward.
Prytta later became a role model to her colleagues. One day, she showed her persistence in solving her crucial case of FIFA World Cup Shipment by providing the best solution to clear the shipment in time and succeeding in receiving a Straight To The Top Compliment. Besides that, she proves that she has the spirit to solve the customer issue right first time as she managed to turn complaints into compliments 3rd time this year.
Nevertheless, Prytta showed she could perform brightly in her work and actively exposed her dancing skills for numerous company events. She gained a positive impression as she became 1st Winner of DHL Got Talent in 2019, earned 2nd Place in the Cheerleader Team for DHL Asia Cup 2023, and was chosen as Employee of the Year Nominee in 2021 and 2023.
- 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 249 words used.
Prytta has an extraordinary spirit to earn her achievements in 2023. Besides handling shipment from DHL Indonesia, she also entrusted to handle special projects for managing queries DHL Timor Leste as well. Prytta is the only one advisor who assist and cooperate with staff DHL Timor Leste remotely. She is also showing her consistency with the average KPI during 2023 of 131.20%. This is proof that she has the best quality and excellent customer service among the other advisor.
Prytta is always aspired to balance her work life with her passion for Ballet. Throughout her work, she constantly took part in performing at the company’s events and willingly responsible for dance choreography in multiple performances such as CS Week and CS Outing. Recently she also performed a welcome dance for the CEO of DHL Express Asia Pacific, when he visited Jakarta. Moreover, she managed to perform at DHL's Indonesia 50th Year Anniversary which took place in Bali and Jakarta in 2023.
Prytta not only participated in the company’s event but also volunteered in the company’s project. She was supported in making DHL Calendar for 2022 and becoming a model. In 2023, she involved Company’s Social Responsibility called Indonesia Unggul Scholarship and funded by the regional office to help underprivileged student in Indonesia continue their education.
Prytta’s influence in the company cannot be overstated. She showed her colleagues that she could demonstrate a high level of diligence customer service and still capable of joining positive activities in the company.
- 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):
| Attachments/Videos/Links: |
|---|
|
