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Work Background
TipTipHead Of Customer Care
Nov. 2021 - Nov. 2025Jakarta, IndonesiaTiptip.id is a platform that allows creators to monetize their audience through various products and services, including digital content, live sessions, and e-tickets for events. The main investor in the Indonesian creator economy platform Tiptip.id is East Ventures with participations from EMTEK, Vertex and SMDV. My Roles: Build a customer care team and manage daily operational customer care. Provide user experience insights to achieve user-required improvements and features. Profit Center Transformation.
tiket.comHead of Customer Care Operation
Jul. 2021 - Oct. 2021Jakarta, IndonesiaTiket.com is a leading online travel agent (OTA) in Indonesia that allows users to book various travel needs such as airline tickets, hotels, trains, car rentals, and event tickets online through its website or mobile application. Tiket.com is Blibli (through PT Global Digital Niaga Tbk), which acquired tiket.com in full in 2017 through the Djarum group. My Roles: Leadership & Scale: Lead and manage a customer service department with a total of 300 personnel, divided into Tier 1 (General Inquiries - Outsourced) and Tier 2 (Specialist/High Impact - In-house) structures
PT Smartfren Telecom TbkHead Of Customer Care Operation
Jul. 2016 - Jul. 2021BSD, Tangerang Office.Smartfren is an Indonesian telecommunications company that provides cellular services. It is one of the leading telecommunications service providers in Indonesia and is known as a pioneer of 4G LTE and VoLTE technology in Indonesia. It is now part of XLSmart Telecom Sejahtera after merging with XL Axiata and Smart Telecom. My Roles as Customercare Operational Head: Experienced in managing contact centre operations, handling customer complaints, analyzing customer data, and developing customer care processes.
PT Smartfren TelecomHead of Contact Center (Call Centre, Social Media, Email, CHAT, Telesales)
Dec. 2015 - Jun. 2016Smartfren BSD Tangerang Head QuarterMy Roles as Contact Center Head: Experienced in managing customer satisfaction scores across all service channels, including Call Center, Facebook, Twitter, Email, and Chat. Responsible for ensuring all responses meet the defined Service Level Agreements (SLAs) while maintaining high-quality customer interactions. Skilled in monitoring and improving staff quality, coaching service skills, and optimizing staff productivity. Successfully reduced contact centre transaction volume through proactive solutions such as educational blast campaigns and continuous enhancement of self-care platforms. Additionally experienced in driving product sales through both website and contact centre channels, as well as managing delivery time commitments to ensure timely fulfillment and a positive customer experience.
PT Smartfren TelecomHead of Fulfillment Ops, Customer Analytic, Corp Backroom
Oct. 2014 - Nov. 2015Smartfren BSD Tangerang Head QuarterMy Roles at Customer Analytic: Responsible for providing and generating comprehensive customer service performance reports to Department Heads and the Customer Care Div Head on a daily, weekly, and monthly basis. Reports include key metrics such as customer transactions across all channels, service level achievement (response time), handling and response time performance, backlog status, complaint-to-subscriber ratio, and device-to-subscriber ratio. These insights support data-driven decision making and continuous improvement in customer care operations.
PT Smartfren TelecomHead of Fulfillment Ops, Modern Contact Channel, Corp Backroom
Jan. 2012 - Oct. 2014Tangerang BSD Office, IndonesiaPT Smartfren Telecom Tbk, commonly known as Smartfren (stylized as smartfren.), formerly known as PT Mobile 8 Telecom Tbk, is an Indonesia-based wireless network operator headquartered in Central Jakarta. It is owned by Indonesian conglomerate Sinar Mas under the company PT Sinar Mas Komunikasi Teknologi. Smartfren operates exclusively using a 4G LTE network after shifting away from CDMA technologies in 2014 My Roles for Modern Contact Channel: This unit is responsible for serving customers through Social Media channels (Facebook and Twitter). I also oversee additional digital contact channels, including Chat and Email/Inbox services. Our key challenge is to consistently provide high-quality responses while maintaining fast response times, as quicker engagement leads to higher customer satisfaction. In addition to service operations, I also develop social media programs designed to increase followers and strengthen customer engagement by sharing useful tips, product information, and service-related guidance. My Roles for Corp Backroom: In collaboration with the Corporate Sales team, I handled after-sales support for corporate customers, including processing various service change requests and managing complaint cases. This also included resolving technical issues such as PABX-related complaints to ensure smooth service continuity for corporate clients.
PT. SMART TELECOMFulfillment Ops Section Head
Nov. 2006 - Jan. 2012Greater Jakarta Area, IndonesiaPT Smart Telecom is an internet provider and CDMA cellular operator operating in Indonesia. PT Smart Telecom is subsidiary of Sinarmas Group. PT Smart Telecom is using Technology CDMA 2000 1x EVDO Rev B. My roles at PT Smart Telecom: Fulfillment Operations serves as the back-end customer service unit responsible for handling complaint escalations that cannot be resolved by the frontline teams, including the Call Centre and Gallery. The team analyzes subscriber concerns and, when necessary, coordinates with relevant internal departments such as Network, IT, and other technical units to ensure proper resolution. The unit is accountable for delivering accurate solutions and responses within the defined time frame. As Section Head, I am responsible for ensuring that all subscriber concerns are responded to promptly and with high-quality solutions provided by the team. I also analyze weekly and monthly complaint trends and work closely with key suppliers to reduce recurring and high-volume subscriber issues.
LinkNet - First MediaSupervisor Customercare
Apr. 2001 - Nov. 2006Tangerang Karawaci Office, IndonesiaPT First Media provide tv cable service, broadband cable and internet provider in Jakarta, Bali and Surabaya at Indonesia since year 1994. PT First media is subsidiary of Lippo Group. My roles at PT First Media: Supervised shift daily Customer Care operations, including inbound call activities and support teams. Responsible for coaching team members, monitoring performance, and ensuring service quality standards were consistently met. Continuously improved processes by identifying gaps and listening to subscriber concerns to deliver better service solutions. In addition to operational duties, I also served as part of the internal audit team for ISO processes, ensuring adherence to company standards and compliance requirements.
CitiCustomer Relationship
Nov. 1999 - Mar. 2001South Jakarta, Melawai BranchCitibank is the consumer banking division of financial services multinational Citigroup. Citibank Indonesia offers retail banking in 20 branch offices and 102 ATMs in the cities of Jakarta, Surabaya, Bandung, Medan, Semarang and Denpasar. Citibank also began mobile banking in 2003. My roles at Citibank: Approached and offered retail banking products to new customers while also increasing savings and product adoption among existing customers through a variety of Citibank solutions. Responsible for promoting corporate accounts to new business clients, highlighting the benefits of merchant credit card swipe facilities and other value-added services.
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