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Work Background
Raga Wellness ClubBuilding Operations Manager
Jun. 2025Jakarta, Indonesia• Oversee daily operations of all four streams at RAGA: Canteen (restaurant), Yoga, Pilates, and Salon (in partnership with Mirror-Mirror), • Lead and coordinate key team members including Restaurant Manager, Head Chef, Head Barista, Floor Captain and Front Office Captains for Pilates and Salon • Develop, implement, and monitor Standard Operating Procedures (SOP) to ensure consistent service quality and operational efficiency • Supervise procurement processes for bar, kitchen, pantry, and salon needs; approve purchase requests within set budget limits and ensure proper inventory control • Respond to and resolve guest complaints and escalations, especially in the Canteen and reception areas, ensuring swift and empathetic service recovery • Coordinate with vendors and partners, including Mirror-Mirror, cleaning crews, maintenance, and IT teams to maintain facility standards, cleanliness, and safety • Drive customer experience excellence, ensuring a high-end, luxury feel aligned with RAGA’s brand and target market • Monitor, evaluate, and improve team performance through training, coaching, and ongoing feedback sessions • Provide regular reports to leadership on operational KPIs, customer feedback, staff performance, inventory levels, and any incident logs • Collaborate with the finance team to track expenses, monitor budgets, and propose cost-effective improvements • Lead operational meetings and ensure effective cross-stream communication and synergy • Be available on-site during peak hours, events, or operational transitions, while maintaining a flexible hybrid work structure
Raga Wellness ClubProject Manager
Apr. 2025 - Jun. 2025Jakarta, Indonesia• Facilitate communication and collaboration between diverse teams and partners including suppliers of cooking utensils and equipment, architects and contractors handling the interior build-out, F&B branding consultants, consignment partners, and more. • Work closely with the restaurant owner and accounting team to align on budgets, timelines, and operational plans. • Track project milestones, manage timelines, and proactively resolve any bottlenecks or delays to keep the opening schedule on track. • Assist with procurement and logistics related to kitchen setup, equipment delivery, and installation, ensuring all items meet quality standards and are delivered on time. • Provide daily updates, oversee site progress, and ensure contractor and consultant work aligns with agreed specifications. • Handle day-to-day challenges by quickly connecting the right stakeholders, facilitating decisions, and adapting plans as needed.
Debonair Podcast by Debora HenryProducer
Feb. 2025 - Apr. 2025Jakarta, IndonesiaSEASON 2 Producer • Coordinated the entire production in Jakarta, acting as the central point of contact for all stakeholders and ensuring everything was in place before, during, and after each shoot day. • Researched, reached out to, and confirmed all guest stars for the season. Handled all scheduling, briefing, and coordination to ensure their availability and comfort throughout the process. • Initiated and managed the partnership with Ascott Jakarta as the official venue partner. Handled all communication, logistics, and agreement details to secure and prepare the location for production. • Hired, liaised with, and supervised the local production team. Ensured all technical and creative crew members were aligned with the show’s vision, timelines, and quality expectations. • Acted as the primary support for Debora Henry during her time in Jakarta—arranging schedules, managing logistics, and assisting with all on-ground needs to allow her to focus fully on hosting. • Handled transportation, accommodation, meal planning, and daily production schedules to ensure smooth operations. • Present on all shoot days to supervise the team, troubleshoot issues in real-time, and maintain a calm, organized environment. • Kept all parties—including Debora, crew, venue partners, and post-production—updated with regular reports, follow-ups, and next-step planning.
Self EmployedScriptwriter
Apr. 2024Jakarta, Indonesia• Currently developing my portfolio as a scriptwriter, primarily in English and Bahasa Indonesia, with a focus on compelling narratives for screen. • Project done: Saatnya Nina Bicara ("It's Time For Nina to Speak") – Short film in post-production, set to be submitted to international film festivals in 2025. • Project done: Janji, Mimpi Rumah Keluarga – Web series pilot project, also in post-production, currently being pitched to major Indonesian brands for a potential six-episode series. • Actively writing and refining multiple scripts, kept as drafts and ready for future collaboration with Indonesian producers. • Regularly publish articles on Medium to keep my skills sharp and stay connected with storytelling trends. • Passionate about creating fresh, engaging scripts that bring unique stories to life, especially in collaboration with brands and producers.
Zeal Capital Market (UK) LimitedCustomer Service Manager
Jul. 2023 - Oct. 2023
TDCXCustomer Service Team Lead
Jun. 2022 - Jul. 2023Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia• Lead and manage a team of 18 customer service representatives for Indonesian Market, providing clear guidance, direction and monitor team performance against key performance indicators (KPIs). At the same time continue to be Employee Engagement Lead for Netflix project. • Conduct weekly coaching sessions, provide constructive feedback, implement performance improvement programs when needed and perform quality assurance audits to ensure consistent service delivery and adherence to service level agreements (SLAs). • Assists team members in addressing complex customer inquiries and escalating issues, providing guidance, and ensuring timely and effective resolution. • Create and analyze reports on team performance, customer feedback and performance metrics. Identify trends, policies and areas for improvement to provide insights and recommendations to improve customer service. • Provide effective communication and collaboration with cross-functional teams with Netflix members, to ensure they meet, share insights, and address customer concerns or process improvements.
TDCXEngagement Lead
Jan. 2022 - Jul. 2023Federal Territory of Kuala Lumpur, Malaysia•Sports and Festival Activities Management: Led the planning and execution of sports events and celebrated a variety of festivals (Ramadan, Thaipusam, Lunar New Year, Christmas, Eid, Deepavali) to promote diversity and inclusion within the team. • E-sport Competitions: Initiated and managed e-sport competitions, enhancing team bonding and providing a recreational outlet for employees. • Official Merchandise Production: Oversaw the design, production, and distribution of Netflix official merchandise, aligning with brand identity and team spirit. • Creative Design and Content Creation: Managed the creation of engaging content for internal and external communication channels, including designing posters, greeting cards, and promotional materials for events and initiatives. • Digital Content Creation: Spearheaded content creation for social media platforms such as TikTok and Instagram, and email newsletters, effectively engaging the community and enhancing brand visibility. • Event Presentation and Coordination: Acted as the primary presenter for all engagement events, demonstrating exceptional public speaking skills and the ability to connect with and energize the audience. • Fun Activities and Recognition: Conceived and implemented a variety of fun activities, door prizes, and hampers, acknowledging and rewarding employees' contributions and milestones. • Leadership and Team Management: Provided strategic leadership to the engagement team, ensuring seamless collaboration and the achievement of goals, while fostering a positive and dynamic work environment.
TDCXEscalation Specialist (L2/Tier 2)
Apr. 2021 - Jun. 2022Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia• Act as a resource for team members, helping with complex issues and sharing insights and best practices. • Apply advanced troubleshooting skills and product knowledge to diagnose and resolve complex customer problems or technical issues. • Work with relevant teams including technical support to find solutions and ensure customer satisfaction. Also maintain detailed and accurate records of escalating events, including investigative steps, actions taken, and reserved decisions. • Guide customer support teams by sharing knowledge and understanding of escalation protocols to enhance their problem solving skills. • Hired as Employee Engagement Lead for Netflix project. Designed and implemented employee engagement programs and initiatives to foster a positive workplace culture. This may include planning team-building activities, employee recognition programs, wellness programs, and other motivating activities.
TDCXSenior Customer Service Representative
Aug. 2020 - Mar. 2021Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia• Act as a central point of contact for Netflix Indonesia customers, providing timely professional support through multiple communication channels, including phone and chat. Also complying with service level agreements (SLAs), quality standards, and performance metrics established by TDCX and Netflix at all time. • Apply problem solving, active listening, empathy and product knowledge to effectively analyze and resolve complex customer issues. • Escalate critical or unresolved issues to appropriate teams and ensure follow-up to resolution, providing regular updates to customers as needed at the same time act as a resource and mentor to junior team members, providing guidance and support as needed. • Maintain up-to-date knowledge of Netflix products, services and programs through regular training and share it with team members to ensure accurate and consistent feedback to customers.
AgodaCustomer Experience Specialist
Dec. 2018 - Jul. 2020Kuala Lumpur• Respond to customer inquiries promptly and professionally through a variety of communication channels, including phone, email and live chat. Captures and understands customer problems and provides appropriate solutions, ensuring timely and satisfactory resolution. • Collaborate with hotel partners, suppliers and internal teams including fraud team, escalation team and payment team to resolve complex or challenging issues, and follow up to improve customer satisfaction. • Gain a detailed understanding of Agoda’s products, services and policies for hotel reservations by participating in ongoing training and professional development opportunities to enhance product knowledge and customer service skills. • Hired to be a canned response writer (template) for e-mails and chats to help fellow team members respond appropriately and correctly to customers in Bahasa Indonesia.
International Language Programs (ILP)English Language Teacher
Jul. 2018 - Nov. 2018Greater Jakarta Area, Indonesia• Develop and implement structured lesson plans to meet student needs across a range of skills. Use a variety of instructional strategies, materials, and technologies to make classes interactive, engaging, and student-centered. • Teach English language skills, including speaking, listening, reading, and writing through effective teaching methods. Provide students with clear explanations, examples and practice activities to build language skills and confidence. • Continuously evaluate and update learning materials to reflect current developments and best practices. • Identify and address students’ individual learning needs and unique challenges, adjust learning strategies and provide additional support as needed. • Establish and maintain a supervised and disciplined learning environment that fosters student engagement, engagement, and mutual respect. • Set clear expectations, rules, and practices to ensure a productive and safe classroom environment.
Self EmployedPresenter
Jan. 2017Jakarta, Indonesia• Lead captivating presentations at conventions, exhibitions, radio broadcasts, and other events, captivating audiences with knowledge, charisma, expertise, and passion. • Skillfully moderate talk shows, panel discussions, and forums, ensuring all participants feel valued, contributing to insightful dialogue, and maintaining an engaging atmosphere. • Collaborate with the client's relevant team to develop compelling content for presentations and discussions, ensuring relevance, accuracy, and audience appeal. • Foster meaningful connections with the audience, responding to questions, facilitating discussions, and soliciting feedback to enhance future engagements. • Serve as a brand ambassador, embodying the client's values and mission while representing their organization with professionalism and enthusiasm.
Anggita Wedding OrganizerFood Beverage Controller
Jun. 2014 - Dec. 2017Jakarta, Indonesia• Monitor and maintain accurate inventory of all food and beverage items on client’s wedding day. • Collaborate with the kitchen team to ensure optimal stock levels and reduced waste. • Supporting high food and beverage handling standards, ensuring compliance with health and safety regulations and hygiene practices. • Conduct regular inspections to stay up to date on all food & beverage offerings at the event.
Self Employed
Self Employed
Jakarta, Indonesia
Zeal Capital Market (UK) Limited
TDCX
Federal Territory of Kuala Lumpur, Malaysia
Agoda
Kuala Lumpur
International Language Programs (ILP)
Greater Jakarta Area, Indonesia
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