Experience

Logisly

• Indonesia
• Transportation, Logistics, Supply Chain and Storage
• 100 - 200 Employee

• Allocation Associate

  • Aug 2020 - Present



Traveloka

• Singapore
• Software Development
• 700 & Above Employee

• Vendor Management

  • Jun 2018 - Jun 2020

  Maintaining financial loss for the operations team. Creating KPI and SOP for operations, monitoringproduct knowledge, leading improvement projects, and doing forecasting for people allocation toachieve maximum effectiveness.● Reducing financial loss due to operations issues by setting up vendor KPI.● Setting up operations KPI & do recalculation of the KPI based on current situations and agentperformance. Assessing both quality and quantity performance.● Maintaining product knowledge & delivery quality by leading training for new product andrefreshment for existing operations teams. This includes creating pre-test and post-test toassess operations capability in terms of product knowledge to make sure 0% of error.● Forecasting for people allocation from vendors to make sure 95% of issues are addressed ina timely manner. This includes all channels (message center, email, inbound call, and socialmedia). The forecast is being done based on analyzing historical data and current data.● Managing performance dashboard for operations in all channels.● Leading project to improve FCR (First Contact Resolution) resulted in ~100% solving timeimprovement, from 60 minutes to 30 minutes, and FCR rate improvement from 62% to 97%.This project intended to make sure issues are solved in the first operations layer by havingclear & structured escalation points.● Creating customer journey SOP for operations team, together with product team.● Acquiring vendors for Malaysia, Kuala lumpur, and Indonesia’s tier 2 operations team, dealingwith the end-to-end process starts from listing down requirements needed, pricingnegotiations, manpower negotiations, setting up tools, performance checking, and training.

• Internal Auditor

  • Jul 2018 - Jul 2019

  Analyzed and reduced fraud for the operations team. Identified risk and created recommendations tosolve issues.● Analyzed and evaluated operations team transaction data, document and reports to assessfraud. This is done by analyzing money IN and money OUT.● Created new initiatives for risk management, to reduce risk in the operations team. Thisincludes wiping off the sharing account, access limitation, and hardware limitation.● Made a weekly report to highlight issues related to fraud, and did problem solving.● Created a recommendation to close the Vietnam operations office due to efficiency & fraudactivity.

• International Ticketing Team Leader

  • Aug 2016 - Jun 2018

  Solved issues related to customer operations, did refreshment and training to maintain productknowledge within the team, and led training for Indonesia, Vietnam, Thailand, and Phillippine (issued,reissued, refund, and customer facing)● Solved unresolved issues from the operations team, by making sure the decision being takenhas a very minimum financial loss for Traveloka.● Acted as decision maker for all customers complaints.● Maintained ticketing team’s performance based on KPI.● Appointed as best team leader in January 2018, February 2018, and June 2018.



ATI Business Group

• Indonesia
• Business Consulting and Services
• 700 & Above Employee

• Ticketing Agent

  • Jun 2014 - Aug 2016

  Handled ticketing for USA team Handled ticketing for USA team