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Indonesia
Work Background
GrabTraining Manager
Jul. 2016 - Mar. 2023Indonesia, JakartaBuilt national CX training roadmap aligned with onboarding, product mastery, service behavior, and leadership capability.
Designed curriculum architecture and instructional design using blended learning models.
Converted VoC, CSAT, NPS, and operational data into programs delivering 10–18% CX uplift and 25%+ complaint reduction.
Owned training performance management, LMS governance, and knowledge management for large-scale operations.
Partnered with Operations, Product, QA, and Tech to ensure training matched real-time customer journey priorities.
DocDoc Pte. Ltd.Call Center Manager
Jun. 2015 - Mar. 2016Indonesia, JakartaOwned CX capability roadmap across workforce planning, quality governance, and service optimization.
Embedded training curriculum and coaching frameworks based on VoC and QA diagnostics.
Delivered 15%+ productivity gains and service consistency uplift.
Wall Street EnglishHead of Education Officers
Apr. 2014 - Mar. 2015Indonesia, JakartaLed CX and sales capability roadmap for education consultants and telemarketing teams across acquisition and retention journeys.
Designed curriculum and coaching frameworks to improve lead conversion, customer engagement, and learning experience consistency.
Partnered with Marketing and Corporate Sales to translate customer journey insights and performance data into targeted capability programs.
Teleperformance IndonesiaLearning & Development Manager
Sep. 2010 - Mar. 2014Indonesia, JakartaBuilt enterprise learning strategy and roadmap across telecom, banking, and ISP accounts.
Led curriculum design for onboarding, product, behavioral, and leadership programs.
Converted QA and VoC insights into scalable CX capability programs.
Teleperformance IndonesiaQA Operation Manager
Sep. 2010 - Jul. 2012Indonesia, JakartaDirected QA governance for 30+ analysts, linking QA, CSAT, and productivity into performance framework
PT Kawan Lama SejahteraTraining Manager
Mar. 2010 - Sep. 2010Planning, Executing and Evaluating the training programs for Sales Department
PT. AXA Services IndonesiaTrainer Alternative Distribution Channel
Jul. 2009 - Feb. 2010Greater Jakarta Area, IndonesiaDesigning training programs and execute the training in order to improve the skills that are needed mostly in the sales area of Telemarketing as well as direct sales officers
Teleperformance IndonesiaTraining Development & Communication Asst Manager
Nov. 2004 - Aug. 2009Greater Jakarta Area, IndonesiaPosition with diverse responsibilities including staff training and development, preparing training modules, event planning, training plan and budgeting, assisting recruit and set up training for new accounts and delivery of public/motivational training programs development and delivery • Assign in planning and delivering training program for more than 1500 employee in the area of customer service skills, selling skills, leadership, and any related soft skills program to diverse industry such as Telecommunication, Banking, ISP and FMCG • Organized, designed and initiate leadership outbound program for Team Lead and Supervisor • Successfully implemented the 1st batch of management development program and supervisory development program
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