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Work Background
Vivid MoneyCC Operational Lead
Mar. 2025Vivid is a European financial platform for SMEs, offering integrated personal and business finance solutions. Founded in 2019 in Berlin, it provides cost-effective tools, competitive interest rates (up to 4% on savings), and is licensed by the Dutch AFM through Vivid Money BV. Backed by Greenoaks Capital and DST Global, Vivid is rapidly expanding across Europe. In my current role, my responsibilities have expanded beyond SME support to include both SME and Retail products. I now directly manage three Team Leaders and one Workforce Manager, with a total of 45 first-line agents reporting indirectly to me. This broader scope has allowed me to further strengthen cross-functional collaboration, streamline operations across product lines, and drive performance at scale.
Vivid MoneySME Support Operational Lead
Oct. 2023 - Mar. 2025Berlin, GermanyI led the operational development within the Customer Care department, focusing on enhancing the experience for our SME customers. As part of the pioneering team for this segment, I played a key role in building foundational processes—establishing interdepartmental workflows, designing onboarding and training programs, and setting up quality assurance parameters, including AI-assisted QA. I directly managed one Team Lead, who oversaw a team of 21 agents reporting indirectly to me. I also authored over 200 internal procedure articles used across departments such as Customer Care, Anti-Financial Crime, Sales & Account Management, and CRM. In addition, I created more than 200 FAQ articles tailored for SME clients to support self-service and improve customer engagement. Our team consistently achieved outstanding performance metrics, including a first response time under 5 minutes, an average ASAT of 4.5, an AHT of 10 minutes, and a QA score of 90%. I also supported the CRM team in managing public customer perception through platforms like Trustpilot and Finanzfluss.
RefocusSupport Team Leader
Aug. 2022 - Aug. 2023PhilippinesRefocus, an emerging edu-tech company commenced its educational journey in the Philippines and later expanded its operations to Indonesia with a primary focus on delivering high-quality education in Data Analytics, Digital Marketing, and Web Development courses. In my role, I took on leadership responsibilities, directly managing a team of 11-15 members. I also co-led the creation of critical components such as SLA, quality control processes, and establishing a support training program. Additionally, I spearheaded the creation of shift timetables, efficiently managed task distribution, and played a pivotal role in setting up the department's knowledge base in Notion. Highlighting our achievements, key performance indicators showcased exceptional results, including a 169.39% average productivity in ticket responses using the Intercom platform, a customer satisfaction rate (CSAT) of 93.6% for the Philippines and 95.9% for Indonesia from January 2023 to May 2023, a retention rate averaging 31.3% for the Philippines and 27.7% for Indonesia during the same period, and an impressive 99.14% average Quality Analysis score from January 2023 to May 2023. The tools employed in these operations encompass Slack, Discord, Intercom, Fresh Desk, Amocrm, Click Up, Tableau, Excel, Zoom, and Notion.
RefocusCommunity Manager
Jun. 2022 - Aug. 2022IndonesiaIn my role, I meticulously planned and conducted live sessions in Indonesia for groups of students enrolled in the Data Analysts course, covering essential aspects such as Onboarding, Practice Q&A, Outro, and Reflection Time. Managing three groups totaling over 60 students, I successfully increased engagement rates. I focused on content planning and delivery on Discord, ensuring a practical learning experience. Additionally, I conducted progress calls and one-on-one sessions to monitor student well-being and progress. Taking a proactive approach, I created and analyzed weekly refund reports, implemented a retention strategy, and engaged in inbound calls to 'save' refunded students. The tools utilized for these operations included Slack, Discord, Notion, Intercom, Fresh Desk, Amocrm, Click Up, Tableau, Excel, and Zoom.
IELTS for IndonesianEnglish Tutor
Aug. 2021 - Aug. 2023Bali, IndonesiaIELTS for Indonesia is an online community offering a spectrum of IELTS preparation classes, spanning from basic to advanced levels, and providing private lessons. In my role, I conducted instructional sessions for an Advanced IELTS class comprising six students, in addition to facilitating up to three private classes monthly. I was responsible for crafting class materials, designing activities, and organizing simulations covering diverse topics such as IELTS preparation, LPDP interview simulations, English for daily use, English for business, and speaking classes. The platforms employed for these sessions included Google Meet and Zoom, ensuring an interactive and engaging learning environment.
RuangguruEducational Content Associate
Aug. 2021 - Jun. 2022Jakarta, IndonesiaRuangguru, the largest and most comprehensive educational technology company in Indonesia, entrusted me with the initiation and leadership of various tasks. These included overseeing the seamless delivery of teacher branding programs, such as Daily Live Teaching sessions held five times a week with an impressive average viewership of +1.1k and an average rating of 4.88/5.00. I also collaborated bi-weekly with local Key Opinion Leaders (KOLs) on the Daily Live Teaching sessions, engaged in social media creation and planning across platforms (TikTok & Instagram) and two accounts (IG: @brainacademy.id & @ruangguru), and coordinated a bi-weekly live event named Kupas Jurusan/Kupas Karir, providing insights on university majors and professional careers. The tools employed for these endeavors included Data Studio, Excel, and Zoom.
KAYA.ID (PT. Lumina Kaya Indonesia)Creative Marketing Intern
Apr. 2021 - Aug. 2021Jakarta Selatan, Jakarta, IndonesiaKAYA.ID operates as a business incubator focused on marketing, brand development, and elevating Indonesia's thriving SME businesses into nationally and internationally recognized brands. In my role, I orchestrated the planning, creation, and management of social media content and copy for four brands under Kaya.id, namely KEIRON and its subsidiary Team INA, TERRICE, SOKA Lifestyle, and 1883 Brand. Additionally, I took on the admin role for social media and e-commerce platforms for two brands, KEIRON and its subsidiary Team INA, and TERRICE. Engaging in day-to-day office activities, I played a crucial role in managing minutes of meetings (MOM) for fashion team meetings, supporting offline sales campaigns, and handling all deliveries for KEIRON, Team INA, and 1883 Brand. The platforms utilized for these operations included Tokopedia, Shopee, Instagram, Youtube, Tiktok, Facebook, and Twitter.
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