Experience

Sampingan

• Indonesia
• IT Services and IT Consulting
• 1 - 100 Employee

• Operations Support & Inquiry Management Manager

  • Jan 2023 - Present

  - Responsible for the overall workers' Support and including worker administration, project support and customer care division.- Created the standardization for workers administration, project support and customer care division.- Achieved and improved all metrics related workers' administration, project support and customer care division.- Responsible and handling all critical and crisis situations, fraudulent activities cases, and industrial relations.- Coordinating with internal relevant stakeholders to improve the process related to workers' administration & care division and external stakeholders to negotiate or solve the problem, i.e. disnaker, Police, and labor union. Show less

• Service Operation Lead and Inquiry Management

  • Oct 2022 - Dec 2022

  - Led team Service Operation and Care Division.- Responsible to generate revenue by creating several services to offer for workers, i.e. transfers bank services, phone credit, cv creation, and career consultation.- Responsible to increase and achieve revenue from EWA (Earned Wage Access)

• Workers Retention Manager

  • Mar 2021 - Sep 2022

  - Led team workers partner.- Monitoring and executing all project inquiries that are informed by PMO, such as candidates interview preparation, agent checking for some matters from clients, etc.- Project fulfillment monitoring.- Initiated worker's forum group discussion.- Responsible to maintain workers' engagement.- Reporting about project and workers' condition.- Create the analysis of cases around the project and can elaborate on recommendations for Central Ops.- Creating standardization (SOP) for workers' partner division, i.e. disciplinary action, workers' communication & handling & engagement activities.- Responsible to handle any case critical, crisis situation, and industrial relation.- Achieving and maintaining high worker satisfaction.- Coordinating with internal relevant stakeholders to improve the process related to workers' partner division and external stakeholders to negotiate or solve the problem. Show less

• Operations Support Lead

  • Oct 2018 - Mar 2021

  - Lead team project validation and care division.- Responsible to provide good quality data submission from the project validation and KYC.- Responsible to do quality checking and fraud prevention before project launch.- Responsible to handling, managing and reporting related care division.- Coordinating with relevant stakeholders to improve the process related to project validation and care division.



GO-JEK

• Operations Supervisor

  • Mar 2017 - Oct 2018

  - Led a team of 82 field officers across 70 cities- Responsible of handling all crisis situation across all of Go-Jek's services and coordinating with all the relevant internal and external stakeholders (i.e. Government Relations, Public Relations & Corporate Strategy, Legal, and the local incumbents)- Created the playbook for each crisis situation with over 50 use cases which is now used as the primary source for handling each cases

• Senior Operations Officer

  • Aug 2016 - Mar 2017

  - Handled the most critical customer and driver issues and complaints in Jabodetabek - Investigated each fraud cases which involved both internal and external stakeholders- Coordinated with a team of over 90 field officers in 30 cities in handling non-compliant drivers



Ciptamaya Mitra Solusi

• Outsourcing/Offshoring
• 1 - 100 Employee

• Client Relations Officer

  • Aug 2014 - Aug 2016

  - Managed all of over 155 employee's remuneration, benefit, and performance - Conducted new project onboarding training and private 1-on-1 consultation for all employees - Achieved great employee retention with only 1% yearly resignation by initiating multiple stick-and-carrot programs - Engaged with the client and employee - Managed all of over 155 employee's remuneration, benefit, and performance - Conducted new project onboarding training and private 1-on-1 consultation for all employees - Achieved great employee retention with only 1% yearly resignation by initiating multiple stick-and-carrot programs - Engaged with the client and employee



PT VADS Indonesia

• Indonesia
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Real Time Floor Monitoring Officer

  • May 2014 - Aug 2014

  - Managed the performance of over 200 call center agents- Increased the daily agent attendance rate to a steady 90% each month- Received the best RTFM performance in half of all the awards given during the period

• Call Center Agent

  • Nov 2013 - May 2014

  - Received the fastest promotion from an agent to RTFM in the batch- Handled all inquiries and complaints from customers by call



McDonald's Indonesia

• Indonesia
• Restaurants
• 500 - 600 Employee

• Crew Trainer

  • Nov 2009 - Nov 2013

  - Trained over 55 crews in handling multiple roles and responsibilities across the branch - Chosen as part of the 60 best Indonesian trainer to take part in the McDonald's Trainer Program in Singapore for 6 months- Ensure that each processes are carried out according to existing procedures

• Service Crew

  • Nov 2007 - Nov 2009

  - Handled the cashiers, delivery order taker, and kitchen duties