KEY EXPERIENCES

As Director & General Manager of SQ Centre Indonesia, Indra K. Jusi is responsible for Consultancy, Product & Program Development (training programs and other non‐training service quality improvement interventions), Training Operations, and Quality Management (trainer and program quality assessment).

Indra’s consultancy and training experience in the service quality field include working with top, senior and middle management of various industries to align their business strategies and operations with their service value propositions, and to improve their service quality performance in general. He has also conducted numerous public seminars on the various aspects of service quality locally and regionally.

Among his clients are Bank Mandiri, Bank Rakyat Indonesia (BRI), Garuda Indonesia (GA), Angkasa Pura 2 (AP2), Bank Central Asia (BCA), Bank Permata, BII Maybank, Bank CIMB Niaga, Bank Mega, Bank QNB, Bank UOB Indonesia, Unilever, TRANS Retail Carrefour, AlfaMart, Indosat, Astra Otopart, Astra Honda Motor (AHM), Auto 2000, Astra Daihatsu, Nissan (NMI), Yamaha Motor Indonesia, Asuransi Astra Buana (Garda Oto), Jasa Asuransi Indonesia (Jasindo), ACA, Adira Finance, Acer, RSCM Kencana, RSPI Group, etc.

Prior to joining SQ Centre Indonesia, Indra has spent 6 years as a Professional Architect and Business Development Manager.

KEY EXPERIENCES

Syahrim brings with him 25 years of training starting at Outward Bound Training. As an avid fan of outdoor training, Syahrim has been actively involved in delivering training both indoors and outdoors for clients in Indonesia. Currently as Head of People at SQ Centre Indonesia, Syahrim oversees the development of trainers in their training competencies and also training operations. In developing people, Syahrim works with a pool of trainers and associate trainers in their training delivery and development to deliver multi-level programmes for clients. Syahrim also conduct recruitment and selection of trainers to meet future demand of the Centre’s trainer pool. Syahrim also look into the Quality Management aspect of training that involve Trainers, Facilities and Programmes.
In training operations, Syahrim manages a team that provide support to training and trainers from Pre- Training to actual day training and Post training. The thrust of Training Operations is about providing holistic support to training programmes and delivery by the Centre.

In training, Syahrim delivers training programsat Managerial to frontline levels covering mindset, interpersonal and skills learning. With his outdoor training expertise, Syahrim is highly engaged in conducting teambuilding programmes for clients are department and cross-department level. His composed and friendly approach in training has enable his audience to be engaged with him in the learning. Given his many years of experience, Syahrim builds good rapport with participants at all levels and many find him as being friendly and approachable to learn from. Syahrim’s training approach is by having exciting activities for his participants to be actively engaged in them and learn from the debriefing process. Syahrim has trained many companies from a wide range of industries in the private and public sectors.

Prior to joining SQ Centre Indonesia, Syahrim was the Course Director of Outward Bound Indonesia.

Syahrim holds a Bachelor’s Degree in Education. He is a Certified Practitioner of HBDI (Hermann Brain Dominance Index) and Master Trainer in SQ Centre Indonesia.

Partial list of clients that Syahrim has done training with includes:

KEY EXPERIENCES

Toni brings with him 15 years of experience in management consultancy focusing on Service and Organizational Development. He has worked with many companies in Indonesia in their organizational development and transformation. He held high positions in previous companies which enabled him to connect well with his current clients when on consulting and training projects. Currently as a Senior Consultant at SQ Centre Indonesia, Toni’s core focus is on working with clients in developing and reviewing their workplace operational processes such as Standard Operating Procedures (SOPs) and Service Standards to meet the clients’ service challenges. He works with project teams and steering committees of clients to help them drive process change and organizational transformation. Toni’s approach in managing consulting as a Senior Consultant is by using both learning-led and consulting-led approaches.

Besides consulting, Toni also deliver training programmes at Senior Management to Frontline level where the programmes range from Strategic Management to Frontline Customer Contact. His position and experience from previous companies has enabled him to connect well with his participants of all levels. Toni’s warm and friendly personality makes him approachable to his participants. His participants have benefited from his experience and his sharing of examples injected in his training delivery. As a Master Trainer, Toni has also helped to develop Trainers from basic delivery to advance. Toni has trained companies in Indonesia from different industries in the private and public sectors such as banking, financial and insurance, automotive, hospitality, healthcare, oil & gas, manufacturing, education and government.

Prior to joining SQ Centre Indonesia, Toni has held positions such as Head of Jakarta Sales Operation in Chemical Manufacturing Company, Head of Service Academy of a Corporate University, Lecturer and Management Consultant in Indonesia.

Toni holds a Master’s in Marketing Management Science and a Bachelor’s Degree in Organizational Management from Universitas Indonesia. He is also a Master Trainer in SQ Centre Indonesia.

Partial list of clients that Toni has done training with includes:

KEY EXPERIENCES

Aes brings with him 15 years of training experience with his unique delivery of training that combines learning and entertainment. This stem from his strong interest in the media entertainment and he applies the entertainment concepts into his design of training programs. As Head of Event Management in Service Quality (SQ) Centre, Aes not only organize but also deliver events and training for clients where the events range from the usual company annual retreats to Special events.

Besides running events, Aes is also actively engaged in designing and delivering training programs at Frontline and Cross-functional levels focusing on Service and interpersonal skills. His participants learn through different learning methodologies ranging from adult experiential learning to behavior modelling and simple classroom learning. Aes also design programs that are customized to meet the specific requirements of clients’ training needs. His content designs are often eye-catching through use of infographics and entertaining video streams. In running of events, the activities are often high involvement, high pace, yet fun and competitive.

Aes is a high energy trainer where he delivers his training with passion and enthusiasm that often make participants very willing to participate actively in learning. Aes builds rapport quickly with people he interacts and train with by his wit, warm, amicable and engaging mannerisms.

.Prior to joining SQ Centre Indonesia, Aes was in the banking sector in Training and Development and in Multi-media entertainment industry as Broadcaster and Master of Ceremony.

Aes holds a Bachelor’s Degree in Economic. He is a certified practitioner of 7 Habits of Highly Effective People and Myers-Briggs Type Indicator (MBTI) for Teams. He is also a Master trainer in SQ Centre Indonesia.

Partial list of clients that Aes has done training with includes:

KEY EXPERIENCES

Iqbal has been active in Training and Development for more than 10 years starting as a Training and Development Officer in a Japanese MNC. Over the years, he has been actively engaged in delivering training programmes for many companies across Indonesia. His passion for training has enabled him to be able to both design and deliver training in Service and Organizational Development. Currently as Head of Product Design and Development at SQ Centre Indonesia, Iqbal oversees the design and development of training programs offered by the Centre. His expertise in design involve both customizing and contextualizing the content and process to meet the training requirements and demands of clients. Together with Training Operations, Iqbal and his team are constantly looking into quality of programmes to ensure programme consistency and are in line with current trends in learning design. Iqbal and his team has produced programs for all levels from Senior Management to Frontline and Teams.

In training, Iqbal delivers training programs at Managerial to frontline levels covering mindset, interpersonal and skills learning. His warm and amicable approach enables him to connect fast with his audience. He builds good rapport with all levels and always make learning both engaging, insightful and fun for his audience. Participants are always spontaneous in their response to his facilitation of learning because he injects a “push” to learn environment in class. His training delivery is not by a sit-down teach but by using experiential learning and with other learning and development methodologies that makes the learning holistic and applicable at work. Iqbal has trained companies in Indonesia from different industries in the private and public sectors such as banking, financial and insurance, automobile, hospitality, healthcare, and government.

Prior to joining SQ Centre Indonesia, Iqbal was with PT Indonesia Epson where his key role was in Training and Development.

Iqbal holds a Bachelor’s Degree in Economic Management. He is a Certified Practitioner of HBDI (Hermann Brain Dominance Index). He is also a Master Trainer in SQ Centre Indonesia.

Partial list of clients that Iqbal has done training with includes:

KEY EXPERIENCES

Hendra Saputra or commonly called Hendra has been in the field of Education and Training for approximately Six years and has specialized in the fields of Leadership, Communication and Services. From his experience in this field, he succeeded in Excellent Service and the key to success in almost all fields of business. Before joining the Indonesian Service Quality Center (SQ), Hendra was the Deputy Head of Human Resources at a private company engaged in consulting services in Indonesia. Hendra continued his professional career as Product Development as a Facilitator (Trainer) in the Quality of Service (SQ) of the Indonesian Center since 2019. Erna provided Service Quality training with various topics for the Frontliner and Supervisor levels.

In the training field, Hendra is known as a trainer who is full of enthusiasm and highly motivated. This gives positive inspiration to the participants and encourages participants to be actively involved in every training activity that is delivered by Hendra. Hendra’s experience in HR and People Development so far has made it easier for Hendra to provide practical and effective tips and tricks for trainees on Success Tips in providing Excellent Services. Hendra’s involvement in the field of training and Service Quality projects in various sectors of the company made Hendra familiar with the issues and challenges faced by his participants in the field and this greatly helped the participants especially in the discussion and coaching sessions.

Hendra is known to have excellent analytical and behavioral reading skills, this is due to his educational background as a Bachelor of Psychology. But his love for the field of Training and Development pushed him to learn better.

Several clients handled by Hendra in the field of training include Telkomsel, BNI Syariah Bank, Bank Rakyat Indonesia, Berau Coal, PAMA, and many more.

KEY EXPERIENCES

Hanan has more than 2 years experiences in training and development. She specializes in Psychology and Human Resources Management. She believes that the key to develop human resources in most of industries is to enhance the service quality in the organisation.

She used to be Teacher Assistant at Newport Primary School, Melbourne Australia. She also had experienced as Sales at one of the leading Marketing Consultant in Manchester, UK.

In her professional career, Hananworked as a Teacher Assistant at Newport Primary School, Melbourne Australia. She also had experienced as a Sales at one of the leading Marketing Consultant in Manchester, UK. Before joining Service Quality Centre (SQC), Hanan worked as a Supervisor in Marketing and Training Advisor in one of the Professional Training Institutions for BNSP (Badan Nasional Sertifikasi Profesi) certification. In her experience in the field of training, Hanan understands that training and development should not only focus on knowledge but also concentrate on improving skills and attitudes of trainees. Therefore, when she teaches,Hanan always applied this technique and method.

In the training field, Hanan is known as a trainer with full enthusiasm and highly motivated. This gave positive inspiration to the participants and encouraged the participants to be actively involved in every training activity that was delivered by Hanan. Her psychology degree also helps to provide practical and effective tips in understand human behavior and changing attitude for trainees. In addition, her experience in training service quality has provide her with issues and challenges which will help in training discussion and coaching trainees.

Hanan is known to have excellent observational and behavioral analysis skills, this is due to her educational background as a Bachelor of psychology. But her love for the field of HR development encouraged her to study even more by taking a Masters in Human Resources Management & Development at the University of Salford, Manchester, UK.

Several clients handled by Hanan in the field of training include Waskita, Ciputra, the Ministry of Manpower, Adaro Service, BCA Finance and many more.