Ardi Suryana

for-website11His affair with customer service excellence began when he started as a humble waiter at Holland America line (a cruise line company based in Seattle, USA), in 1992. There, he learnt how to provide 5-star services and products in F&B to the international passengers.

Four years later he joined the 5 star diamond hotel, The Ritz-Carlton Bali Resort & Spa in Jimbaran, Bali. In the next few years Ardi was to win several prestigious service-related awards from the hotel chain, including Employee of the Year (1998) and Leader of the Year (2004) . In 2004 he was promoted to Assistant Director of Food & Beverage which saw him having responsibility for 11 of the hotel’s outlets. In 2005 he was also nominated for the J. Willard Marriot Award of Excellence as an acknowledgement of his outstanding service to the institution.

Ardi’s experience and training, which includes stints with international trainers from the hotel chain and overseas courses in Singapore, Shanghai and Hong Kong, combined with his passion for customer service excellence and affable manner make Ardi an ideal analyst, trainer and coach to the personnel of any business that is serious about using customer service as a competitive advantage.

Felicia Nugroho

fel_small2Felicia co-founded Effective Customer Care with a solid background in consumer and market analysis, management as well as training and development. In 1995, Felicia began her career as an analyst with Australia’s largest market research company, Roy Morgan Research, in Melbourne, Australia. She then moved to Geospend (a division of Australia Post) where she built up her knowledge in consumer market analysis. In 2002, she joined Pathfinder Solutions (Australia), a specialist in providing market and business insights to clients, as a business analyst.

After spending 15 years in Australia, Felicia returned to Indonesia in 2003, bringing with her international corporate experience. She joined Roy Morgan Research Indonesia in 2004, for their first Asian office, where she was appointed General Manager soon after. In 2006, Felicia relocated to Bali to join Tirian International, a leading international organizational learning and development company, where she took on a Business Development role.

Based on her extensive knowledge and experience in consumers and market intelligence, Felicia is committed to help businesses achieve effective customer service program that of high standards and sustainable.