April Lona

A professional with over 10 years of experience in Building Management, Tenant Relations, and Customer Service. Skilled in leading customer service teams, property operations, and tenant engagement in commercial and apartment settings. Proven ability to manage cross-functional teams and deliver high-quality services to enhance customer satisfaction and operational efficiency.

Building Manager at Bright Property Service Indonesia (BPSI) | Country Garden Group | China Company (2024-09 – Present)

• Oversee and manage all operational and management activities of the property project, develop and implement property management plans, and ensure service quality and operational targets are achieved.
• Lead and manage the daily operations of the Property Management Department, and report work progress regularly to management.
• Monitor the project's financial performance, control budgets, and ensure effective cost management.
• Follow up on customer complaints and supervise corrective actions taken by all departments.
• Oversee the collection of property management fees and outstanding payments, ensuring collection targets are achieved.
• Establish and continuously improve service standards to enhance customer satisfaction.
• Perform any other duties assigned by management.

Customer Service Manager at Bright Property Service Indonesia (BPSI) | Country Garden Group | China Company (2022-09 – 2024)

Manager oversees all aspects of the tenant lifecycle, ensuring exceptional customer experience, operational efficiency, and legal/ethical parity for both clients and internal teams. This role bridges property management, customer service, utility management, and strategic communication.

Chief Customer Relations, HO & Fit Out Dept. at MGM Propertindo Developer | Indonesia (2021-01 – 2022-09)

• Monitored teams handling unithandovers, fit-out processes, and customer services.
• Strengthened customer relationships and coached service staff.
• Developed and evaluated service standards; served as internal content creator.
• Ensure client satisfaction through excellent service and timely resolution of issues.
• Collaborate with building managers, engineering, and contractor to ensure client requirements are translated into deliverables.
• Provide training and support to ensure team effectiveness in client communication.

Tenant Relationship & Fit Out Staff at Sinar Mas Land | Tangerang, Banten (2016 – 2021-01)

• Handled and monitored tenant complaints and fit-out requests.
• Prepared monthly tenant relation reports and coordinated move-in/out processes.
• Inspected tenant areas and public facilities to ensure maintenance standards.
• Prepare weekly/monthly reports on customer satisfaction, complaints handled, and project milestones.
• Develop and maintain long-term customer relationships with owners Assist in coordinating the transition of apartment operations from the developer to the P3SRS (Association of Owners and Occupants).

Tenant Relations Officer & Customer Service Specialist at PT Supermal Karawaci | Tangerang, Banten (2013 – 2016)

• Managed handover and after-sales service for tenants.
• Log and follow up on all complaints and ensure resolution according to service standards.
• Coordinate with engineering, housekeeping, and security teams to support tenant needs.
• Escalate technical or operational issues to the appropriate departments.
• Communicate important building operations, policy updates, and service changes.
• Ensured tenant compliance with company guidelines.
• Served VIP customers and provided excellent service experience.

Bachelor's Degree in Sociology – State University of Jakarta (Universitas Negeri Jakarta) (2008 – 2013)

High School in Social Studies Major – SMAN 8 Kota Tangerang (2006 – 2008)